Twinkle Bharti

Client: COMO Google (YouTube)

• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering the process standards
• Accountability to take required corrective/developmental action to Improve the process AHT & Delivery
• Identifying process gaps and spawning projects to fill them and to improve on efficiency.
• Reviewing internal process parameters for ensuring strict adherence to the
  process parameters/systems
• Metric management: Client complaint & Escalation handling
• End to end responsibility of transactional quality and Compliance
• Weekly/monthly review discussing Process AHT, CSAT & Production target with Client.Supervise the training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, and refresher training coverage)
• Managing and responsible for a team of 30 Gamechangers
• Coordinating with Training & Quality Team for RCA Analysis and TNI & TNA data study
• Experience with Creating modules & training planners along with PPTs

People management:

• Responsible for a team of 30 Gamechangers.
• Allocating work to the team, and motivating employees through constant engagement, and appreciation
• Mentoring and monitoring the performance of team members to ensure efficiency in process operations and the achievement of individual and team targets
• Conducting training sessions and in-house forums to boost the performance and productivity of the team members
• Actively involved in the development of people, training, and mentoring new associates to be part of the process
• Engage self and team members in learning/upskilling to create succession plans and continuous development

Client servicing:

• Mapping client requirements, coordinating, and implementing processes in line with the guidelines specified
• Identifying improvement areas and implementing measures to maximize client satisfaction levels and quality
• Resolving escalation issues from client’s end

Client: COMO & CRM Google (YouTube)

• Performing Root Causes Analysis on errors
• Weekly/Bi-weekly Deep dive RCA discussions with the Client
• Conducting compliance audits across the assigned workflow
• Conducting Calibration session with support staff (QA & SME/TLs) for process excellence
• Sharing Feedback & Coaching admins on identified errors
• Conducting Dip Check/Knowledge Check & Session Ensure adherence to quality norms as per client specification
• Ensure that internal policies, procedures, and compliance regulations are being followed

Client Servicing:

• Raising/reviewing appeals with PEM (Policy Enforcement Manager) for pushback on a bi-weekly basis
• Grey/Borderline cases with PEM on a weekly basis
• Developing and maintaining strong client relationships
• Sharing policy suggestions with the client

Client Google AdWords | Digital Marketing

• Company Overview: Google AdWords|Digital Marketing
• Understanding the requirements of the client or Googler, and conducting research for them using the reporting tools provided by Google itself
• Led and trained the team for various projects based on the client's requirements
• Interacting with clients for projects and various requirements

• Manage all customer requirements and queries and solve their problem swiftly
• Making sure the customer information is accurate and also supervising payment dispensing
• Sustain and maintain an up-to-date record
• Communicate with clients through phone calls, and email and to meet them to discuss customer problems
• Prepare Daily Sales Reports and take feedback from the sales team up to date
• Also keep accurate records of monthly and annual sales figures and calculate the revenue generation by each
• Support Sales staff in handling and documenting customer accounts
• Assist inventory-controlling staff in maintaining inventory records