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
• Analyze KPIs, prepare reports, and identify areas for improvement
• Metric management: Client complaint & Escalation handling
• Monitor daily operations to ensure efficiency, productivity, and quality of service
• Weekly/monthly review discussing Process AHT, CSAT & Production target with Client
• Coordinating with Training & Quality Team for RCA Analysis and TNI & TNA data study
• Prepare and present performance reports to senior management, highlighting achievements, challenges, and proposed solutions

People management:

• Supervise and manage a team of 30 Game changes and ensuring they meet performance metrics and service level agreements (SLAs)
• Mentoring and monitoring the performance of team members to ensure efficiency in process operations and the achievement of individual and team targets
• Mentor and guide new hires through the onboarding process
• Develop and implement training programs to enhance employee skills and ensure compliance with company policies and procedures
• 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

• Provide general administrative support to ensure smooth office operations
• Greet visitors and clients, ensuring a positive first impression of the organization
• Manage correspondence, including emails, phone calls, and mail
• Act as a liaison between departments and external stakeholders
• Prepare and distribute internal communications, memos, and reports.
• Plan and coordinate office events, meetings, and team-building activities.
• Assist with onboarding new employees, including orientation and training logistics.