Firdous Khanday

Senior Associate – Operations with 4+ years of experience in Customer Support and Google Ads account management for the US market. Proven ability to manage, optimize, and scale advertising campaigns, deliver high-quality customer support, and drive measurable business results through data-driven marketing strategies.

Senior Associate – Operations - Google Account Management Program - Gurgaon, India

(2025-11)

• Managing and optimizing Google Ads accounts for US-based businesses across multiple industries.
• Delivering end-to-end media planning, campaign execution, optimization, and performance reporting.
• Improving campaign efficiency through keyword optimization, bidding strategies, and budget management.
• Acting as a strategic partner to help advertisers achieve marketing and branding goals.

Senior Customer Support – Data - Teleperformance - Remote, India

(2025-01 - 2025-09)

• Provided high-quality customer support to US clients, resolving complex account and transaction issues.
• Handled chargebacks, data discrepancies, and ensured compliance with service standards.
• Maintained accuracy, customer satisfaction, and turnaround time metrics.

Senior Customer Support Specialist - On Direct - Pune, MH, India

(2023-01 - 2024-04)

• Delivered remote technical and customer support for international clients.
• Diagnosed and resolved hardware and software issues while maintaining strong customer satisfaction scores.
• Followed SLA-driven support processes and documentation standards.

Lead Generation Specialist - S2W Media - Pune, MH, India

(2021-09 - 2022-12)

• Generated and qualified B2B leads for US and UK markets through outbound and inbound campaigns.
• Supported sales teams by maintaining CRM accuracy and pipeline quality.
• Contributed to revenue growth through consistent lead delivery.

Bachelor of Science - Physics, Chemistry, Biology - University of Kashmir (2025-11 - 2026-05)