Team Lead — Google Ads Operations - Accenture
(2018-05 - 2025-05)
- Drove TAT improvement from 70% to 91% in just 3 months by redesigning capacity planning model based on volume inflow analysis and HC reallocation.
- Increased single Ads processing rate from 7% to 12.9% through granular transactional and agent-cluster data analysis, directly impacting throughput KPIs.
- Consistently met SLAs for a high-volume Google Ads content review queue, managing daily operations across a multi-agent team.
- Owned MBR/WBR business reviews with client stakeholders, presenting performance trends, SLA adherence data, and service improvement plans.
- Identified and escalated tooling gaps to client teams; proposed queue-specific capability settings and UX improvements that were subsequently adopted.
- Partnered with client to redesign real-time data dashboards, eliminating time-lag issues and reducing manual data tracking by the operations team.
- Led a team of operations agents; maintained attrition below 10% with only 3 exits in FY2024 — well below industry average for BPO environments.
- Developed 3 Individual Contributors (ICs) into senior roles in FY2023 through structured mentoring, goal-setting, and monthly 1:1 performance coaching.
- Spent 100+ hours as an empanelled interviewer, assessing candidates for technical fit and culture alignment in collaboration with the talent acquisition team.
- Designed and rolled out a consolidated performance scorecard in partnership with BT and peer Team Leads, standardizing evaluation across all agents.
- Served as POC for Operational Maturity (OM) assessments; proactively collaborated with BT teams to implement improvements, achieving progression across OM framework stages (Focus → Improve → Scale).
- Authored a comprehensive operational playbook covering end-to-end process workflows across global locations — now used as the onboarding reference for all new support staff.
L2 Production Support Engineer - Pyro Networks Pvt. Ltd.
(2012-04 - 2017-11)
Provided L2 application support for a wallet-based payment platform (Airtime, DTH, IMPS, P2P, Merchant Payments) serving domestic and UAE international markets.
- Monitored services on Linux/Oracle DB environments, managed incident ticketing, coordinated Tier 3 escalations, and ensured SLA adherence for global customers.
