Experience

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  Google

  • Global Ads Phishing Lead

    • Jan 2016 - Present

    Lead a Global team of 6 enforcement analysts to eradicate Phishing on AdWords faster, reducing Google's Ad Phishing losses & protecting & educating Users.- Create visions, strategies & goals for the Ads Phishing team- Manage Ads Phishing Enforcement handling day-to-day ops, escalations and projects for 6 members across HYD and DUB- Train & mentor team members to carry out outstanding work in various capacities to remove the Phishing badness in AdWords- Lead Cross-Product Abuse fighting Phishing Initiatives- Lead Ads Phishing Team & present in Summits- Manage high impacting projects, resulting in Awards & Recognition at Global level- Create Monthly, Quarterly, Yearly reports & share & present to Leadership, Management & Global Stakeholders across products

  • Escalation Management: Global & Regional Lead POC

    • Oct 2015 - Present

    - Sole Regional Analyst for handling escalations; created the training deck for the role, trained, mentored and ramped up all regional Analysts- Manage Workflow; Streamline review process; Creation of metrics; Monthly report creation- Primary Regional POC for emergency escalations: Triaging issue and reporting of impact metrics- Received Spot Bonus

  • Anti-Phishing Specialist

    • Jan 2015 - Present

    - Global Project Lead for 24/7 Vendor coverage for Phishing accounts, setting up complex automation & conducting quality for Vendors. Received Peer Bonus for the same- Helped transition phishing escalations to Appeals system which resulted in efficient enforcement of the SLA- Refined process for Proactive Phishing Sweeps to increase daily action rate- Globally, highest number of escalations of Phishing sites to Product Specialist teams and Phishing ad review processes, training FTEs and Vendors, and monitoring quality- Handle Phishing Escalations from User Complaints, sharing best practices across regions and created site level script to increase flagging of Phishing sites

  • Vendor Management

    • Jan 2015 - Oct 2016

    - Global Lead for Vendor trainings on specific policies, creating decks and handling regular trainings- Conducting quality checks and streamlining processes by creating proper quality guidelines- Handled Vendor access issues, ensuring appropriate accesses to tools in compliance with contracts- Gathered feedback on review tools and improved processes for faster productivity

  • Policy Specialist

    • Jan 2015 - Dec 2015

    - Regional Lead for high impacting egregious policy violations- Involved in creating new policy guidelines, and responsible for global roll-out, including training team - Liase with Legal regularly for approval of policies to ensure proper enforcement- Investigated various Bad Business Models, reducing badness in abuse vector

  • Operational Risk Analyst

    • Jul 2012 - Dec 2014

    - Suspended AdWords accounts of fraudsters- Global automation POC, handling query automation requests for various teams- One of the Top 3 global Risk Chat specialists, handling consults from customer representatives- Streamlined Chat process by escalating issues in Risk chat where surveys were sent incorrectly and were negatively impacting CSAT- Collaborated with Engineering on creating and testing various automation tools, resulting in tool improvements- Worked with different Abuse Teams within Google to reduce fraud on other products, and identified internal changes to proactively tackle similar fraud patterns- Created One-Sheeter for Appeals automation scenarios and various Canned Responses for Global team

  • 3rd Party Compliance Auditor - Google Certified Professional

    • Jan 2011 - Jul 2012

    - Audited 3rd Party tools against Google’s Terms & Conditions & offered support to Customers- Assisted clients to achieve greater online advertising efficiency by communicating compliance guidelines- Ensured AdWords API Token usages were in compliance with policies- Analyzed and evaluated applications for ‘Preferred Pricing’

  • Business Analyst, Marketing Specialist, Trainer

    • May 2009 - Jan 2011

    Business Analyst:- Used advanced excel skills to create, maintain & drive report improvements; from Productivity, Metrics, Calibrations, to addressing ad hoc requirements- Increased efficiency in reports by identifying need for decentralizing them; trained & mentored team POCs- Assisted and evaluated management’ directives by formulating appropriate processes for various initiatives & projectsGoogle Online Marketing Challenge (GOMC) Specialist:- As part of the GOMC, supported the participants via emails, U2U forum posts and social network posts- Saved additional costs in the Quarterly period by automating responses to external participants in several projects & creating student & academic guides to reduce incoming email volumes- Judged participants to determine the top five winners per region, created certificates & drafted communication sent to all participants & professorsTrainer:- Trained team/vendors on using automation UI and worked on expanding scope of automation to other Workflows- As subject matter expert, trained teams on internal resources, best practices, new tools and processes- Local facilitator for ‘10x thinking’ training sessions for Business UnitOther:- Workflow POC responsible for streamlining processes and increasing efficiency- Created and maintained websites on reporting and resellers external customers- Joined the “Google Bus” project directed at increasing Internet awareness across the country

  • AdWords Representative

    • Oct 2007 - May 2009

    - Top Performer in ‘Ad Review’ team, and ‘Email Support Team’ with excellent productivity & quality- Increased customer satisfaction individually & for the Team, by analyzing & addressing top customer dissatisfaction reasons- As acting “Pod Lead”, encouraged teamwork, brainstormed together, drove ideation, & executed multiple ideas to reduce overall customer wait time for resolutions- Coordinated all mentoring programs within the Team, improving efficiency through sharing best practices- Key contributor for implementation of new tools for ad review- Chosen to be part of the ‘Expedited Ad Approval’ team to review ads on priority for ‘High-Spend’ advertisers