Open to opportunities

Ishneet Kaur

@ishneetkaur

Customer Success and Operations specialist improving customer experience through data-driven problem solving and process excellence.

India

Message

What I'm looking for

I’m looking for a role where I can own customer experience end-to-end, improve operations and service delivery, and use reporting and data analysis to resolve issues faster, reduce escalations, and drive retention.

I’m a Customer Success and Operations professional with 5+ years of experience supporting global customers across digital operations, customer support, account research, and stakeholder management. I’ve consistently resolved customer issues, improved service delivery, and driven process improvements through cross-functional collaboration.

I’ve managed quality excellence and operational impact, recognized with multiple performance awards, including a Star Award (Q3 2023). At Google Operations Center, I conducted lead qualification, validation, and enrichment, performed account research and business intelligence analysis, and investigated operational issues to improve workflow efficiency.

Earlier, at GENPACT, I delivered customer support through voice, chat, and email, handled escalations, and ensured compliance with quality standards and service-level agreements. I bring a customer-centric approach, strong reporting and analytics skills, and a focus on continuous improvement to every engagement.

Experience

Work history, roles, and key accomplishments

Senior Associate - Digital Marketing

Google Operations Center

Sep 2021 - Jun 2024 (2 years 9 months)

Conducted lead qualification, account research, and business intelligence analysis, investigating operational issues and collaborating with stakeholders to improve workflow efficiency. Earned Star Award (Q3 2023) for exceptional operational performance.

Lead Qualification Data Enrichment Account Research Business Intelligence & Analysis Stakeholder Management Workflow Optimization Quality Management Reporting

Senior Associate - Digital Media

Google Operations Center

Sep 2021 - Jul 2023 (1 year 10 months)

Managed and optimized Google Ads campaigns across Search and Display networks, providing performance insights and recommendations to improve customer outcomes. Conducted keyword analysis, market research, and competitor benchmarking to support strategy and resolve customer and operational concerns.

Google Ads Search Advertising Display Advertising Campaign Optimization Keyword Analysis Market Research Competitive Benchmarking performance reporting

Process Associate - Customer Support

Genpact

May 2019 - Sep 2021 (2 years 4 months)

Provided customer support via voice, chat, and email, resolving customer concerns while maintaining customer satisfaction standards. Managed escalations and collaborated with stakeholders to ensure timely issue resolution while complying with SLAs and quality requirements.

Customer Support Voice support Chat Support Email Support Escalation Management SLA Management Quality Assurance

Business Presentation Specialist

McKinsey & Company

Sep 2018 - Oct 2019 (1 year 1 month)

Designed executive-level presentations for consultants and leadership teams to support global consulting engagements across finance, retail, and e-commerce. Produced high-quality outputs under tight deadlines.

Executive Presentation PowerPoint Deck Development Consulting Support Stakeholder Management

Receptionist

The French Door

Apr 2015 - Dec 2015 (8 months)

Managed front-desk operations and customer interactions, coordinating appointments and supporting customer experience initiatives. Assisted with customer-facing service delivery to ensure smooth day-to-day operations.

Front Desk Operations Customer Service Appointment Coordination Customer Support Administrative Coordination

Education

Degrees, certifications, and relevant coursework

Krishnammal College for Women

Bachelor of Computer Applications, Computer Applications

Activities and societies: Foundations of Digital Marketing & E-Commerce; Attract and Engage Customers with Digital; Google Ads Search Campaign certification; 7 QC Tools Upskill Training certification

Completed a Bachelor of Computer Applications (BCA) at Krishnammal College for Women. Also completed Google Ads and digital marketing and e-commerce related certification coursework.