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Nishi User

@nishiuser1

Message

I improve Google Ads client outcomes through campaign support, coaching, and process improvements.

India

Message

I've supported Google Ads clients at Cognizant across high-volume frontline support, campaign optimization, and complex billing resolution.

As a Subject Matter Expert, I managed 10–15 associates, improved QA scores by 12% through coaching and audits, and reduced resolution time by 18% with internal knowledge-base and training materials.

I maintained 95%+ customer retention while resolving complex campaign issues and partnered with Google Product and Engineering teams to implement three process improvements.

Previously, I handled 50+ daily client interactions with CSAT above 90%, contributed to a 20% increase in client ROI, and mentored junior associates to improve team performance.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME), Google Ads

Cognizant

Jun 2025 - Feb 2026 (8 months)

Managed a team of 10-15 associates, improving QA scores by 12% through coaching and audits. Reduced resolution time by 18% by developing internal knowledge base and training materials.

Team Management Quality Assurance Training Knowledge Base Development Process Improvement Customer Retention Google Ads Billing Campaign Management

Senior Process Executive, Google Ads

Cognizant

Jan 2023 - Jun 2025 (2 years 5 months)

Handled 50+ daily client interactions, consistently achieving CSAT scores above 90%. Optimized campaign performance, contributing to a 20% increase in client ROI.

Client Interaction CSAT Campaign Optimization ROI Improvement De escalation Mentorship Team Performance

Process Executive, Google Ads

Cognizant

Nov 2021 - Dec 2022 (1 year 1 month)

Delivered frontline support, managing 100+ tickets per day in a high-volume environment. Achieved 85% first-contact resolution rate, minimizing repeat inquiries.

Front Line Support Ticket Management First Contact Resolutions Client Trust Quality Scores