Nirvaan Baid
Customer Experience Lead - Google
- Role
- Customer Experience Lead - Google Ads at Google
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
Experience
Customer Experience Lead - Google Ads
Aug 2023 — Present · Hyderabad, IN
Leading a team of 6 Googelrs and agents across sites to manage the SMB Support for ~5M+ Google AdvertisersLeading the AI efforts for Customer Support - Real Time Translation / GSE / LLM Based Chat etc. and Core Campaign Services (Optimization, Implementation & Reporting) resulting in Efficiencies of XX M$ and Improvement in Customer ExperienceReal Time Translation (RTT): Launched RTT for 19 languages for Bronze and 6 for Silver across Chat and Email channels resulting in Savings of ~$XXMGuided Support Experience : Identified top Customer User Journeys and created a separate pool of agents to train the LLM models with a goal to reduce 50% of client interactions in partnership with Engineering and Product teamsIdentified Low Complexity cases and leveraged automation / auto-routing of cases to drive significant improvement in turn around time for advertisers and efficienciesStreamlined the support into Specialized servicing from Generalist for different product areas to drive +50% improvement in experience while improving Avg. Handling time and Avg. Cost / Case
Education
ABV-Indian Institute of Information Technology and Management
IPG, B.Tech (IT) + MBA (Marketing)
2007 — 2012
Skills
- Pre-Sales
- Affiliate Marketing
- Marketing Strategy
- Product Marketing
- Sales Presentations
- Microsoft Office
- Customer Relations
- SEO
- Business Analysis
- Customer Service
- Management
- Consulting
- Online Advertising
- Business Intelligence
- Market Research
- Team Management
- Project Management
- Analytics
- Crm
- Services Marketing
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