Tanushree Tiwari

Managing a team of 20 Agents and ensure that all key metrics of performance as per the Client SLA are met and exceeded. Publishing the reports into Power BI Service and sharing the dashboards to the Users. End-to-End responsible for the service and takes full operational responsibility for the applications on an outcome – based model. Measuring, monitoring and reporting on customer satisfaction and vendor performance and implementing continuous improvement strategies. Designing dashboard templates as per the requirement & dashboards content, which includes Power BI Desktop visualizations like stacked column charts, tabular reports, bar charts, waterfall charts, Bubble charts, Geospatial visualizations, donut charts, line, bar, histograms, scatter, water, Bullet, Heat maps, tree maps etc. Involved in Connect, import, shape, and transform data for business intelligence (BI) tools like Power BI Desktop, Tableau, Qlik Sense from different kind of data sources. Responsible for maintaining the weekly KPI status reports & in conducting the client governance calls on reviewing the team performance. Handling HR Operations & Supporting Talent Acquisition team in Scheduling Interviews & On board activities. Monitoring team performance and report on metrics, Overseeing day-to-day operation, Recognizing high performance and reward accomplishments.

Led Project Quality & Training for 13 Google Ad Extensions workflow across India & EMEA with a team of 60 QAs. Managed quality SLAs & related client escalation for Google Ad Extensions across 4 locations located in India & EMEA. Instrumental in partnering with Google through multiple projects across sites to ensure continuous improvement in product. Setting up training & transition plans for new workflows – creating SOPs, evaluating operational SLAs. Root cause analysis on errors/problems in process and alert business impact. Driving quality SLAs & related customer expectations by gauging data trends and identifying actionable insights. Core competencies: strategic planning & scheduling, team building, diverse workforce management & data analytical skills.