فيجاي Soni

Led business strategy, operations, and cross-functional teams, overseeing project delivery, resource planning, recruitment, and stakeholder management.

Identified business challenges and designed practical digital transformation, process improvement, and AI adoption strategies to enhance operational efficiency and business performance.

Built strategic partnerships with Google Cloud, Google Workspace, and Salesforce, strengthening the companys service capabilities and market presence.

Directed client discovery sessions, analysed business requirements, and recommended technology-driven solutions aligned with organizational goals.

Established operational processes, performance metrics, and delivery frameworks to support scalable business growth.

Supported strategic operations for Google YouTube Music, collaborating with Strategic Partner Managers (SPMs) to improve operational performance and partner success.

Developed operational dashboards and automated reports, enabling data-driven decision-making and performance monitoring.

Analyzed large datasets to identify trends, operational gaps, and improvement opportunities while ensuring data accuracy and reporting quality.

Delivered business insights and recommendations that enhanced operational efficiency, reporting effectiveness, and stakeholder decision-making.

Worked closely with cross-functional teams to streamline operational processes and support strategic initiatives.

Supported Google Play Store customer operations, delivering high-quality customer support across voice, email, and chat channels while consistently meeting SLA and quality targets.

Analyzed customer interactions and operational trends to identify recurring issues, recommend process improvements, and enhance service efficiency.

Collaborated with cross-functional teams to improve customer experience, optimize operational workflows, and support business objectives.

Utilized business analytics and performance insights to support decision-making and continuous process improvement initiatives.

Contributed to improving service quality by identifying customer pain points and recommending practical solutions to enhance the overall customer journey.

Analyzed customer interaction data and operational metrics to identify performance trends and support data-driven decision-making.

Developed KPI reports and operational dashboards to assist management in monitoring service performance and team productivity.

Collaborated with leadership to identify process improvement opportunities that enhanced operational efficiency and service quality.

Supported performance reviews by providing analytical insights and actionable recommendations for continuous improvement.

Consistently delivered high-quality customer support while contributing to operational excellence initiatives.