Charvi Malhotra

• Plan and execute the delivery and business performance of the Global CX centers to orchestrate and enable the transformation of CX into the desired future state. • Support the allocated technology, region & function to accelerate delivery and successfully deliver on the commitments to profitably grow the CX business. • Collaborating with cross-functional teams to drive business improvement, evolve insights and analytics, identify trends, issues, challenges, and recommended actions.

• Analyze performance metrics to deliver insights on performance, growth & optimization opportunities. • Write queries on SQL, Data Lake, Athena to automate manual processes and to pull in activation data reports and performance metrics to increase efficiency, save time and decrease errors. • Design and create targeted reports, proposals and dashboards to determine attribution, CPA, answer key strategic questions and uncover new investment opportunities with potential partners. • Model out fiscal year proposals for each partner (American Airlines, USAA, AARP, Insurance Companies, and more) for determining spend on future placements, promotions and finalizing upcoming contracts.

• Created weekly e-blast emails on Marketo on IT and Supply Chain campaigns delivered to 8,000+. • Introduced the concept of “Virtual Networking Discussion” to the company while executing and hosting the first ever networking discussion on the topic of “Covid-19 isn’t Cancelling the Holiday Season” with a supply chain perspective and presented the idea at the All Hands of the company. • Designed outreach sequence email templates to use for pre-and post-webinar promotions whilst managing promotion on LinkedIn, Twitter, Facebook, email, and Heroes for my event. • Created strategic and compelling content that established Quick Base as an industry leader in the low code space and a thought leader around the topics of operational agility and digital transformation while reinforcing brand messaging and aligning closely with company goals for a B2B audience.

• Engaged with Forbes 500 companies to negotiate logistics for publishing ads while curating content. • Utilized Tableau to monitor and assess the success of ads to derive strategy and recommendations. • Collaborated and developed a database platform “Metro” that aims to create online resumes for each ServiceNow user. Metro targets to compile lifetime achievements of users for a reward system in order to deliver the best user experience.

• Collaborated with Facebook and planned an event for them in Jakarta for a campaign launch. •Managed the entire team under the “Mooncake Festival” project and had full responsibility regarding the decisions for the creative, production, packaging, and sales. • Communicated with hotels in Thailand, Hong-Kong, Dubai, Australia, Singapore and Vietnam to view floor plans, prices and deals for events.

• Developed high-quality content to support campaigns, ads, banners, email nurtures, blogs, and more. • Worked cross functionally with demand generation, field marketing, product marketing and service provider teams to build and execute campaigns and events. • Orchestrated the marketing mix and marketing programs to generate awareness, opportunity, and loyalty