About Me
Results-driven Team Manager and Project Lead with 10+ years of experience building and leading high-performing teams across marketing operations, AI-assisted content delivery, and quality governance. Currently manage a cross-functional team of 30+ specialists, own end-to-end delivery of 2,500+ digital assets and 4,500+ Jira/CRM workflows monthly, and have driven measurable gains in workflow efficiency (+30%), quality (-25% recurring defects), and SLA performance (100% adherence). Proven track record of designing scalable SOPs and quality frameworks, mentoring and developing talent, and partnering with Engineering, Product, and enterprise clients to resolve escalations and hit business goals.
Skills & Technologies
Work Experience
Senior Team Lead — AI Marketing & Content Operations
Led a 30+ member team integrating human copywriting judgment into AI content generation for over 2,500 monthly assets, improving quality and reducing recurring defects by 25%. Developed diagnostic frameworks and collaborated with Product and Engineering to improve AI tools, achieving 30% workflow efficiency gains and 100% SLA adherence across 4,500+ Jira/CRM workflows monthly. Authored SOPs and quality frameworks improving productivity by 20% and delivered multiple Zero Error Weeks. Managed client escalations and resolved API/endpoint failures.
Content Marketing & SEO Specialist
Led content delivery for 15+ global B2B/B2C brand accounts, managing editorial calendars, SEO strategy, keyword research, and on-page optimization. Collaborated with SEO, design, and client teams to launch timely conversion-focused campaigns improving organic visibility.
Customer Service Support Advisor
Delivered enterprise-grade customer support exceeding SLA, CSAT, and productivity targets; recognized as Top Performer multiple times. Mentored new team members and led root cause analysis of delayed repairs, coordinating with Openreach.
Content Head — Brand & Creative Operations
Led content and quality operations for 30+ branding client accounts, managing and mentoring writers while enforcing brand compliance standards.
Content Quality Analyst
Owned end-to-end quality audits, proofreading, and compliance reviews. Led calibration sessions to standardize quality benchmarks across production teams.
Content Creator & Team Lead
Led content production team, setting SEO standards, training writers, and reviewing deliverables across client accounts.
Software Implementation Consultant
Led enterprise recruitment software implementation projects including training clients, coordinating deployments, managing MIS reporting, and stakeholder communication.
Projects
Copywriter-in-the-Loop (CITL) AI Content Quality Model
Led the CITL model integrating human copywriting judgment into AI content generation to improve production-ready quality across 2,500+ monthly digital assets. Built a diagnostic framework to classify AI copy failures and reduced recurring defects by 25%. Converted copywriter edits and diagnostic insights into feedback streams improving proprietary AI content tools in collaboration with Product and Engineering. Tracked quality metrics driving a 30% workflow efficiency gain and ensured 100% SLA adherence across 4,500+ monthly Jira/CRM workflows. Authored SOPs and quality-governance mechanisms that increased cross-functional productivity by 20% and enabled multiple Zero Error Weeks.
Education
Bachelor of Commerce
Commerce