P. Monica Sabatini

Subject Matter Expert - Technical Solutions (Google) at Cognizant

Delivered advanced technical support for Google Ads and GA4, resolving complex issues related to campaign tracking, conversion measurement, and data accuracy. Implemented and validated custom events, user properties, and dynamic remarketing setups, ensuring clients gained actionable insights and improved ROI. Guided clients through the configuration of Consent Mode and Offline Conversion Tracking, maintaining compliance with privacy regulations while optimizing data collection. Leveraged HTML, CSS, and JavaScript to troubleshoot and deploy conversion tracking tags and custom integrations. Utilized Google Tag Manager to streamline data layer management and ensure seamless tag deployment across GA4 and Ads platforms. Designed and delivered comprehensive training programs for new and existing support agents, covering product updates, technical troubleshooting, and best practices. Collaborated with QA to conduct Root Cause Analyses, identified knowledge gaps, and implemented corrective mea

Senior Analyst – Clinical Applications at HCL (C3i Solutions)

Handled escalations from Level I/II Help Desk, providing application support for Roche Holding AG globally via calls, chats, and Google Meet. Mentored and trained new hires, improving team technical capabilities. Conducted QA on customer interactions and ensured knowledge base accuracy. Managed operational coordination with cross-functional teams for issue resolution. Delivered efficient customer and technical support for pharmaceutical applications. Maintained performance KPIs such as response time and resolution rate. Proactively identified process gaps and contributed to workflow improvements.

Process Associate Level I at C3i Solutions

Provided support for healthcare/clinical applications; contributed to quality and issue resolution; supported floor operations.

Process Associate at Genpact

Provided customer support for AdWords and SEO services; managed escalations; achieved high CSAT; coordinated status reporting.

Analyst at Advantage One Tax Consulting

Provided analysis and support for tax consulting; worked on various projects; liaised with clients.

Senior Analyst - Clinical Applications at HCL (C3i Solutions)

Handled escalations from Level I/II Help Desk, ensuring SLA adherence and quality resolutions. Provided application support for Roche Holding AG globally via calls, chats, and Google Meet. Mentored and trained new hires, improving technical capabilities. Conducted QA on customer interactions and ensured knowledge-base accuracy. Managed operational coordination with cross-functional teams for issue resolution and maintained performance KPIs such as response time and resolution rate. Proactively identified process gaps and contributed to workflow improvements.

Process Associate Level I at C3i Solutions

Provided customer and technical support in a clinical applications environment. Assisted with issue resolution, documentation, and knowledge transfer. Supported process improvements and collaborated with cross-functional teams to ensure service quality and SLA adherence.

Process Associate at Genpact

Provided customer support for AdWords and SEO services. Managed escalations and ensured first-contact resolution. Coordinated status reporting and daily updates for floor operations, contributing to high customer satisfaction.

Analyst at Advantage One Tax Consulting

Analyzed and supported tax consulting workflows, coordinating with clients and internal teams to ensure accuracy and timeliness of deliverables.

Subject Matter Expert - Technical Solutions (Google) at Cognizant

Delivered advanced technical support for Google Ads and GA4, resolving complex issues related to campaign tracking, conversion measurement, and data accuracy. Implemented and validated custom events, user properties, and dynamic remarketing setups to help clients gain actionable insights and ROI. Guided clients through configuring Consent Mode and Offline Conversion Tracking, ensuring privacy compliance while optimizing data collection. Leveraged HTML, CSS, and JavaScript to troubleshoot and deploy conversion tracking tags and custom integrations. Used Google Tag Manager to streamline data layer management and tag deployment across GA4 and Ads platforms. Designed and delivered training for support agents, conducted knowledge-sharing sessions, and collaborated with QA to drive RCA-based improvements. Managed agent shift planning and workflow coordination to maintain high-quality coverage.

Senior Analyst - Clinical Applications at HCL (C3i Solutions)

Provided application support for Roche Holding AG globally via calls, chats, and Google Meet. Handled escalations from Level I/II, ensured SLA adherence, and delivered quality resolutions. Mentored and trained new hires, performed QA on customer interactions, and maintained knowledge base accuracy. Coordinated cross-functional teams for issue resolution and tracked KPIs such as response time and resolution rate. Supported pharmaceutical applications and contributed to workflow improvements.

Process Associate Level I at C3i Solutions

Provided customer support for AdWords and SEO services. Managed escalations and ensured first-contact resolution. Achieved high customer satisfaction scores through prompt and accurate responses. Coordinated status reporting and daily updates for floor operations.

Process Associate at GENPACT

Provided customer support for AdWords and SEO services. Managed escalations and ensured first-contact resolution. Achieved high customer satisfaction scores through prompt and accurate responses. Coordinated status reporting and daily updates for floor operations.