Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aarti Modak

Summary

Strategic Content Manager with 8+ years of experience leading content teams and overseeing full content lifecycles—from planning and creation to optimization and performance tracking. Expert in SEO, cross-platform publishing, and aligning content initiatives with user experience and business objectives. Proven success in driving brand growth and audience engagement through data-driven content strategies.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior E-Content Specialist

NISC(NES) Export Services PVT Ltd
06.2024 - Current
  • Enrich e-Resources and training resources as specified by usage statistics and stakeholder management.
  • Partner with technology vendors and information providers to deliver needs-based training and content to be easily distributed to various customer groups.
  • Build, review and edit help center articles, FAQs, guides, and other content to ensure clarity, consistency, and accuracy.
  • Ensure content is accurate, up-to-date, and user-friendly and regularly audit content to ensure it reflects the latest product updates and user feedback.
  • Optimize content for user experience and discoverability, ensuring it is easy to understand and navigate.
  • Collaborate with the SEO team to improve content performance and searchability.
  • Catalogue and classify new e-Resources (ejournals, eBooks, databases materials).
  • Liaise with the localization team to ensure that help center content is available in relevant languages and regions.
  • My role involves verifying the authenticity of academic transcripts, certificates, and other educational records submitted by students or applicants.
  • Verify the accuracy of information provided and ensure compliance with institutional policies and procedures.

Senior CSA

First Source PVT Ltd
11.2023 - 04.2024
  • My most recent role involves working for Cambridge University (UK).
  • Responsible for working on statistics assigned and provide management team with KPI's.
  • Meet the SLA required with efficiency and scheduling targets.
  • Communicate clearly with customers about the SLA terms, expectations, and any potential delays or issues that may arise.
  • Collaborate with cross-functional teams to identify and prioritize requirements.
  • My role involves verifying the authenticity of academic transcripts, certificates, and other educational records submitted by students or applicants.
  • Verify the accuracy of information provided and ensure compliance with institutional policies and procedures.
  • Communicate with students, applicants, and relevant authorities to clarify any discrepancies or inconsistencies.
  • Collaborate with academic departments, admissions offices, and other stakeholders as needed.

Process Analyst

Teleperformance
05.2022 - 08.2023
  • I worked for Google on research related and upgradation of projects using Core ML Ops.
  • Managed services for building, training, and deploying machine learning models at scale.
  • Gather a dataset of images from various sources, such as online repositories, databases, or by collecting them yourself.
  • Ensure that the images are relevant to your task and cover a diverse range of examples.
  • To annotate or label the images, accordingly, involved in manually assigning categories or classes to each image or using automated tools for annotation.
  • Choose an appropriate AI model architecture (e.g., convolutional neural network for image classification) and train it using the training dataset.
  • Using some potential KPIs to feed data into an AI model for image processing.
  • Maintaining accuracy for evaluating the performance of image classification models.
  • Metrics related to model versioning, deployment success rates, and monitoring performance in production environments.

Customer Service Advisor

[24]7.ai
09.2018 - 04.2022
  • Provide live chat solutions that allow businesses to engage with customers in real-time through web chat interfaces.
  • Provide analytics tools and insights that help businesses understand customer interactions and preferences.
  • Ensure that the sequence of questions makes sense and follows logical progression.
  • Consider using a mix of closed-ended and open-ended questions to gather diverse insights.
  • Ensure that the survey complies with relevant regulations and ethical guidelines, such as data privacy laws and codes of conduct for survey research.
  • Assess the quality of issue resolution by evaluating customer feedback and comments.
  • Pay attention to factors such as empathy, professionalism, and the ability to address the root cause of the issue to ensure high-quality resolution experiences.

Education

Bachelor of Commerce -

Sabarmati University
India
01.2012

Skills

  • Strong problem-solving
  • Analytical skills
  • Interpersonal Skills
  • Customer Focused
  • Collaboration
  • Leadership
  • Critical thinking
  • Attention to detail

Certification

  • Certified Google Support Practitioner, 2023
  • Certified Microsoft fundamentals, 2022

Timeline

Senior E-Content Specialist

NISC(NES) Export Services PVT Ltd
06.2024 - Current

Senior CSA

First Source PVT Ltd
11.2023 - 04.2024

Process Analyst

Teleperformance
05.2022 - 08.2023

Customer Service Advisor

[24]7.ai
09.2018 - 04.2022

Bachelor of Commerce -

Sabarmati University

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Aarti Modak