Anand Samuel Devadas
Manipal
Summary
- Dynamic Tech Process Senior Associate at Google Operations Center with expertise in Google Analytics and strong client relations.
- Proven track record in driving targeted marketing campaigns and enhancing customer satisfaction.
- Skilled in technical troubleshooting and cross-functional collaboration, consistently delivering results that exceed expectations. Passionate about leveraging data-driven insights for business growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Tech Process Senior Associate
Google Operations Center
Bangalore
02.2022 - 10.2024
- Worked as a Analyst for Google Web technologies (HTML, CSS, JavaScript) and part of an Elite team handling High end clients in their sophisticated technically needsEstablish standards for best customer support practices
- Was part of the Advanced SEO strategy groups of Google operation centre.
- Create custom events and measurement in GA4
- Handling queries on technical aspects of advertisers( Google Ads Account, Google tag Manager, Google Analytics(UA& GA4),Consent Mode
- Ensure satisfaction of customer needs to the best possible way
- Identified new markets with analysis of changing user and industry conditions.
- Analysed customer behaviour data to drive targeted marketing campaigns.
- Create conversion tracking in both reporting tools like Google ads and Google Analytics dashboard.
- Ensuring to give the right resolution to the advertiser query.
- Maintaining reports on a daily basis to ensure that the right Customer Satisfaction Index is given.
- In the absence of the leads, maintained reports & also ensured the deliverables are updated and completed at the end of the day of the team.
- Proactively ensuring that the team do not have any missed appointments & Escalations
- Sending EOD Reports to the relevant teams ensures accountability, and provides a record of ongoing work.
- Assistance with Campaign management of the google ads accounts of the advertisers
- Assistance with Consent mode management and also to troubleshoot the query setup.
Sr. Process Executive
Cognizant Technology Solutions India Private Ltd.
Bangalore
09.2021 - 02.2022
- Respond to inquiries and queries from customers and provide a thorough and speedy resolve Query
- Establish standards for best customer support practices
- Ensure satisfaction of customer needs to the best possible way
- Handling queries on technical aspects of advertisers( Google Ads Account, Google tag Manager, Google Analytics)
- Ensuring to give the right resolution to the advertiser query.
- Maintaining reports on a daily basis to ensure that the right Customer Satisfaction Index is given.
Sr.CUSTOMER SUPPORT ASSOCIATE
Accenture Solutions Pvt Ltd
Bangalore
07.2018 - 08.2020
- Responded resourcefully to customer requests and concerns.
- Utilized exceptional communication to connect with customers, assess needs and present solutions.
- Greeted customers in a timely fashion, while quickly determining their needs.
- Recommended alternative items if the product was out of stock.
- Effectively communicated with and supported sales, marketing, and administrative teams on a daily basis.
- Determine the proper course of action for claims processing.
- Communicated clear expectations and goals to each team member.
- Directed calls to appropriate individuals and departments.
- Politely assisted customers in person and via telephone.
- Ensuring retention of the potential/non potential customers so as to retain the business.
MANAGER-KEY ACCOUNT SUPPORT
MCT Cards & Technologies-Manipal Technologies Pvt Ltd
Manipal
11.2015 - 05.2018
- Managed total department call volume of 100-200 per day.
- Researched complex problems and resolved issues in a timely manner.
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.
- Responded to customer requests with friendly, knowledgeable service and support.
- Coordinated department schedules to maximize coverage during peak hours.
- Scheduled appointments with service professionals.
- On-boarding various potential clients in the banking/non banking sector.
- Contacted potential clients to pursue sales and gather funds.
TRAINER
Printing Technology
Manipal
09.2011 - 11.2015
- Participated in a 2-day workshop on Copyediting held by Manipal University, Dept of Commerce.
- Been chief invigilator for various competitive exams held by IBPS, TCS, GATE, POLYCET.
- Assigned role as resource person for Curriculum Framework and Revision Workshop of Printing Allied Branches by Govt of Karnataka NITTR.
- Secretary for admission/college canvassing and Chairman for short term courses.
- Assessed student needs to develop effective communication training plans.
- Gather and organize supplementary material to support structured lessons.
- Facilitated group sessions and provided one-on-one support.
- Documented student attendance and progress against goals.
- Interacted with parents to resolve conflicting educational priorities and issues.
- Developed a program to work with students and increase interest in higher learning and Participated in a 3-day International workshop on Printing Ink in Mumbai.
Education
B.Tech - Speciality-Printing & Media Technology
Manipal Institute Of Technology
Manipal, KA01.2011
Diploma - Printing Technology
Dr. T.M.A. Pai Polytechnic
Manipal, KA01.2007
Skills
- Google Analytics
- Google Ads
- Google Tag Manager
- Risk Analysis
- Campaign management
- Conversion tracking
- Technical troubleshooting
- Business Process Improvement
- Process Development
- Cross-functional team collaboration
- Strong client relations
- MS Office Suite
- Customer-oriented
- Market research
- Analytical skills
Certification
- Certified Apple OS X Lion 101 Support Essentials
- Pearson Education publishers-manufacturing in publication & quality control
- Universal Print System limited-digital pre-press, designing & artwork
- Inventory Management: Aligning Inventory with Production & demand
- Operations Management Functions & Strategies
- Optimizing operations using Demand Forecasting & Capacity Management
- Supply Chain Management: Cutting Costs & Optimizing Delivery
Disclaimer
I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief and I undertake to inform you of any changes therein.
Languages
- English
- Hindi
- Kannada
- Marathi
- Tamil
- Tulu
Timeline
Tech Process Senior Associate
Google Operations Center
02.2022 - 10.2024
Sr. Process Executive
Cognizant Technology Solutions India Private Ltd.
09.2021 - 02.2022
Sr.CUSTOMER SUPPORT ASSOCIATE
Accenture Solutions Pvt Ltd
07.2018 - 08.2020
MANAGER-KEY ACCOUNT SUPPORT
MCT Cards & Technologies-Manipal Technologies Pvt Ltd
11.2015 - 05.2018
TRAINER
Printing Technology
09.2011 - 11.2015
B.Tech - Speciality-Printing & Media Technology
Manipal Institute Of Technology
Diploma - Printing Technology
Dr. T.M.A. Pai Polytechnic
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