Govindu Nikhil Kumar Reddy

Senior Process Executive (Ops & QA)**
- Verified the accuracy and completeness of tickets processed by operations associates.
- Identified common process issues and areas for improvement.
- Provided effective feedback to enhance overall process efficiency.
- Measured the performance of operations associates against a predefined checklist.

Senior Process Executive (Trainer)**
- Delivered process training for new hires.
- Monitored and ensured high standards of quality for new trainees.
- Mentored new trainees to improve their quality, speed, and decision-making abilities.
- Managed the team in the absence of a supervisor/team leader and drove the team toward achieving business objectives.

Project :

Account Rollup :

Every campaign advertised through Google AdWords by a Google customer fits into a tiered structure within our customer information system.
• X is an internal CRM system which we use to associate accounts, companies, and agencies (Currently out of scope). Y is the external system where customers can edit accounts directly.
• Every AdWords account has a unique account ID called “CID” and can contain multiple campaigns. For our purposes, we will only focus on the internal customer ID as it pertains to the AdWords account.
• Each account must be linked to a Company/Division to assign it to a Google Account.

- Analyzed and processed tickets accurately and within the turnaround time (TAT).

- Documented all completed tickets daily.

- Handled inbound calls from customers, resolving queries and concerns in a timely and professional manner.

- Met metrics requirements consistently and accurately.

- Consistently met performance metrics, including first-call resolution and customer satisfaction targets.

Project :

Contact Enrichment :

An internally developed tool automatically updates decision-maker (DM) details for businesses after campaign creation on Google Ads.

Decision-Maker Categorization:

• Tier 1: CEO, CMO, Founder, Owner
• Tier 2: Director
• Tier 3: Manager
• Tier 4: Executive

Exclusions:

• Roles in HR, Operations, and similar non-decision-making positions are not included.

Responsibilities:

-Address inbound calls from business representatives about DM details not appearing or related issues.

-Check the system to confirm DM details are updated correctly. Ensure DMs are categorized within the eligible tiers.

-Identify and fix any data update issues.
-Make sure all data is accurate, and campaigns reflect the correct DM details.

-Provide explanations or solutions to business representatives. Document all queries and resolutions for future reference.

-This process ensures accurate DM updates and effective support for campaign management.