Kalyani Mishra

As a Digital Marketing Senior Associate in Google Operations Centre, my primary role was to cater to Google clients by resolving issues related to Google Marketing Platforms (DV360, CM360, GA360, GA4, SA360). Other roles included:

Maintain a positive and professional attitude towards customers and provide support across a variety of platforms, including chat, live email.

Dashboard Reporting by preparing and presenting regular performance reports to Google clients, highlighting key metrics, insights, and recommendations for optimization. This helps in demonstrating campaign effectiveness and informing future strategies.

Collaboration and Communication by working closely with internal teams (such as Sales, analytics, and marketing) and external partners (such as ad agencies, publishers, and technology vendors).

Analytics and Insights by using GMP Platform analytics tools and other reporting platforms to extract insights on campaign performance from a financial perspective. This includes identifying trends, anomalies, and opportunities for cost optimization or efficiency improvements.

Maintain acceptable performance metrics, including quality, productivity, first contact resolution.

As a Google Ads Senior Consultant, my primary responsibility was to optimize and manage Google Ads campaigns to achieve specific marketing objectives for clients and organization. Key aspects of my role included:

Campaign Strategy Development by creating and refining Google Ads strategies aligned with client goals, such as increasing website traffic, generating leads, or driving sales.

Keyword Research and Optimization by conducting thorough keyword research to identify high-performing keywords relevant to the target audience. Optimizing keyword bids and ad placements to maximize return on investment (ROI).

Campaign Monitoring and Optimization by monitoring campaign performance regularly to analyze KPIs like click-through rate (CTR), conversion rate, and cost per conversion.

Budget Management by managing campaign budgets effectively to ensure optimal allocation of funds across different campaigns and ad groups.

Performance Reporting by generating regular reports to summarize campaign performance, including insights into trends, opportunities, and challenges.

Worked as a web chat consultant for Direct line group in a blended process which targets at providing the best customer experience and making insurance simple for their customers.

As a consultant, the job role demanded for quick response within a specific timescale and to understand the issue of the customer at the time of emergency situations, claims, amendments on the existing policies, breakdown services and quick replacement vehicles.

Trained on Citrix 2016 and UIS, Live Engage and achieved 100% score in Connect module.

Working with spreadsheets, sales and purchase ledgers and journals.

Calculating and checking to make sure payments, amounts and records are correct.

Sorting out incoming and outgoing daily post.

Managing petty cash transactions.

Controlling credit and wages.

Reconciling finance accounts and coordinating with suppliers of raw materials.

Handle inquiries and transactions on banking and credit card products

Promote and cross-sell banking products as appropriate

Deliver superior customer service to ensure a superior banking experience to customers by

Displaying complete onus to the customers Query/problems.

Delivering service with requisite Courtesy and Accuracy.

Nil Defects (100% adherence to product & process).

Ensuring Nil Customer complaints and excellent SLS scores.

Escalating/Highlighting customer Problem Incidences.

Adherence to Service and Sales Compliance

Acquisition of high value Business Product, Current Account , Trade/FX Current Accounts, Savings Account variants and Assets variants.

To ensure proactive registration & activation of acquired customers to direct banking channels

To adhere to sales process & KYC Norms of the bank

To assist the Relationship Team Leader in catchment mapping & scoping exercise and provide feedback to leaders on opportunities, customer needs and competition benchmarking.