Kokab Naqvi

• Created advertising campaigns for clients based on their needs and budget.
• Conducted market research in order to determine potential sales opportunities.
• Developed and maintained relationships with clients to ensure repeat business.
• Generated leads through cold calling, emails, direct mailings.
• Identified target markets and developed strategies to reach them.
• Responded promptly to customer inquiries via phone or email.
• Provided support during the implementation of client projects.
• Maintained detailed records of all sales activities including contacts, accounts, leads.
• Researched industry trends in order to create effective sales pitches.
• Analyzed customer feedback in order to improve services offered by the company.
• Gathered data from competitors in order to identify areas of improvement for own company's offering.
• Prepared presentations and proposals for prospective customers.
• Set up meetings with potential clients to discuss advertising solutions.
• Upsold advertising packages and options to customers by making outbound sales calls.

Digital Marketing ( Google Ads ) :

• Role and responsibilities. Handling Search engine optimization and route, Display Ads, campaign level issues, Account UI interface, Search campaign,
• Payments Profile set-up
• Handling Accounts Budget
• Handling Olympus customer of Google Ads
• Maximize clicks, CPC, Manual CPC,
• Total resolution for Google Ads billing and Policy
• Email designing, optimized email campaigns
• Handling Google Clients Account Managers
• Handling meets with Googler's and set-up video connects with
• Working on Meet with Account managers of high spend of Clients
• Handling LCS, GCS Clients
• Handling clicks, impression, targeted audience.

* Working on Other responsibilities inside the product:

• Floor support
• Handling Nesting batches
• Working with Quality support
• Attending training and knowledge about new launches of e-letters.
• checking weekly G-care newsletter product launches with new Google policies and updates.
• Discussion on MOM ( Minutes of Meetings) with Quality.
• Supporting on all Live channels such as , Phone , Emails, Chat.
• Handling CSAT, DSAT , Scorecard etc.
• Working on Silver , Gold and Bronze channels of Google Ads.
• Handling Google sheet to maintain the data.

Work upon Quality of Product and Client feedback, Survey and satisfaction:

• Monitored operations, ensuring processes stayed in line with company regulations, as well as health and safety codes.
• Handled all elements of process mapping, analysis and design, effectively developing business change.
• Developed high-performing teams to consistently exceed goals, drive revenue and expand markets.
• Established company targets based on previous performance and predicted forecasts.
• Monitored operations to keep processes aligned with targets and matching forecasts.
• I also completed the fundamental of basic Digital Marketing Course with equivalent certificate.

Role and responsibilities:

• Worked under different Project and clients:

1. Client Name Cigna ( Health Insurance Company )

• Provided HRFS services to the employees of Cigna via email and phone support channel
• Handled U.S payroll, Timekeeping, HCM
• Handled U.S.A health insurance

2. Client Name : AT&T Client

• Handled AT&T open Enrollment
• AT&T Payroll

3. Client Name: Wells Fargo.

• Handled Birth and open enrollment for U.S.A client,
• Provided the assistance about Health Insurance.

4. Achieved target in terms of client satisfaction:

• Gave out information and advice about available [Product or Service] options.
• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Maintained constant presence at front counter to receive enquiries.
• Stayed current on policies, procedures and standards to offer optimal support.
• Handled high-volume telephone calls to address and resolve customer queries.
• Followed scripts and processes to uphold brand standards.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.
• Handled [Number] of inbound calls per day.
• Exceeded goals through effective prioritization and consistent work ethic.
• Achieved service time and quality targets.
• Collaborated with team members to achieve target results.

• Handled Emails , Chats and Calls
• Handled Claims
• Meetings with U.S.A based Clients
• Floor support
• Handled Batches as a Trainees for new Joiners.
• Addressed customers enquires vice quickly and accurately.
• Built rapport with customers through courteous and professional communications.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.
• Involvement on Client visit.
• Received recognition or appreciation inside the Process.