Summary
Overview
Work History
Education
Skills
Academic Projects
Education
Activities
Disclaimer
Timeline
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Lakshmi Narayana Thalla

Lakshmi Narayana Thalla

Plot No: 432/A, H. No: 4-32-1276, 2nd Phase Allwyn Colony, Near Nandanavanam, Kukatpally, Hyderabad

Summary

Results-driven professional with hands-on experience in Google Ads operations, campaign optimization, and customer support. Skilled in analyzing account performance, resolving client issues, and ensuring policy compliance. Proven ability to deliver data-driven insights and maintain high-quality service standards in fast-paced environments. Seeking to leverage my expertise to contribute effectively at GOC.

Overview

4
4
years of professional experience

Work History

Senior Process Executive­ - Voice @

Cognizant Technology Solutions
Madhapur -Hyderabad, India
08.2024 - 04.2026
  • Collaborated with cross-functional teams, aligning Google Ads campaigns with broader marketing objectives.
  • Managed keyword research and selection, enhancing ad relevance and quality scores.
  • Analysed performance data to refine ad targeting, improving click-through rates and conversion metrics.
  • Oversaw remarketing campaigns, re-engaging previous website visitors to improve conversion rates.
  • Implemented conversion tracking solutions to measure campaign impact and adjust strategies accordingly.
  • Resolved technical issues related to ad serving and tracking, ensuring seamless campaign execution.
  • Utilised data analytics tools to track performance metrics and generate reports for senior management.
  • Enhanced website usability and accessibility, leading to a decrease in bounce rates and an increase in average session duration.
  • Utilised Google Analytics to monitor campaign performance, identifying trends and opportunities for optimisation.

Currently Acting as Subject Matter Expert (SME):

  • Monitored staff performance and developed improvement plans.
  • Facilitated training sessions for junior staff, improving their understanding and skills.
  • Trained, coached and mentored consultants to increase team productivity.
  • Evaluated team performance regularly, providing constructive feedback and coaching for continuous improvement.
  • Handled complex problems and issues by understanding root causes and implementing solutions.
  • Collaborated with cross-functional teams to integrate subject matter expertise into projects.
  • Facilitated workshops and training sessions to upskill team members and improve service delivery.
  • Advised senior management on facilities needs and delivered ongoing operational support.
  • Monitored regulatory compliance across projects, addressing any issues swiftly to maintain adherence.

Associate-CS Internet @

Sutherland Global Services
Hyderabad, TG, 500032
09.2022 - 06.2024
  • Respond to customer inquiries, resolve complaints, and provide technical support, while offering solutions to resolve issues with the products.
  • Use good communication skills, personalise interactions, and use the right tone and vocabulary.
  • Knowing the issue with the product and helping the customer with the troubleshooting steps, if the issue is not resolved, we engage the customer with the manufacturer and offer follow-up support.
  • We need to make a follow-up call on the promised date to know the status of the unresolved issue; the issue needs to be resolved by us finally from Amazon's end under warranty.
  • Provide a great experience for each interaction, help customers, and follow up with them.
  • Accurately answering product and service questions, and suggesting information about other appropriate products and services.
  • Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
  • Communicated with customers through phone calls, online chats, and emails to assess customer needs and provide solutions.

Education

Bachelor of Technology(B.Tech) - Computer Science and Engineering(CSE)

Nalla Malla Reddy Engineering College
Hyderabad, TG
01-2022

Board of Intermediate Education - MPC (Maths, Physics, Chemistry)

NRI Academy
Vijayawada, AP
01-2018

Certificate of Higher Education - Board of Secondary Education

Nellore's Ravindra Bharathi School
Vijayawada, AP
2016

Skills

  • Customer Support for International Voice (US & UK)
  • Technical Proficiency:
  • C, C, Core Java, J2EE, Spring Framework
  • SQL
  • C, C
  • HTML, CSS, and XML
  • JavaScript
  • IDEs used: Visual Studio Code, Eclipse IDE, NetBeans, Notepad, Jupyter Notebook, IntelliJ
  • Implementing DSA concepts
  • GitHub: https://githubcom/6305527396/LakshmiNarayana
  • Digital Marketing Skills:
  • Google Ads management
  • Data analysis
  • Pay-per-click strategy
  • Keyword optimization
  • Campaign performance tracking
  • Marketing analytics
  • Customer relationship management
  • Cross-functional collaboration
  • Technical support
  • Data analytics
  • Pay-Per-Click campaign execution
  • Customer demographics understanding
  • Mobile advertising expertise
  • Google Adwords
  • Tools Used: SSP/ad exchange platforms (AdX, AdSense, AdMob), header bidding (Prebidjs), ad formats (VAST/VPAID for video, AMP), and data analytics tools
  • Team player

Academic Projects

Minor Project : 

 Built Java-Based Mobile Application for "On Demand Fuel Delivery Service" (Mobile App), This Project is mainly related to the fuel delivery service to make it available to the customers to get fuel on demand wherever and whenever necessary depending upon the required quantity through delivery persons using our Fuel Delivery Vehicles just like "Zomato" food delivery service. 

Major Project :

Block Chain-Based E-Voting System, The project depicts the voting system based on the blockchain that addresses some of the limitations in existing systems and evaluates some of the popular blockchain frameworks to construct a blockchain-based e-voting system. In particular, we evaluate key votes and can find duplicate votes and avoid fraudulent activities for emerging successful and justified governance.

Education

other

Activities

  • Organized CORONA-TECH Quiz Contests to spread awareness of the pandemic situation in 2020.
  • Participated in various technical hackathons conducted during graduation.

Disclaimer

 I hereby declare that all the information provided above is true to the best of my knowledge.

 

Date :                                                           

                                                                   (LAKSHMI NARAYANA)

Timeline

Senior Process Executive­ - Voice @

Cognizant Technology Solutions
08.2024 - 04.2026

Associate-CS Internet @

Sutherland Global Services
09.2022 - 06.2024

Bachelor of Technology(B.Tech) - Computer Science and Engineering(CSE)

Nalla Malla Reddy Engineering College

Board of Intermediate Education - MPC (Maths, Physics, Chemistry)

NRI Academy

Certificate of Higher Education - Board of Secondary Education

Nellore's Ravindra Bharathi School
Lakshmi Narayana Thalla