Lakshmi Narayana Thalla

• 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.

• 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.