Madhavi Nelluri

Google Ads Account Strategist

• Supported direct and agency clients while managing account needs.
• Helped run Google Ads paid campaigns across Search, Display, Video, and Shopping.
• Wrote ad copy to improve Google Ads performance and relevance.
• Shared strategic recommendations from data analysis to improve campaign ROI via email and phone.
• Reviewed account metrics such as CTR, CPC, and CPA to find account opportunities.
• Resolved client concerns with knowledgeable, friendly service to support customer satisfaction.
• Prepared Google Ads activity reports with clear performance summaries.
• Met quarterly targets QoQ and earned Star Performer recognition.
• Maintained high Quality score QoQ

• Managed customer support across phone, chat, and email channels to resolve questions and concerns.

• Addressed customer complaints through professional communication and active listening.

• Translated Amazon policies, shipping updates, and account information into clear customer-friendly guidance.

• Triaged complex service cases and assigned follow-up to appropriate Amazon support teams.

• Maintained accurate case notes in Amazon case management tools to support service continuity.

• Researched order-related issues and coordinated with internal teams to drive resolution.

• Completed returns, refunds, and replacement processing through Amazon service systems.

Client: Google

• Supported candidate-centered hiring for open Google roles.
• Arranged onsite and virtual interview schedules for Tech and SWE roles across multiple time zones and locations.
• Gathered stakeholder availability through phone, email, and chat while staying composed through repeated schedule changes.
• Built strong stakeholder relationships through timely follow-up, clear communication, careful execution, and strong attention to detail.
• Resolved room-booking issues, last-minute declines, and interviewer swaps quickly.

Google AdWords

• Reviewed landing pages across business websites and extracted ad copy aligned with provided keywords.
• Verified L2 work against grammar, character spacing, brand name, trademark, and policy requirements.
• Exceeded client SLA targets for productivity, quality, utilization, short messages, and long messages each month.

Trainer role:

• Trained new hires and current agents on process steps, tools, and quality standards.
• Monitored agent performance and provided query support.
• Performed root cause analysis and supported individual and group training need assessments.
• Completed monthly process knowledge tests.
• Coordinated policy, error, and update discussions with Training and Delivery leadership, QA partners, MSP, and client contacts.
• Reviewed, created, and organized training plans, materials, resources, records, and folders.