Pallavi M

Team Lead

• Lead, mentor, and develop a team members, enhancing their skills and knowledge. Provide ongoing support and training to team members, addressing questions and facilitating their professional development
• Utilize in-depth knowledge of Salesforce Marketing Cloud to comprehend and optimize our custom processes, features, and capabilities
• Responsible for overseeing all activities within a team and responsible for determining the goals that members will work towards
• Track key performance indicators (KPIs) for each account and the individual employee. Ensuring regular updates and reporting to both internal teams and clients
• Conduct performance reviews to ensure team members adhere to Key Result Areas (KRAs) and adjust roles as necessary to meet evolving needs

Sr.Campaign Management Specialist

• Create engaging and personalized email content
• Configured data extension and optimized decision splits in Journey Builder for precise audience targeting
• Designed and executed targeted marketing strategies leveraging Marketing Cloud to enhance customer engagement and drive conversions

Sr.Quality Analyst

• Conduct QA on Automation campaign like Welcome Series, Birthday, Anniversary, Popup, Preference Center, Page and Product Browse Abandonment, Shopping Cart Abandonment, Post Purchase, Alerts, SMS, and Full-service QA
• Raising bug ticket at JIRA for any QA callouts to be fixed and assign it to the respective individual for the Edits
• Functionality checks and email Id subscription/Capture checks
• Journey and the Conversation flow check based on Project Brief
• Rendering checks at Email On Acid, Mobile version check for popups and preference center at LambdaTest, Perfecto, Headspin
• Prepare the Journey/Conversation ready for Launch by updating messages to the threads
• Allocate the QA request using JIRA
• Expertise in Tools: SFMC, Listrak next, JIRA, Perfecto, Headspin

• Conducting inbox testing across major domains to ensure deliverability prior to deployment
• Investigating campaigns that underperformed and reported findings to the Director of Mailing
• Provided CMS and ESP training along with 24/7 support for all new hires to the department
• Optimized and identified opportunities to increase open rates, click through rates, visits and sales in email
• On boarded new clients and provided end to end support
• Managed, provided direction and final approval for email campaign list pull specification to the Database Management team
• Trained Product Managers and new Email Managers on Email process
• Created and designed prospecting and customer email campaigns for automotive dealerships in order to increase revenue growth and customer loyalty
• Measured campaign results and worked with dealers on a monthly basis to demonstrate ROI for the program and effectiveness of their running campaigns
• Using KPI's and measurable metrics, created segmentation strategies, A/B testing of subject lines, content, images and offers which drove higher open and click-through rates
• Responsible for pre and post deployment of campaign
• Build campaign in assigned email marketing tool using assets provided by Client, perform a round of pre-QA before sharing proofs to client. Once after campaign is built and approved by QA, sharing the proofs to client for confirmation
• Perform changes and again pre-QA for the changes before sharing proofs to CS team
• Deploy the campaign for assigned date and time
• Monitor the campaign till deployment and raise ticket if any Error found at the time of deployment
• Sharing post deployment report to CS team to keep track of campaign progress
• Years of Experience: Exact Target: 4 years, Harmony: 5 years
• Streamlined quality assurance processes through the development of comprehensive test plans and checklists.

• 8 months of work experience as Customer Service Executive in Courier Industry
• On-boarded major accounts
• Handled Secondary level of escalations
• Expertise in Tool: Integra
• Roles and Responsibilities: Monitoring day to day request allocation from client to internal team (PAN India), Resolving client issues and challenges by delivering innovative and scalable solutions, Maintaining report on day-to-day basis
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.

• On-boarding projects to the respective operations under CSG (Client Service Group)
• Email Campaign setup, pre-QA, Deployment
• Report, track and analyze campaign performance proving success in strategies
• Expertise in Tools: Exact Target, StrongView, KatalystM & DREAM Mail
• Responsibilities: Campaign set up and creative build with provided assets, Campaign testing, Proofing Campaigns in major Internet service providers, Scheduling Campaigns to deploy, Post Deployment reports