Philip Prashanth Kamireddy
Hyderabad
Summary
Dynamic and detail-oriented professional with over 6 years of experience in IT support and digital marketing. Expert in campaign optimization, client relationship management, and technical troubleshooting. Proficient in Campaign Manager 360 (CM360), Studio, and Ads Creative Studio platforms. Experienced in working with dynamic creatives (HTML, CSS, JavaScript) and troubleshooting issues related to ad serving. Demonstrated ability in mentoring new hires, managing team performance metrics, and delivering impactful solutions in fast-paced environments. Adept at resolving complex technical issues and ensuring optimal campaign performance.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Senior Digital Marketing Analyst (Performance Support Senior Associate)
Google Operations Center
11.2021 - Current
- Assisted clients with issues related to dynamic creatives and ad serving, ensuring optimal campaign performance
- Provided expertise in Campaign Manager 360 (CM360), Studio, and Ads Creative Studio platforms, ensuring seamless ad serving for clients
- Mentored new hires, delivering training sessions and offering ongoing support via chat and email to ensure seamless integration into the team
- Compiled and analyzed team metrics and performance reports, identifying areas for improvement and implementing strategies to enhance efficiency
- Supported clients and advertisers directly on campaign performance-related issues across products like AdWords (Search, Video, Apps, Mobile, Shopping, Display) and Analytics
- Collaborated with cross-functional teams, including Product Management, Sales, Engineering, and Ad Approval, to drive customer communications, product feedback, and technical issue resolution
- Educated customers on product usage, from basics to best practices, enhancing their understanding and application of digital marketing tools
- Maintained acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Actively sought solutions through logical reasoning and data interpretation, identifying trends and suggesting improvements
- Key Achievements:
- Increased client campaign performance by X% through optimization of dynamic creatives
- Reduced ticket resolution time by Y% through improved troubleshooting techniques
Senior Technical Analyst
C3i Support Services Pvt Ltd (An HCL Company)
04.2018 - 07.2021
- Provided application and technical support for Johnson & Johnson internal employees for assets like laptops and iOS devices via voice, email, and chat interactions
- Maintained technical proficiency in all applications used by the client support team
- Acted as the first point of escalation for Level-1 analysts, offering guidance on client-specific workflows
- Conducted internal training for new hires and shared best technical practices with team members
- Managed escalations and monitored the status of both open and resolved cases
- Led the team in the absence of the supervisor, allocating tasks and monitoring staff performance
- Key Achievement:
- Led a project to optimize support processes, reducing resolution time by X% and increasing customer satisfaction by Y%
Technical Support Associate
Sitel India Pvt Ltd
09.2016 - 12.2017
- Served as a Technical Support Associate for a US client (EarthLink), handling customer queries via voice, email, and chat
- Resolved and troubleshot reported issues following documented processes and internal response templates
- Answered inbound chats and calls, obtaining necessary information for issue resolution
- Communicated the benefits of products and services to customers, contributing to improved sales metrics
- Key Achievement:
- Increased customer retention rate by X% by providing timely solutions and exceptional customer service
Education
Bachelor of Technology - Aeronautical Engineering
Vardhaman College of Engineering
07.2011 - 05.2016
Board of Intermediate - M.P.C.
Narayana Junior College
06.2008 - 05.2010
Skills
MS Office Suite
Active Directory
HTML
CSS
JavaScript
Campaign Manager 360
Studio
Ads Creative Studio
ServiceNow
Agent Resource Manager
Horizon
Bomgar
Cisco WebEx
Lync
Google Analytics Premium
Web Analytics
Troubleshooting
Call support
Email support
Chat support
Virtual desktop assistance
Escalation management
Excellent communication
Attention to detail
Mentoring
Teamwork
Project coordination
Timeline
Senior Digital Marketing Analyst (Performance Support Senior Associate)
Google Operations Center
11.2021 - Current
Senior Technical Analyst
C3i Support Services Pvt Ltd (An HCL Company)
04.2018 - 07.2021
Technical Support Associate
Sitel India Pvt Ltd
09.2016 - 12.2017
Bachelor of Technology - Aeronautical Engineering
Vardhaman College of Engineering
07.2011 - 05.2016
Board of Intermediate - M.P.C.
Narayana Junior College
06.2008 - 05.2010