Pravith Molugu

As a Digital Marketing Specialist at Google Operations Center, I work closely with a team of 15+ agents and ensure that clients' ads comply with Google Ads Policies while maintaining a strong relationship with Google.

• Quickly analyze the scope of the ads and take swift action to prevent losses for all parties involved.
• Identify opportunities for process improvement and implement innovative solutions to enhance team efficiency.
• Set clear team goals and KPIs.
• Delegate tasks and set project deadlines.
• Oversee day-to-day teams' operation and performance.
• Do regular performance evaluation. Create a healthy and motivating work environment and atmosphere.
• Develop a well-designed and motivating evaluation program.
• Communicate with teams about their performance.
• Monitor team performance and report on metrics.
• Discover training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues and conflicts.
• Plan and organize team-building activities.
• Assists management with hiring processes and certification of new training batches.
• Manage and resolve customer escalations which are sent to Google leadership.
• Manage Internal Leadership and stakeholders through regular communications (weekly/monthly/quarterly reviews).
• Prepare and Report Process Performance metrics to leadership and stakeholders.
• Share 1X1 Feedback to associates and identify the bottom quartiles and initiate desired action plans and monitor their performance through the focus period.
• Build strong employee engagement activities to connect with people and understand their challenges, trends and perspectives that may influence enforcement and operations at the workplace.
• Identify problems and issues and create programs and processes to solve them proactively.
• Suggest innovative approaches to solve issues at scale and is able to lead the team to use technological solutions to build efficiencies in operations.
• Achieve quarterly goals and growth objectives for multiple segments.
• Partner with in-market Business teams to develop growth plans to be actioned by the team.
• Motivate the team to deliver the benefits of Google’s ad solutions to all levels of the organization.

As a Senior Process Executive at Cognizant Technology solutions India Pvt Ltd., I play a key role in managing and optimizing Google Ads campaigns for clients.

• Manage and optimize Google Ads campaigns to improve performance and achieve client objectives.
• Provide recommendations for ad copy optimization and bid management to maximize ROI.
• Utilize strong communication skills to build and maintain client relationships, ensuring satisfaction and retention.

• Accept the incoming calls/chats and provide technical solutions to the customers regarding the issues with Dell Home User products.
• Make sure that the issue with the customer’s computer is resolved and if necessary ask the customer to extend the warranty.
• Taking the control of the customer’s computer remotely and ensure that the issues with the factory installed software is resolved to customer’s satisfaction.
• Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support
• Provided technical support for end-users and resolved escalated technical issues, resulting in 5% increase in customer satisfaction rate.