Samuel Sandeep Jetty
Kakinada
Summary
Dynamic Digital Media Senior Associate at Google Operations Center with expertise in Google Ads support and campaign troubleshooting. Proven track record in enhancing client satisfaction and optimizing workflows. Skilled in Python, SQL,and effective communication, I excel in resolving complex issues and mentoring teams to achieve exceptional results.
Overview
8
8
years of professional experience
Work History
Digital Media Senior Associate
Google Operations Center
Hyderabad
11.2024 - Current
- Provide advanced product support for Google Ads, specializing in UI issues, Google Ads Editor, and campaign troubleshooting.
- Diagnose and resolve complex Performance Max and Search campaign setup and performance issues.
- Manage high-value (Gold & Titanium) global clients, delivering priority support and maintaining high satisfaction standards.
- Perform deep-dive investigations (L1G escalations) for complex Search and Performance Max issues raised by internal teams.
- Collaborated with cross-functional teams to escalate and resolve critical technical issues, enhancing overall campaign performance.
- Contributed to pilot programs by testing new tools, providing actionable feedback, and supporting improvements in internal systems.
- Assist in AI tool training and implementation, enhancing troubleshooting efficiency and workflow automation.
- Mentor and support new hires during nesting, including case reviews, product training, and quality checks before client communication.
- Ensure accuracy and quality in client responses, minimise escalations, and maintain compliance with support standards.
Product Support Engineer (Google Adwords)
HCL
Hyderabad
11.2023 - 11.2024
- Promoted to PSME (Product Subject Matter Expert), supporting agents with product knowledge, process adherence, and best practices for client interactions.
- Provided guidance on Google Ads best practices, enabling clients to improve campaign performance and outcomes.
- Drove improvements in CSAT and Turnaround Time (TRT) through effective troubleshooting and optimization recommendations.
- Delivered end-to-end customer support via email, chat, and phone, achieving high customer satisfaction (CSAT) through timely issue resolution.
- Led a team of 15 members, providing support to global clients across Australia, the UK, and India.
- Conducted quality reviews and coaching sessions, enhancing agent performance and minimizing errors in client communication.
- Collaborated with internal stakeholders to address complex issues and streamline support workflows.
- Maintained strong focus on continuous learning, staying updated with the latest trends and updates in Google Ads.
Operations Associate
Amazon
Hyderabad
06.2022 - 12.2022
- Ranked among top performers by consistently exceeding targets and delivering exceptional results.
- Handled multiple processes and quickly adapted to new tasks, mentoring new agents in process training to enhance team capabilities.
- Managed daily operations in fast-paced fulfillment center environment.
- Coordinated inventory management and stock replenishment processes effectively.
- Utilized warehouse management systems to track shipments and orders.
Content Moderator
Concentrix Daksh
Hyderabad
01.2021 - 06.2022
Engineering Intern
Maruti Suzuki
06.2018 - 12.2018
Education
Mechanical Engineering -
Pragati Engineering College
Surampalem01-2019
State Board of Intermediate - M.P.C
Sri Chaitanya Junior College
Kakinada01-2015
Skills
- Google Ads management
- Campaign troubleshooting
- Performance analysis
- Digital analytics
- Data visualization
- Data interpretation
- Ad copywriting
- Content optimization
- MS Office
- Problem-solving skills
- Process improvement
- Team communication
- Continous learning
- SQL
- Python
- HTML
- CSS
Projects
- Capstone Project - Slot Booking Application like BookMyShow, Developed a slot booking application that provides a user an easy way of booking movie tickets online.
- Super Go-Kart, Design, test and build a 125cc Go-kart.
- Analysis of flow rate of carburetor by using Computational Fluid Dynamics, Optimizing the design of carburetor to improve the efficiency, life span and fuel economy.
Languages
Native speaker, Native speaker, Very good command
Hobbies and Interests
- Playing Badminton
- Photography
- Technology
Personal Information
Date of Birth: 06/12/98
Timeline
Digital Media Senior Associate
Google Operations Center
11.2024 - Current
Product Support Engineer (Google Adwords)
HCL
11.2023 - 11.2024
Operations Associate
Amazon
06.2022 - 12.2022
Content Moderator
Concentrix Daksh
01.2021 - 06.2022
Engineering Intern
Maruti Suzuki
06.2018 - 12.2018
Mechanical Engineering -
Pragati Engineering College
State Board of Intermediate - M.P.C
Sri Chaitanya Junior College