Suresh Babu

Ad Tech & Digital Marketing Solutions:

• Assisted sales and customer success teams with product demos, renewals, and technical consulting on advertising technology solutions.
• Worked with customers to resolve issues related to CRM, marketing automation, and web analytics tools, ensuring optimal ad campaign performance.
• Extensive experience with Google Ads, Meta Ads, LinkedIn Ads, and Search Ads 360, troubleshooting campaign issues, optimizing performance, and integrating tracking solutions.
• Utilized Google Analytics 4 (GA4) to help customers create custom reports for web tracking, and analyze marketing campaign performance based on UTMs and URL parameters.

API and Cloud Platform Integration:

• Developed, debugged, and optimized REST API requests to validate endpoints and retrieve data from internal and external applications.
• Hosted documents using the Google Cloud API, creating JSON data sources for integration into custom Python scripts.
• Worked with the data engineering team to set up AWS S3 buckets for customers, and debug database-related issues.
• Deployed and managed feature flags in production for customer rollouts and beta testing.

Automation and Data Engineering:

• Created automation solutions using Python and SQL for data extraction, transformation, and troubleshooting.
• Designed and executed custom data exports, table updates, and backfills in MySQL.
• Created and executed cURL scripts to analyze and update data across internal and external platforms.
• Looked up server logs for debugging, using OpenSearch to retrieve internal account and contact information.

Cross-Functional Collaboration and Strategic Problem-Solving:

• Worked with front-end teams to debug and modify JavaScript implementations to align with customer requirements.
• Collaborated with back-end teams in feature and design review meetings to enhance platform capabilities.
• Provided deep product expertise and best practices for internal stakeholders, including sales, engineering, and customer support teams.
• Managed customer onboarding and troubleshooting of technical issues related to web integrations, advertising tracking, and automation tools.

Advertising Technology and Measurement Infrastructure:

• Helped customers set up advertising and measurement infrastructure, ensuring future-proof configurations.
• Integrated solutions with HubSpot, Marketo, Pardot, and Salesforce to optimize the sales-marketing lifecycle.
• Used Postman extensively for API debugging and troubleshooting ad-tech integrations.
• Debugged conversion tracking, pixel implementation, and audience segmentation for Meta Ads, LinkedIn Ads, and Google Ads.
• Created bug tickets and feature requests on JIRA based on product issues and customer requirements.

Vendor Management and Enterprise Technical Support Optimization:

• Managed multiple vendor sites supporting Microsoft Office customers across North America, ensuring high-quality technical support.
• Worked closely with internal Product Groups, Engineering teams, and Supportability Program Managers to diagnose and resolve complex software bugs and usability issues within the Office suite.
• Partnered with Service Delivery Managers to analyze vendor performance metrics, implement process improvements, and optimize KPIs for outsourced support teams.

Vendor Management and Enterprise Technical Support Optimization:

• Led support operations for multiple vendor sites catering to Microsoft Office users in North America, ensuring resolution of complex software and integration issues.
• Worked collaboratively with Engineering teams and Program Managers to identify and resolve product defects, contributing to enhanced software stability. Partnered with Service Delivery Managers to improve operational efficiency and vendor performance KPIs.
• Partnered with Service Delivery Managers to improve operational efficiency and vendor performance KPIs.

Customer Experience and Quality Assurance Leadership:

• Assessed customer support calls, provided quality evaluations, and assigned performance scores to ensure adherence to service excellence standards.
• Managed Level 2 escalation calls, resolving customer dissatisfaction and ensuring positive outcomes. Conducted root cause analyses on significant fluctuations in CSAT scores and team performance, implementing corrective strategies to enhance service quality.
• Conducted root cause analyses on significant fluctuations in CSAT scores and team performance, implementing corrective strategies to enhance service quality.

Quality Assurance and Performance Optimization:

• Provided quality and technical feedback to new recruits and trainees, ensuring consistent performance standards.
• Monitored and evaluated call quality, assigning scores and identifying improvement areas for the production team.
• Conducted performance reviews and coaching sessions to enhance overall team efficiency.

Technical Support and Incident Management:

• Managed critical customer incidents, ensuring timely resolution through effective troubleshooting and ticket management.
• Delivered remote support using tools such as LogMeIn, Uni-Center, and Dell Connect to diagnose and fix technical issues.
• Provided quality assurance and technical guidance to trainees and new hires, helping them build problem-solving expertise.