Ciaran O'Connor

Experience

• 

  Accenture

  Apr 2011 - Jun 2013

  Google AdWords Specialist

  - Adwords Specialist. Troubleshooting queries in relation to display and search advertising. Offering optimisation on keyword selection, ad text, keyword and ad grouping, geographical and demographical targeting, placement selection and remarketing. Using reports in Adwords and data in Analytics to inform customers about campaign performance and utilizing this information to increase return on investment. Providing support for additional Google products such as Google Places, Analytics and Google Merchant Center. - Billing Subject Matter Expert. Assisting agents in resolving complex billing queries to help increase first time resolution. Received advanced billing training to provide support to other markets.- Customer Satisfaction Guru. Analyzing raw data and compiling reports in excel to present the reasons for and solutions to customer dissatisfaction to management. Creating and implementing action plans to increase individual and team level metrics and providing feedback to agents.- Quality Reviewer. Reviewing agents quality to make sure we are providing the best service possible to our customers. Making sure that customers accounts are troubleshooted correctly and efficiently and that all information provided to our customers is correct. Creating training plans with management and highlighting knowledge gaps on my team.- Workflow Lead. Making sure that our agents are working efficiently and all resources are utilized wisely. Assigning open tickets to colleagues and making sure that customers receive answers in a timely manner. Monitoring phone and chat queues using managing software to make sure no calls or chats are missed and answered as soon as possible. - Based on my problem solving skills I was requested to attend bi-weekly focus group meetings to improve processes in the work place. I help resolve issues relating to communication and productivity by offering unique ideas and solutions. Show less

• 

  Yahoo!

  Jul 2013 - Aug 2015

  Senior Campaign Manager

  - Mobile SME. Point of contact for all mobile related queries for the UK team. Liase with other Mobile SMEs and work on issues that arise. - Quality Reviewer. Reviewing exclusive campaign executions and making sure the campaign is ready to go live. Taking ownership of QA process, streamlining QA workflow and delegating work to colleagues. - Developing internal processes. Working in groups to create alternative processes to streamline workflow, increase productivity and accuracy.- Serving as a primary contact for, and coordinating with advertising agencies, direct advertisers, creative agencies and internal support teams to ensure a smooth execution of all campaigns.- Ensuring timely and accurate campaign set-up including receipt of advertising creative from advertisers and agencies, coordination of campaign scheduling, and partnering with Finance to recognize revenue.- Managing campaigns; execute creative swaps and revisions, monitor campaign status and ensure campaign delivery, and optimize campaign performance.- Constantly meeting individual and Team KPI’s to achieve team goals and maintain ‘gold standard’ services across all digital platforms.- Working closely with sales teams to exceed client expectations and deliver upon requests in an efficient and timely manner.- Report on any campaign/creative delivery issues to Operation Managers and/or Sales teams.- Working to the Yahoo process, policies and standards set by the business and organise own workload.- Troubleshoot and work with teams to solve any advertising or associated platform issues reported.- Ensuring all Sales staff are kept updated about the status of their booked campaign. Show less

• 

  LinkedIn

  Apr 2016 - Jun 2017

  International Campaign Manager

  - Providing proposals for clients based on their objectives, KPI's and revenue forecasts by using expert knowledge of the best suitable strategy, target groups and products on LinkedIn. - Reviewing and creating Insertion Orders in close cooperation with internal teams to meet and exceed proposed quality standards and TAT- Setting up and helping clients to set up campaigns in Campaign Management Tool (Display and Native Ads, Email Marketing, Sponsored Content) providing support with best practices, targeting and creatives as well as trouble shooting.- Monitoring delivery and optimizing campaigns based on clients KPI's and providing recommendations to internal sales teams and clients alike.- Acting as technical, creative, and strategic adviser for Sales and Account Management teams by escalating issues, providing guidance around products and knowledge sharing- Working with several internal teams to improve workflows and make them more client friendly- Building relationships with clients by understanding client needs and presenting best advertising solutions to match those needs.- Mentor and train new hires in Ad Operations, Sales, and Account Management Show less

• 

  Amazon

  Sept 2017 - Dec 2017

  Creative & Campaign Manager

  - Primary liaison between Clients/Agencies, Sales, Account Management, off-shoreTrafficking, Design, and Retail for creative planning and technical support for allcampaign executions throughout the campaign lifecycle- Quality assurance of campaign assets and landing pages to meet high bars fordesign and content in accordance with creative acceptance and ad policy- Utilising strong project management skills to drive creative delivery, implementcampaign schedules, monitor campaigns and troubleshoot campaign related issues- Owning project briefing process for design teams and task prioritization. Show less

• 

  Amazon

  Sept 2018 - Dec 2018

  Creative & Campaign Manager

  - Primary liaison between Clients/Agencies, Sales, Account Management, off-shoreTrafficking, Design, and Retail for creative planning and technical support for allcampaign executions throughout the campaign lifecycle- Quality assurance of campaign assets and landing pages to meet high bars fordesign and content in accordance with creative acceptance and ad policy- Utilising strong project management skills to drive creative delivery, implementcampaign schedules, monitor campaigns and troubleshoot campaign related issues- Owning project briefing process for design teams and task prioritization. Show less

• 

  Amazon

  Sept 2019 - Dec 2019

  Creative & Campaign Manager

  - Primary liaison between Clients/Agencies, Sales, Account Management, off-shoreTrafficking, Design, and Retail for creative planning and technical support for allcampaign executions throughout the campaign lifecycle- Quality assurance of campaign assets and landing pages to meet high bars fordesign and content in accordance with creative acceptance and ad policy- Utilising strong project management skills to drive creative delivery, implementcampaign schedules, monitor campaigns and troubleshoot campaign related issues- Owning project briefing process for design teams and task prioritization. Show less

• 

  ResearchGate

  Jan 2020 - now

  Account Manager