Akhil Ropra

Experience

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  Saburi TLC Worldwide Services Pvt. Ltd.

  Feb 2013 - Sept 2014

  Team Leader

  • Oversee the day-to-day operations of the Technical Support Team (over all 3 channels availablePhone, Chat & Email).• Manage all incoming technical support inquiries.• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.• Reach out to customers where a follow-up by manager is required Staff performance management and monitoring.• Handle any escalations which require immediate attention from management.• Act as a mentor and provide oversight, coaching, and training to Service Desk team.• Be the point of contact when it comes to technical escalations.• Record and track team SLAs and workflows. Assist in the creation of the team KPIs as well as monitor and report on results.• Monitor team performance and report on metrics.• Work to create any relevant support material for the team.• Drive process improvements.• Drive creation of training modules as necessary.• Share new processes with the team.• Keep up to date with the product changes and enable the team for the same. Show less

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  Cognizant

  Jan 2015 - Aug 2021

  • Led a team of Google Ads-certified professionals to deliver excellent levels of individual/team performance and customer satisfaction.• To deliver business targets and objectives.• Create an inspiring team environment with an open communication culture.• Delegate tasks and set deadlines.• Oversee day-to-day operation.• Monitor team performance and report on metrics.• Keep team members motivated.• Work closely with the team to determine training needs and coach them.• Listen to team members’ feedback and resolve any issues or conflicts.• Recognize high performance and reward accomplishments.• Encourage creativity and risk-taking.• Suggest and organize team-building activities.• Provide timely support and communication across departments.• Set clear team goals and hold the team accountable to monthly benchmarks for campaign performance, meeting SLAs, and customer satisfaction.• Be responsible for all employee activity including following up on work results, performance monitoring, regular performance scoring, annual reviews, hiring, and recruitment.• Handling Client Escalation and WBR/MBR meetings with clients.• Ensure proper Quality Assurance of campaign builds and ongoing campaign changes. Show less • Assist a team of 20+ Google Ads-certified professionals with understanding Customer’s Marketing Requirements, Business objectives, and Target Audiences to ramp up clients' business online using the Google Ads advertising platform.• Assisting team members in planning, creating, executing, and managing various Google Ads campaigns including – Search, Performance Max, Display, Mobile, Video, Remarketing, and Google Shopping (Product Listing Ads).• Assisting team members in managing and optimizing Google ads accounts to help the clients achieve their advertising goals.• Functions also include helping and advising the teammates with Keyword research and analysis.• Providing Suggestions on Website and Landing page optimization (Desktop and Mobile), Ad optimization, and other campaign optimization techniques.• To create and share templates, documents, and SOPs as per the project requirements.• Assist the associates with monitoring and evaluating the performance metrics such as campaign optimization, ROI, CTR, Quality Score, Impression Share, etc.• Ensure proper Quality Assurance of campaign builds and ongoing campaign changes.• Training support representatives on Google Ads, Google Analytics, and other Google Advertising products.• Responsible for maintaining team backlog, SLA, CSAT, and TRT on a weekly basis along with creating Weekly/Monthly/Quarterly/Yearly Business Review Reports. Show less • Responsible for providing Google Ads support and troubleshooting to clients (Phone/Email/Chat Channel).• Identify the client’s business objectives for setting up new search and display campaigns.• Setting up and managing remarketing campaigns to target users who have previously interacted with a client's website.• Setting up and managing Google Shopping campaigns to promote products and drive e-commerce sales.• Responsible for providing suggestions on account/campaign optimization and making necessary changes according to client's needs (i.e. Testing and experimenting with ad copy variations, Keyword optimization, bid strategies, audience targeting, and placements). • Tracking, reporting, and analyzing website analytics.• Assist advertisers with other Google products including Google Analytics, Google Merchant Center and Google Webmaster tool.• Responsible for meeting the client goals set on important metrics like CPC, SOV, etc.• Responsible for the account/campaign budgets and pacing.• Regularly monitor the budgets/pacing and flag any warnings/issues to the internal stakeholders.• Optimize bid/budget whenever necessary to meet the monthly spending goals.• Account Budgets and IO setups. • Proactive account audits, health checks, and optimizations to meet the client’s goals/requirements.• Preparing daily/weekly/monthly reports and sharing them with clients.• Preparing reports with insights and presenting them for the regular weekly calls with the stakeholders. Show less

  • Team Leader - Google Ads Operations

    Apr 2019 - Aug 2021

  • Subject Matter Expert -Google Ads

    Apr 2017 - Apr 2019

  • Senior Process Executive - Google Ads

    Jan 2015 - Apr 2017
• 

  Paragon Digital Services

  Sept 2021 - Oct 2024

  Account Manager

  • Create and optimize Search campaigns.• Maintain effective communication with stakeholders.• Create campaigns tailored to the client's objectives using the Google/Bing Ads platform. This includes creating ad groups, selecting keywords, and designing engaging and effective ad copy.• Create regular reports to share with clients (SQR, Auction Insight, Hygiene Checks) that provide insights into campaign performance and use this data to make recommendations for future campaigns.• Monitoring campaigns: Analyze advertising metrics post-campaign launch to measure the performance and report on them. Track key metrics such as impression share, click-through rates, conversion rates, and cost per click to identify opportunities for improvement.• Optimization: Using data analysis and testing, optimize the campaigns to improve performance. This involves adjusting the targeting and bids, refining the ad copies and keywords, or testing new ad formats to see what works best.• Manage monthly invoicing and billing.• Track pacing and paid search budgets for assigned clients.• Other tasks include Advertising Account audits, Duplicate keyword reports, Promotional Ads creation, and Ad extension creation.• Mentor and train newly onboarded associates, assist them with their assigned tasks, oversee their performance, and provide reports on their progress. Show less

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  Dentsu India

  Oct 2024 - now

  Senior Account Manager