Deepak C N

Experience

• 

  Amazon

  Feb 2012 - Oct 2015

  Summary: Part of the Advertiser success Team, Acquired, and Optimized Search Ad Campaigns and managed Merchant accounts through their life cycle. Being the training PoC for the team, trained and mentored new hires/team members across the team.Roles and responsibilities:• Advertiser life cycle management: Managing advertiser and seller accounts throughout their life cycle which includes on-boarding, Launching, Account optimization and retention.• Providing Launch support for self-registered sellers• Reviewing of seller listings to check for misclassifications in the catalogue wrt to product type and categorization. • Analysis of account performance metrics such as impressions, clicks, Conversions, advertising costs, etc. and continuous optimization of their ad campaigns to achieve business goals. Worked on optimizing the search engine for Amazon’s various advertising platforms.• Optimizing accounts/ ad campaigns by tweaking keywords, their bids, setting various keyword match type and providing suggestions on listing attributes like Titles, Pricing, etc.• Sending Performance reports at campaign/Account level to advertisers and continuously working towards achieving the goals of various merchants.• Working with high value accounts such as Zappos, LL Bean, and Webstaurant store, Uline, Diapers.com, etc.• Improving the retention ratio of advertisers on the ad programs by identifying poor performing accounts and providing full-fledged campaign optimization support.• Maintaining process metrics, performing analysis and identifying trends.• Sending out weekly, monthly business reports to the stakeholders. • Analysis of metrics to understand the process plus points and pain points and implementing new process flows for better results.• Providing ad program and optimization trainings to new hires, stake holders and Sellers via classroom trainings/ calls. Show less Summary: In Ad Policing team, managed work flow for a team of 15, Reviewed Ad content, managed escalations and was a part of the knowledge management team.Roles and Responsibilities:• Review of Advertiser accounts to check their compliance with company guidelines and listing policies.• Worked on different Pay-Per-Click (PPC) advertising platforms like Product Advertising, Display Advertising and Sponsored Listings.• Managed the work flow for various ad review programs: Resource and task allocation, working on account level escalations, troubleshooting issues related to advertisers and interactions with internal teams.• Provided Valuable feedback to the advertisers on the listing quality helping them in reinstatement of their accounts.• Prepared & sent weekly, Monthly and Quarterly business reports and presented the same to the stake holders.• Analysing data and evaluating trends/patterns.• Day to day analysis of a key metric 'Ad Defect rate', performing Seller outreach and defining strategies for reduction in the ADR hence enhancing customer experience.• Performed quality audits and analysed trends in errors. • Part of the Knowledge management team of Amazon Clicks team and worked with 4 members of the team and handled the below responsibilities,o Organised and conducted various training/knowledge sharing and mentoring program for the team members such as New Hire Process trainings, Refresher trainings, Process updates' training, etc.o Created/managed the SOPs and other process documents for all the processes and was the editor of team wiki. o Trained 75+ New hires and mentored 6 individuals at different Job levels ranging from freshers to managers in their on the job training. o Supported a team member in introducing a computerized set of video tutorials and learning module of processes for new hires and external teams.o Revamped the new hire training plan from 8 weeks to a robust 6 weeks which helped in improvement in overall team productivity. Show less

  • Account Specialist & Sr.Process Trainer

    Jun 2014 - Oct 2015

  • Sr. Content Specialist & Sr.Process Trainier

    Mar 2014 - May 2014

  • Content Specialist & Process Trainer

    Feb 2012 - Mar 2014
• 

  HT Media Ltd

  Nov 2015 - Mar 2016

  Account Manager

  Summary: Part of Sales and account management team, generated leads and acquired accounts, managed them and worked on renewal accounts. Roles and responsibilities:• Lead generation via Internet (Public listing and online advertising websites), cold calling and other methods.• Interacting with client and understanding their requirement and presenting the right product accordingly.• Raising a proposal and negotiation towards closure of the deal.• Managing of client account- Activation of product and making service calls to understand the pain points of clients and the same to be passed on the servicing team to ensure customer satisfaction.• Providing a demonstration to the client on product/tool usage and explain all the features related to the tool.• Keep a track of renewal accounts assigned and study their usage and based on that helping in renewal of service with proper follow-ups. Show less

• 

  Amazon

  Mar 2016 - Aug 2024

  As an LXD, leading content projects for Selling on Amazon (SOA), collaborating with SMEs for needs assessments and e-learning development using authoring tools such as, Camtasia, Vyond, and Articulate.• Managed LMS for delivery and tracking, evaluation and refining curricula based on data points in feedback from business and learners.• Optimized learner journey saving time by introducing needs-based learning curricula, developed LMS SOPs, and streamlined content workflow through sprints, quality scorecards, and dashboards.• Achievements include 45+ course developments across FBA, Brand Owners, Compliance, with PRR of 93%. Show less • Supervised training programs across org such as – New Hire Onboarding, Product, Process, tools, cross-functional and behavioral skills for tenured employees.• Conducting training need analysis to develop and execute the long term and yearly training roadmap for product and process knowledge, behavioural and cross-functional skills aligning with business objectives.• Digitalized the Training content for New hires and tenured employees and using authoring tools like Articulate 360 and Camtasia creating self-learn interactive training modules to develop a culture of self-directed learning within the team. • Implemented Data Security initiatives, including development of tailored flyers and self-directed training achieving 100% completion and 96% satisfaction. Collaborated with the Tech team to implement Account Authorization feature, increasing authorized access for managed accounts from 80% to 90%.• As the Subject Matter Expert (SME) Manager for the Amazon Ads Team and POC for Product/Tech teams, managed a globally used tool with 15k+ users, focusing on continuous improvement to enhance productivity and quality. • Reviewed feature requests, collaborated with Product and Tech teams to prioritize implementations, resulting in 54 HC savings. • Led Change Management for product and process improvement, establishing a framework for tech input, SOP updates, and Ops communication. Ensured timely adoption of launches via Weekly Change Communication, meeting 97% SLA of 2 weeks post-launch.• Led a team of 10 shared resources, troubleshooting product/tool issues and escalating bugs for resolution. Carried out pre-launch User Acceptance Testing (UAT) for Account Management Hub (AMH) releases, completing 40+ UATs and ensured resolving 80+ potential blockers before launch.• Implemented AI tool, Gong.io for scaled call analysis and identification of coaching opportunities aligning with VP goals, and collaborated on CRM integration, resulting in 3 FTE HC savings. Show less Training Team set-up & Expansion: • Established the training team for Amazon Ads, hiring and mentoring a total (part time & full time) 52 trainers across locations. • Conducted train-the-trainer sessions, calibration sessions, and managed resource allocation for new hire and ongoing training initiatives. Facilitated Org expansion from 1 to 4 nodes in 2019.New Hire Onboarding: • Orchestrated a comprehensive training program, encompassing product, process, and tool training, engaging trainers and SMEs across diverse locations. • Managed the trainings for 786 new hires across 4 sites, I ensured a high-quality experience, evidenced by an average feedback rating of 4.5/5 and an assessment score of 88%. • Launched Mélange, an onboarding initiative promoting engagement and success during the first 90 days of onboarding, resulting in an onboarding satisfaction rating of 4.4/5 against the Amazon average of 4.0. Product, Process & Tool trainings: • Led training initiatives for Ad Products, Processes, and tools, executing 50+ launches in collaboration with product teams. • Conducted needs analysis via knowledge checks, shadow sessions, and quality audits, improving quality score from 96.08% to 98.92%. • Utilized authoring tools Camtasia Studio/Articulate 360 for content creation, delivered through various channels including e-learning on KNET.• Led 100% adoption of Inhouse Account Management Tool (AMH) adoption with 35+ e-learning modules and quizzes on KNET, achieving 100% participation and conducting refresher trainings as needed.Behavioral and Cross-functional Skill Trainings: • Identified needs and Launched Call Readiness Program that included call trainings on pitch points, proof points, storytelling, and value propositions for ad products along with call handling training for various topics of conversation. • 99.2% of targeted team members were certified as call ready leading to overall increase in call ready specialists from 33% to 53% across the team. Show less Summary: SME for Optimizations, Optimized seller & Vendor Advertising Accounts. Training PoC for the team, trained and mentored new hires/team members across the team along with being PoC for Vendor optimization process and handled the reporting and stakeholder communications.Roles and responsibilities:• Optimizations, Process PoC & Work flow management:- Led the Optimization Pilot for Top Vendor Accounts- ISO and Field Accounts.- Managed and optimized advertising accounts of sellers and Vendors to increase efficiency and meet advertiser KPIs.- Owned business reviews and engaged with partner teams - Engaged with advertisers & sales team to understand advertising goals and expectations.- Executed end-to-end campaigns, created process SoPs and modified SQL queries to generate data for reporting. Performed Quality check for Optimizations done by team.- Managed the workflow for the team and worked with the Salesforce team to provide inputs and requirements• Training PoC- Part of the training team, created training plans, conducted classroom trainings, created assessments and provided feedback on the same.- Trained a total of 75+ new hires and mentored them to ramp up and go live on the process.- Created training tutorials for the team using Video recording and editing software Camtasia 8.0. Worked on creating Scripts for Short Videos for Vendors on Optimization. Show less

  • Learning Experience Designer

    Oct 2022 - Aug 2024

  • Program Manager - Training and SME

    Apr 2021 - Sept 2022

  • Training and Development Lead

    Oct 2017 - Mar 2021

  • Advertiser Account Manager & Process trainer

    Apr 2017 - Sept 2017

  • Advertiser Account Specialist & Process Trainer

    Mar 2016 - Mar 2017
• 

  Target

  Nov 2024 - now

  Learning Experience Designer Roundel Advertising