Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashok Kumar

DIGITAL MARKETING Executive
Hyderabad

Summary

Looking forward to be a part of Core Digital Marketing projects where I can enhance and contribute my knowledge gained so far and be a valuable asset to the organization.

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Digital Marketing Support Specialist for a period of 4 years helping Advertisers/Account Managers in resolving issues pertaining to ad servers and make them understand the nomenclature & functionalities of various digital marketing structures in order to improve their advertising quality.

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Coordinated very well with Advertisers throughout the globe in installing, verifying and tracking conversions with Pinterest tagging method.

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Helped the Advertisers in understanding the real time metrics involved in Pinterest Analytics and optimizing conversions.

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Also helped them in measuring campaign performance, build audiences for targeting and access conversion insights.

Dealt with 3rd party tracking integrations, Ad format specific tracking and tracking offline conversions.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Senior Process Executive [Optimization/ Analytics]

Cognizant - Hyderabad
02.2022 - 01.2024
  • Feb'22 - Jan'24 [≈ 2 Years]. Generated monthly metric reports, interpreted results and developed processes and solutions.
  • Evaluated emerging technologies to identify opportunities, trends and best practices to strengthen business platform and development practices.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Cultivated positive relationships with clients, evaluated their needs and feedback to drive product and service improvements.
  • Created Pay-Per-Click campaigns to drive targeted traffic to company website.
  • Optimized website content and images to improve search engine rankings.
  • Developed and deployed content marketing strategies to improve organic search traffic.
  • Helped clients develop website portals to promote businesses.
  • Developed digital marketing strategies by creating and implementing plans to reach and engage target audiences.

SOCIAL MEDIA MARKETING /Platform Support Associate

MediaMint - Hyderabad
08.2020 - 06.2021
  • August'20 - June'21 [10.5 months]. Promoted company’s product and services in the Digital space/ Managed digital marketing campaigns of Partners.
  • Assisted Advertisers across the globe in resolving difficult technical issues with respect to Ads targeting, Tag manager, Shopping Ads, Catalogs, Traffic, etc.
  • Helped Partners in answering various queries related to accounts verification, website claiming, business accounts, billing disputes, etc., Digital Marketing Client - Pinterest, My Recent Work History was all about assisting Clients of Pinterest Digital Marketing Platform in answering/resolving their billing related queries/issues through email/chat support and accordingly routing the cases to various support teams.
  • Assisted Advertisers across the globe in resolving difficult technical issues with respect to Ads targeting, Tag manager, Shopping Ads, catalogs, Traffic, etc.
  • Key Objective: To communicate with the clients who had raised Email Tickets and answer their billing queries with respect to campaign creation, metrics, billing disputes.
  • Communicate with the advertiser chosen by the client for the assets required for publishing the campaign.
  • Collection of process updates and reiterating them to the team a few days before the PKT is conducted every month.
  • Provide Invoices and Credit to the Advertisers and assist them through Chat.
  • Help the Advertiser in setting Billing Preferences, viewing Invoices and downloading Billing Reports.
  • Responsible for the maintenance of uniform quality across the team as per the SLA provided by the client.

DIGITAL MARKETING /Business Process Associate

Accenture - HYDERABAD
11.2017 - 05.2019
  • Nov'17 - May'19 [1.5 Years] My Recent Work History was all about assisting Clients of Google Digital Marketing Platform in providing invoices, billing reports, answering/resolving their billing related queries/issues through email/chat support and accordingly routing the cases to various support teams.
  • Key Objective was to communicate with the clients who had raised Email Tickets and answer their billing queries with respect to campaign creation, metrics, billing disputes.
  • Communicate with the advertiser chosen by the client for the assets required for publishing the campaign.
  • Collection of process updates and reiterating them to the team a few days before the PKT is conducted every month.
  • Provide Invoices and Credit to the Advertisers and assist them through Chat.
  • Help the Advertiser in setting Billing Preferences, viewing Invoices and downloading Billing Reports.
  • Responsible for the maintenance of uniform quality across the team as per the SLA provided by the client.

Technical Support Representative

Inowell Technologies
02.2016 - 11.2017
  • Feb'16 – Nov'17 [21 Months] Key Responsibility is to receive calls and chats from the ESAB employees and contractors belonging to different business groups of ESAB and resolve/troubleshoot the login and accessing issue.
  • Key Objectives:
  • To handle application related issues related to the ESAB Corporate, Appliances and ESAB Digital Solutions.
  • To professionally handle the B-B, B-C process and resolve the application related issues.
  • To disable/enable the user's access, to check the Users account statuses to work on the issues accordingly.
  • To dispatch the tickets to higher level teams depending on the variety and complexity of the issue.
  • To raise the high urgency and priority tickets during the times of both planned and unplanned outages.
  • To provide the status updates of the tickets and to raise high priority tickets on the user's requests also escalating them to remote teams for the users who are working remotely.
  • To fix Outlook login issues, adding computers to AD, mapping printers/shared drives to computers.
  • Performing complete IE troubleshooting depending upon the business group users belong.

I.T Services Support Representative

UNISYS India Pvt Ltd – HYDERABAD
08.2015 - 01.2016
  • Aug'15 to Jan'16 [6 Months] My Role was purely receiving Calls from, Customers and resolving Issues related to Internet Connectivity and Outlook.
  • Responsibilities:
  • Answer inbound contacts, receive and work email interactions, follow schedule, use the right tools & knowledge, provide quality of service, and stay current on support changes Standards.
  • Arrive to work on time and on days scheduled as well as adhering to the schedule provided by RTM.
  • If they are unable to meet this requirement they are to contact their leader and RTM.
  • Treat customers with courtesy and respect by following our Quality Guidelines.
  • Stay current on new deployments and system updates. Follow established process, procedures and APRs while maintaining compliance.
  • Report potential call drivers to leadership. Meet provided FCR, SA, Quality, Promoters(CSAT).
  • Contribute to Knowledge Database and process improvements. Maximize availability to support inbound contacts.
  • Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups.
  • Follow guidelines for handling PII, confidential and sensitive information. Education Support Firm Emergency processes.
  • Take initiative and own your career. Stay current on the tools used to support our customers.

Technical Support Associate

Tech Mahindra – HYDERABAD
05.2014 - 08.2015
  • 29th May 2014 - 1st Aug 2015 [14 months] Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
  • My Role was purely receiving Calls from, Customers and resolving Issues related to Internet Connectivity and Outlook.
  • Responsibilities Answer inbound contacts, receive and work email interactions, follow schedule, use the right tools & knowledge, provide quality of service, and stay current on support changes Standards.
  • Arrive to work on time and on days scheduled as well as adhering to the schedule provided by RTM.
  • If they are unable to meet this requirement they are to contact their leader and RTM.
  • Treat customers with courtesy and respect by following our Quality Guidelines. Stay current on new deployments and system updates.
  • Follow established process, procedures and APRs while maintaining compliance.
  • Report potential call drivers to leadership.
  • Meet provided FCR, SA, Quality, Promoters(CSAT).
  • Contribute to Knowledge Database and process improvements.
  • Maximize availability to support inbound contacts.
  • Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups.
  • Follow guidelines for handling PII, confidential and sensitive information.
  • Support Firm Emergency processes. Take initiative and own your career.
  • Stay current on the tools used to support our customers.

Technical Support Associate

Wipro BPO
11.2013 - 05.2014
  • 29th Nov 2013 to 8th May 2014 [5 Months] Receive incoming calls from customers experiencing laptop issues.
  • Listen to problems, ask questions, and diagnose hardware/ software issues. Provide step-by-step troubleshooting guidance.
  • Resolve issues remotely or escalate to advanced support.
  • Document customer interactions and issue resolutions.
  • Identify opportunities to offer warranty extensions or upgrades. Explain warranty benefits, coverage, and pricing.
  • Address customer concerns and objections. Process warranty sales and upgrades.
  • Meet sales targets and performance metrics.

Education

Bachelor of Technology -

V.S.I.T
09.2008 - 05.2012

Skills

    Well versed with On-Page & Off-Page Optimization Techniques

    Familiar with Tools like Ahref's Backlink checker, SEO Site CheckUp, SERP Rank Checker, SiteMap generator, etc

    Product support

    Operational Support

Timeline

Senior Process Executive [Optimization/ Analytics]

Cognizant - Hyderabad
02.2022 - 01.2024

SOCIAL MEDIA MARKETING /Platform Support Associate

MediaMint - Hyderabad
08.2020 - 06.2021

DIGITAL MARKETING /Business Process Associate

Accenture - HYDERABAD
11.2017 - 05.2019

Technical Support Representative

Inowell Technologies
02.2016 - 11.2017

I.T Services Support Representative

UNISYS India Pvt Ltd – HYDERABAD
08.2015 - 01.2016

Technical Support Associate

Tech Mahindra – HYDERABAD
05.2014 - 08.2015

Technical Support Associate

Wipro BPO
11.2013 - 05.2014

Bachelor of Technology -

V.S.I.T
09.2008 - 05.2012

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Ashok Kumar DIGITAL MARKETING Executive