Vireo Video

Media Buyer

Google Operations Center

My Roles and Responsibilities: 
Address Google Ads Account Manager queries about setup and
performance issues of their Video ads Campaigns or Brand Studies.

Provide technical insight and guidance to Support Representatives' day-to-day
responses to Video Ad Campaigns setup and troubleshooting queries.

Evaluate and Approve/Reject trainees' technical support responses to client
queries about Video Ad Campaigns on Google Ads.

Weekly review of sample cases to make sure high customer experience quality
is maintained by support representatives.

Conduct trainings and knowledge sharing sessions about customer
experience quality for Google Ads support.

Conduct root cause analysis of customer dissatisfaction feedback provide
recommended actions to team leads.

Oversee internal calibration sessions focusing on support agent's understanding of
Customer Parameters and incorporating it on all of their correspondence.

Provide weekly/monthly team reports on Video campaign support quality
trends

Provide support to team leads during coaching sessions, providing product
and process centric feedback and recommendations.

Championed initiatives that will help improve team's support quality and
efficiency.

Train new team members on company protocols, best practices and Metrics
& Reporting procedures.

Video Ads Subject Matter Expert

Cognizant

Roles and Responsibilities: 
Addressed Google Ads Account Manager queries about setup and
performance issues of their Video ads Campaigns or Brand Studies.

Provided technical insight and guidance to Support Representatives day-to-day
responses to Video Ad Campaigns setup and troubleshooting queries.

Evaluate and Approve/Reject trainees' technical support responses to clients
queries about Video Ad Campaigns on Google Ads.

Conducted root cause analysis of customer dissatisfaction feedback provide
recommended actions to team leads.

Oversee internal calibration sessions focusing on TSR's understanding of
Customer Parameters and incorporating it on all of their correspondence.

Provided support to team leads during coaching sessions, providing product
and process centric feedback and recommendations.

Accenture

Create Test Plan/Schedule, Test Approach, Test Case, Test data.
Execute system integration and user acceptance testing.
Provide test support to front end teams.
Generate test results and issues report.

Software Engineering Analyst

Allegro MicroSystems Philippines, Inc.

Evaluate and implement improvements on test solutions prior production release.
Conduct and report production capability testing.
Generate report and statistical analysis of the results.
Generate product specific reference documentation required for manufacturing test setup.

Taplio

Benjie Castillo's Linkedin Analytics

Benjie Castillo

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