Experienced professional with 19 years of experience in the field of customer service / operations management and digital marketing, in domestic and international markets serving a variety of sectors including commercial business, small businesses, and a variety of vertical markets. INTERNET MARKETING Oversee and manage all aspects of the Internet Marketing phases for assigned clients` marketing campaigns including account planning, organic SEO (Google Analytics configuration, keyword research, competitive research, page optimization, sitemap optimization, link building, local listing implementation), PPC Management, eMail Marketing, Conversion Optimization, social media, website maintenance including content and other strategies as assigned. Manage functions such as content strategy, link building strategy, and keyword strategy to increase rankings on all major search networks. Execute tests, collect and analyze data, identify trends and provide insights in order to achieve maximum ROI on all search campaigns. Test ad copy, landing pages and other critical campaign elements. Experienced in creating ads on LinkedIn, Twitter and Google AdWords; Using Heat Maps, Google Webmaster Tools, and Dreamweaver. Manage PPC strategy and execution, working with outside PPC agency to optimize paid search campaigns. Grow and optimize the keyword portfolio by testing ad, copy, landing pages and bidding strategies. Identify and review negative keywords to lower cost. Manage search engine marketing expenses and overall budget. Lead solution definition within the business development process - including facilitation of sales meeting, client discovery, solution development, proposal creation, project estimation, and client presentation. Lead business development activities across assigned client portfolios. Create weekly, monthly and ad hoc performance reports. OPERATIONS MANAGEMENT People Management: Providing leadership and effective management of operational teams so that all objectives and targets are achieved. Leading and managing a large team of 150 operators with their team leaders and managers. Ability to set the vision of the team by managing individual and team performance expectations and goals, monitoring real time schedule adherence, and holding the team accountable for meeting and exceeding performance targets. Operations and Project Management: Evaluate work order and call volume metrics to oversee and guide day-to-day activities of the staff to ensure site standards for customer service are maintained and efficiency levels are achieved. Forecast, coordinate and execute staffing plans based on associated data. Identify trends in inbound volumes and call flows to drive efficiency. Identifying and eliminating root cause barriers to accuracy, productivity, and quality. Improving the quality score of the teams by conducting a RCA and providing necessary training and feedback. Profile ©

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