Edward Despida Email & Phone Number

Taguig, National Capital Region, Philippines

Search/Performance Max Specialist1. Conducts thorough analyses of Google Ads campaigns, specifically Search and Performance Max, to identify areas of improvement and optimization opportunities.2. Monitors and evaluates the performance of ads, keywords, and targeting to ensure they align with the campaign objectives.3. Identifies and troubleshoots issues related to ad performance, targeting, budget utilization, and overall campaign effectiveness.4. Collaborates with clients, stakeholders, or team members to communicate findings, propose solutions, and implement changes.5. Help advertisers improve the performance of their campaigns. Provides various optimization tools and features like automated bidding strategies, ad rotation settings, and campaign experiments to help advertisers maximize their campaign effectiveness. Uses Recommendations for guidance for any automated suggestions from Google Ads for further optimization.BART, Reserve and YouTube Channels Specialist1. Support the campaign implementation team in handling reserve campaign bookings like Masthead and Sponsorship, addressing technical issues such as inventory errors and red banner errors.2. Aid Account Managers, Brand Specialists, and the implementation team in creating advertiser profiles through BART (Reserve campaign booking tool).3. Assist Account Managers, Brand Specialists and the implementation team in investigating performance-related issues for reserve campaigns, including underdelivery, overdelivery, and ad-serving issues for various ad formats.4. Manage YouTube channels, including tasks like channel transfers, admin access, and implementing channel exceptions such as pharma blacklisting.5. Analyze video metrics for Masthead campaigns, including clicks on videos, clicks on CTAs, and view counts, quartile views data, unique reach etc.

Pasig, National Capital Region, Philippines

1. Gives advice to clients on how to save and invest their money.2. Discuss financial topics with clients, including debt management, savings objectives, estate planning, protection planning through insurance, retirement accumulation and distribution tactics

Muntinlupa City, National Capital Region, Philippines

1. Adherence to the Service Level Agreements.2. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.4. Develops Service Desk agents/Team Leaders through mentoring and coaching.5. Conducts team huddle and/or one-on-one coaching to Service Desk agents/Team Leaders to enhance performance and knowledge.6. Disseminates critical updates to Service Desk agents and ensures its 100% compliance.

Quezon City, National Capital Region, Philippines

1. Mentors and coaches Service Desk agents to facilitate their development.2. Manages calls, chats, or emails from Service Desk agents, offering comprehensive support until case resolution.3. Facilitates team huddles and/or conducts one-on-one coaching sessions with Service Desk agents to improve performance and knowledge.4. Ensures achievement of the Service Level Agreement with the client.5. Applies corrective actions to Service Desk agents for attendance or performance infractions based on the company’s code of conduct and discipline.6. Disseminates critical updates to Service Desk agents and ensures 100% compliance.

Quezon City, National Capital Region, Philippines

1. Receives call, chat, or email escalations from Service Desk agents and ensures comprehensive support until the case is resolved.2. Manages escalations from Regional Service Managers.3. Collaborates with Process Analyst to identify and align process gaps.4. Conducts root-cause analysis on aged tickets (missed SLA tickets) and proposes actionable plans to enhance resolution rate and customer satisfaction.5. Assumes the role of officer-in-charge in the absence of a supervisor or team lead.

Quezon City, National Capital Region, Philippines

Technical Support Specialist1. Logs incident and request using ticket tool (OSD – Operational Service Desk) and dispatch the ticket to appropriate team, if necessary.2. Troubleshoots network issues such as VPN, LAN, Wi-Fi etc.3. Troubleshoots hardware and software issues.4. Assists users setting up email accounts, SecurID tokens, file share access permissions etc.Performs password reset such as Pointsec, NT logins, etc.5. Acts as first contact of support for major incident handling.Service Request Management Single Point of Contact1. Assists Service Desk agents with issues about service requests such as software installations, hardware installations, file share permissions and email account modifications.2. Handles escalation from Regional Service Managers.3. Coordinates with Process Analyst to identify and align process gaps.4. Ensures Service Level Agreement is met and services are delivered on time.