•Manage a $5MM portfolio comprising 200 client accounts (B2C), conducting interactions through inbound and outbound calls, email, and text in both English and Spanish using Five9.•Provide comprehensive support to clients during the initial 4-6 months of their enrollment in the debt settlement program, ensuring a seamless onboarding experience and effectively addressing any concerns.•Conduct monthly check-ins to review account status and assess client satisfaction, successfully… Show more •Manage a $5MM portfolio comprising 200 client accounts (B2C), conducting interactions through inbound and outbound calls, email, and text in both English and Spanish using Five9.•Provide comprehensive support to clients during the initial 4-6 months of their enrollment in the debt settlement program, ensuring a seamless onboarding experience and effectively addressing any concerns.•Conduct monthly check-ins to review account status and assess client satisfaction, successfully maintaining a high client retention rate through proactive communication and personalized service.•Demonstrate empathy and support for clients experiencing financial difficulties, actively listening to their concerns and providing tailored solutions to help them navigate their challenges with understanding and care.•Advise clients on best practices for communicating with creditors, ensuring clear understanding of program processes and negotiation timelines while reviewing creditor documents, debt settlement offers, collection letters, legal notices, and charge-off notices. Show less

March 2023 layoff*•Managed enterprise advertising customers across the US and LATAM, for various verticals: Automotive, Hospitality and Travel, CPG, Sports, Art and Entertainment, News, and Education.•Educated customers on best practices for troubleshooting and knowledge base access for FAQs and tutorials. Contributed to updating, creating, reviewing, and publishing knowledge base articles.•Troubleshooting issues, QBRs, up-sells and cross-sells, and proactive outreach for new… Show more March 2023 layoff*•Managed enterprise advertising customers across the US and LATAM, for various verticals: Automotive, Hospitality and Travel, CPG, Sports, Art and Entertainment, News, and Education.•Educated customers on best practices for troubleshooting and knowledge base access for FAQs and tutorials. Contributed to updating, creating, reviewing, and publishing knowledge base articles.•Troubleshooting issues, QBRs, up-sells and cross-sells, and proactive outreach for new product releases and optimizations. •Escalated issues to the appropriate department as needed. Advocated for the customer and ensured support tickets were solved in a reasonable amount of time.•Tracked customer health in the CSM platform, and actively monitored product usage, upsell opportunities, and churn risk. • Analyzed website and revenue data to provide recommendations aimed at improving campaign performance based on research, data, and performance analysis.Onboarding:• Collaborated closely with the onboarding team and client to plan the official launch of the header bidding setup to ensure a smooth account handoff. • Reviewed documentation and provided information about the header bidding integration process, technical specifications, and any required documentation. Show less

•Managed 40 customer accounts across the US and Mexico, including automotive, hotel chains, hotel resorts, and boutique hotels.•Led outcomes for renewals, expansion, churn mitigation, and advocacy. Trained clients on CMS and provided optimization recommendations for SEM and programmatic campaigns.•Led QBRs in Spanish and communicated effectively through e-mail and WhatsApp.•Contributed to maintaining a knowledge base with various content types, including articles, FAQs, tutorials… Show more •Managed 40 customer accounts across the US and Mexico, including automotive, hotel chains, hotel resorts, and boutique hotels.•Led outcomes for renewals, expansion, churn mitigation, and advocacy. Trained clients on CMS and provided optimization recommendations for SEM and programmatic campaigns.•Led QBRs in Spanish and communicated effectively through e-mail and WhatsApp.•Contributed to maintaining a knowledge base with various content types, including articles, FAQs, tutorials, videos, infographics, and troubleshooting guides.•Escalated issues to the appropriate department as needed. Advocated for the customer and ensured support tickets were solved in a reasonable amount of time.•Tracked customer health in the CSM platform, and actively monitored product usage, upsell opportunities, and churn risk.• Built and maintained dashboards to monitor business trends and KPIs related to inventory and sales for automotive clients.Onboarding:•Collaborated with client and internal teams on website design, SEO, structured data, and cross-channel solutions to match clients’ expectations and needs. •Trusted advisor for web content strategy, paid marketing, and API integrations. Show less

September 2019 Layoff*• Managed 25 customer accounts comprising of professional sports teams and leagues, sports websites, sports streaming services, and casino hotels across the US, Canada, and LATAM.• Analyzed metrics to identify trends for marketing and sales funnel conversion performance and insights for growth planning. Created custom dashboards for clients' campaign performance. •Led performance meetings and QBRs in Spanish and communicated effectively through e-mail and… Show more September 2019 Layoff*• Managed 25 customer accounts comprising of professional sports teams and leagues, sports websites, sports streaming services, and casino hotels across the US, Canada, and LATAM.• Analyzed metrics to identify trends for marketing and sales funnel conversion performance and insights for growth planning. Created custom dashboards for clients' campaign performance. •Led performance meetings and QBRs in Spanish and communicated effectively through e-mail and WhatsApp with customers in LATAM.•Provided daily support to troubleshoot, resolve issues, and answer customer questions.•Led customer meetings, conducted QBRs, and identified opportunities to drive expansion.•Educated customers on existing integrations, new product features, and how offerings could contribute to the expansion and improved customer experience.Onboarding:• Platform training, identifying reporting needs, and understanding client KPIs.• Created pixels for website tagging and identified key pages for conversion funnel for new user acquisition, retention, and re-marketing campaigns.• Created new internal processes and procedures to improve customer support quality and efficiency. Show less

•Managed and supported 30 customer accounts across the US and LATAM. Customer accounts included marketing agencies, brand direct, and small to medium-sized businesses.• Partnered with customers to understand programmatic campaign objectives, created upsell opportunities, and proactively offered Factual solutions against customer needs.• Provided ongoing platform training, and product education, and served as the point of daily contact for troubleshooting and answering setup… Show more •Managed and supported 30 customer accounts across the US and LATAM. Customer accounts included marketing agencies, brand direct, and small to medium-sized businesses.• Partnered with customers to understand programmatic campaign objectives, created upsell opportunities, and proactively offered Factual solutions against customer needs.• Provided ongoing platform training, and product education, and served as the point of daily contact for troubleshooting and answering setup questions.•Tracked customer health in the CSM platform, and actively monitored product usage, upsell opportunities, and churn risk.• Participated in the hiring process for the Account Management team and trained new team members. Show less

• Managed vendor partnerships and led growth of programmatic ad revenue across all publishing channels: desktop display, mobile display, mobile out-stream video, and native advertising.• Monitored daily bidder activity and reporting for all supply partners. Oversaw and maintained the forecasting of ad capacities and campaign impression availability, and identified key factors to maintain accuracy.• Prepared post-campaign analysis reports for clients.• Evaluated new supply and data… Show more • Managed vendor partnerships and led growth of programmatic ad revenue across all publishing channels: desktop display, mobile display, mobile out-stream video, and native advertising.• Monitored daily bidder activity and reporting for all supply partners. Oversaw and maintained the forecasting of ad capacities and campaign impression availability, and identified key factors to maintain accuracy.• Prepared post-campaign analysis reports for clients.• Evaluated new supply and data partnerships, led integrations, and onboarded new partners to maximize revenue.• Developed sales tracking, sell-through, and revenue dashboards for Revenue Management leadership. • Managed revenue reporting and forecast revenue against quarterly and annual goals• Conducted A/B tests to improve user experience and partnered with engineering and product teams for new releases. Show less

• Managed and remotely led a campaign management team. Enhanced the team's knowledge of Programmatic Optimization, Ad Serving, and Campaign Management. • Partnered with customers to meet their campaign objectives and educated them on growth opportunities. • Maintained vendor partnerships and created revenue forecasts for the executive management team.