Subject matter expert on MediaMath, reinforcing best practices for campaign setup, troubleshooting, and issue resolution.Operational and technical expert of the organization working closely with internal teams to help create a streamlined process and ensure that clients are given the infrastructure for campaign success.Focusing on improving processes and tools, continuously driving efficiencies to deliver first-class customer satisfaction.

At Human, as a Senior Manager, some of my duties are:Team ManagementEnsuring that the team of Technical Account Managers had the proper tools and knowledge to provide white glove service to our clients.Through data analysis and conversations with the team, assessing the workload of each TAM and helping them have a good work/life balance.Hiring new team members through a dedicated interview process and creating a training flow for new hires.Providing support to customers when TAMs are out of the office or when the team does not have enough bandwidth.Evaluating and rewarding the team performance through promotions, bonuses and raises.Customer ManagementUnderstanding customer feedback through NPS surveys, following up with detractors and providing detailed reports to the executive leadership team.Escalating and strategizing product requests from customersAdministrative Duties.Improving processes and documentation.Analyzing the reasons behind churn and reporting it to the SLT.Software administration: Zendesk, Workbase, Lucid Charts.Offsite scheduling and organization.

White Ops is a pioneer in cybersecurity services for the detection and prevention of sophisticated online fraud.The Technical Account Manager duties include:- Pre-sale consultation to ensure that prospects' tech stack fits within White Ops requirements.- Ensuring that signed clients are on-boarded smoothly by:      • Generating and sending a detection tag and follow up on its integration in the client's system.      • Comparing the data received with the client's to resolve any discrepancy before launch.      • Providing an in-depth Dashboard walkthrough to the primary stakeholders.      • Following up after launch and answer any question that may arise.- Successful upsell of account options.- Integrant participation in the data collection for the ANA 2017 study.- Project management of the 2017 UBA study assessing the levels of fraud in the Belgian online ad market.- Creation of an internal process task force:      • Surveyed 20+ co-workers in sales and CS.      • Analyzed the data to find pain points.      • Provided actionable process and product solutions to smooth the sales process and the handover to Account Managers.

Drawbridge has built an end-to-end solution that gives brands new ways to intersect the consumer purchase journey so they can identify a person’s digital presence, anticipate their needs and intentions, and deliver appropriate messages – all in an efficient and privacy-friendly manner.As a Partner Solutions Engineer, here are some of my main duties:• Assist new partners' certifications on the Drawbridge platform. These partners include PointRoll, SizmekFlashtalking, Exactag and InMobi.• Analyze and resolve impression and click discrepancies.• Debugging tag issues with Charles and the MoPub SDK.• Pull conversion data through SQL, Vertica and Hive.

As a Support Engineer at Taboola, some of my tasks involve:• Providing exceptional Technical support to both the Publisher and the Media side of Taboola's offering through Jira.• Troubleshooting and solving complicated front end and back end issues through CSS, Javascript and MySQL.• Ensuring accurate and up to date recommendations through Xpathing and metadata mapping. • Creating documentation for Taboola's internal knowledge base and providing Support introduction presentations for new Taboolars.• Creating interactive reports to facilitate the tasks of the Media team on Atlassian's Confluence..• Successfully investigating analytics discrepancies through Google Analytics.• Consulting with the Product team to prioritize the development of tools to make Support more efficient and significantly reduce the amount of tickets handled daily.

• Oversaw the on-boarding of dozens of clients onto Taboola's publisher platform, providing support and ensuring proper implementation of custom widgets on top tier publishers. • Provided pre-sale technical expertise demonstrating the flexibility and easy implementation of Taboola's product.• Troubleshooting implementation and U.I. issues.• Consulted the implementation team on the customization of Taboola's widgets, from U.I. to content configuration.

As part of the Client Service team at Group Commerce, I handled the technical aspect of the publisher account management for all publishers including CBS, Daily Candy, Active, Thrillist, Entercom, Rogers in Canada, etc...Regular duties included:• Providing web and in-person platform training for new customers as well as creating video demos for new features.• Troubleshooting and solving issues directly with the publishers or escalating to the engineering department for resolution, including regular follow ups with the customer until resolution.• SQL Queries for deeper troubleshooting.• Front-end fixes through CSS 3 (directly or through SASS), HTML and code push through Github.

As part of the New York-based Customer Service team, I oversee our main analytics accounts such as Turner Broadcasting, Thompson Reuters and Razorfish, as well as billing customers like EA Mobile and Cellfish.Daily tasks involve:• Assisting new customers with integration and implementation of Bango products• Providing on-site presentations and web training of analytics and billing solutions• Providing platinum-level service to existing accounts including calls, emails and quarterly on-site visits• Following up on conversion rates, CTR and analytics reporting• Troubleshooting and problem-solving difficult client issues and bugs • Communicating bug resolution and feature requests between customers and the development team• Educating and explaining new features under development

- Worked directly with high profile angel investment groups such as New York Angels, Golden Seed, Cambridge Angels and Investors’ Circle to help set up their account and processes- Provided all tiers of support by phone and emailSolved complex site problems involving a range of issues from billing to video upload- Integrated a support system provided by Zendesk into the Angelsoft software- Processed and tracked refunds and subscription cancellations- Provided start-up companies assistance in submitting funding applications

• Provided all tiers of support by phone and emails• Created weekly and monthly reports for Vault’s board of investors (VSS) tracking traffic, conversions, support, refunds and chargeback across the company.• Reduced the amount of refunds by 30% and the Chargeback by more than 50% within the first 3 months.• Contested Chargeback with an average of 77% success rate and saved an estimate of $35,000 since January 2009.• Reduced the dollar amount of refunds by more than 60% by successfully offering prorated refunds to customers.• Provided support for high-end clients such as Deloitte, Bain, the United State Marines for their membership and job postings.• Bridged communication between end users and the technical department and made sure that issues were solved in a reasonable amount of time.• Dramatically reduced the amount of complains from customers to the Better Business Bureau.• Maintained Google Ad-Words campaigns, increasing their profitability by analyzing the keyword positioning and its cost per conversion.

Managing a team of 3 in New York. (Tier 2 and Tier 3 support) and a team of 8 outsourced with Sitel/Client Logic in Moncton, NB. Hiring and training my own team of Tier 2 and Tier 3 agents. Updating training documents as new products are released. Maintaining a close watch on our 12 hour SLA to satisfy our customers.Answering up to 250 support requests a day through CRM Eshare and by direct emails. Taking care of a panel of issues, going from billing to technical issues as well as gaming questions and refund processing.Bridging between the end user and different departments of the company. Escalating emergency issues directly to these departments for immediate review and resolution.Tracking support trends in weekly and monthly reports sent to upper Management and partners.Identifying and offering solutions to improve customer service.Moderation of our Multiplayer platform.Monitoring the web and Ebay to find and remove pirated versions of our product.

• Worked with WYSWYG software as well as direct HTML and light PHP code• Used Flash to create animations and JavaScript for embedded video.

Created websites with Flash Java and HTML.