Cris Edward Maningo Email & Phone Number

Santa Clara, Ca, Us

Mountain View, California, United States

Mountain View

● Researched and built knowledge of 7 products; Ads Creation & Editing, Lightweight Interfaces, Business Manager, Creative Hub, Political Ads, Page Info and Ads Transparency and Mobile Ads Manager.● Managed widespread bugs and provides impact analysis to the sales & product teams● Ensured proper documentation, notification, escalation, tracking and follow up of all incidents. ● Developed client-facing materials and provides refreshers across all product groups.● Onboarded and trained new hires on the different advertising products supported by the team.● Leveraged Facebook business platform product knowledge and relationships with cross-functional teams (Ads reporting, Ads units, Business family and friends) to resolve technical/non-technical issues

Menlo Park, California

● Engaged with clients to identify and fix technical issues and bugs within Business Product Support team.● Maintained 95% quality by proactively identifying and addressing technical issues.● Collaborated with cross-functional teams on updating the Business product support team.● Provided updates on issue resolution to the technical support analyst team.● Researched and built knowledge of 7 different products; Ads Creation & Editing, Lightweight Interfaces, Business Manager, Creative Hub, Political Ads, Page Info and Ads Transparency and Mobile Ads Manager.● Provided high-level support to the sales team for advertising bugs in Client products● Investigated and prioritized advertising bugs, escalating to next level Engineering support where appropriate● Effectively communicated a bug resolution, workaround, and/or bug replication instruction to minimize revenue impact● Implemented the direct to engineer escalation process to various products to expedite the workflow and reduce turnaround time for issue resolution and minimize revenue impact● Responsible for updating knowledge bases and documentation for the Product, Sales, and Client Services team● Identified key revenue blockers and optimized the triage process for the Ads Creation & Editing product.

San Francisco Bay Area

● Successfully managed data entry, data consolidation, and data analysis of customer contacts ● Managed and maintained all files and documentation to ensure the successful execution of Policy requirements.● Promoted knowledge sharing and provided support to team members to successfully meet team objectives.● Partnered with developers to confirm their applications were compliant with Google Play Store policies.● Discovered hidden violations in app submissions & reported them with detailed annotations & screenshots● Reviewed all policy changes on a daily basis and immediately applied them to the review process.● Designed, developed, and implemented quality analysis processes to meet specific project needs.● Created and edited service contracts as needed at each phase of processing to ensure standardization.

Oakland, California

● Provided outstanding customer service in a fast-paced, high-energy environment, handling communications with customers and businesses, transcribing orders, and solved problems.● Attained 100% customer satisfaction ratings in problem resolution and product education.● Resolved a weekly average of 800 inquiries and consistently exceeded performance benchmarks.● Worked with drivers to provide routing instructions to 83 drivers across the nation.● Championed innovative customer relationships strategies to retain clients and expand the customer base.