• Achieved a 100% retention rate of enterprise book of business through proactive renewal management and targeted training.• Developed and executed strategic product roadmaps, serving as interim Product Manager to align offerings with client and market needs.• Delivered data-driven insights and training, empowering clients to optimize advertising strategies and platform efficiency.• Authored key thought leadership content, including a three-part series on Digital Trust & Safety, enhancing brand visibility.• Managed key accounts including Marriott, Walmart, and JetBlue, ensuring superior customer service and relationship management that directly contributed to sustained client loyalty and satisfaction.• Innovated search fraud detection strategies, working collaboratively with clients to develop and implement cutting-edge solutions that significantly reduced fraudulent activities on their platforms.• Spearheaded the development of comprehensive digital safety programs in partnership with Duke University, enhancing security protocols and educational outreach.• Conducted regular training sessions for new employees, sharing best practices and industry knowledge to ensure seamless integration into the company’s operations.• Actively participated in weekly engineering sync meetings, contributing insights from customer feedback to guide product enhancements and troubleshoot issues.• Hosted weekly customer meetings to discuss progress, gather feedback, and deliver customized training, reinforcing The Media Trust’s commitment to customer success.• Collaborated closely with Marketing and Product Marketing teams to produce engaging blog posts and marketing materials that aligned with strategic business goals.• Led the negotiation and renewal processes for high-value accounts, securing long-term engagements and fostering trust and partnership.

• Achieved a 20% increase in investigation output under my management of the threat intelligence research team.• Led ad fraud investigations, identifying critical threats and enhancing industry awareness through strategic publications.• Devised and executed defense strategies for major social media platforms, significantly reducing cyber threat impacts.• Conducted deep-dive research into suspect companies to bolster HUMAN’s fraud detection capabilities and protect client interests.• Collaborated with Sales and Customer Success teams, integrating enhanced threat data into quarterly and annual business reviews to reinforce customer relationships and retention.• Developed and implemented sophisticated monitoring tools that tracked emerging threat patterns, enabling proactive responses to potential security breaches.• Facilitated cross-departmental training sessions on the latest cyber security threats and defense mechanisms, elevating the overall knowledge base of the company.• Authored detailed reports and presentations for internal stakeholders and external clients, translating complex technical information into actionable intelligence.

• Drove 85% of company revenue through strategic customer success initiatives by management of key accounts.• Achieving a 95% renewal rate and 90% customer satisfaction, establishing and leading the customer success department.• Facilitated product enhancements and cross-departmental collaboration, boosting client engagement and loyalty by 30%.• Developed and implemented an extensive suite of customer success documentation from scratch, including detailed technical guides on code implementation and domain CNAME techniques to enhance fraud prevention.• Authored foundational documents elucidating the benefits of the company's services, including orientation materials and training guides for both internal teams and external clients.• Initiated and led the creation of critical resources that significantly enhanced client onboarding and continuous education, ensuring high levels of client engagement and satisfaction.• Actively participated in training programs for new employees, sharing expertise and insights gained from long-term experience with the company to foster a knowledgeable and cohesive team.• Collaborated closely with the company’s top salespeople, managing expectations and delivering exceptional support to high-demand accounts, contributing to sustained customer loyalty and business growth.

• Led a team of eight, enhancing advertising operations and achieving an 18% increase in customer satisfaction.• Collaborated with the Product Team to streamline customer service processes, reducing resolution times by 20%.• Analyzed and optimized social place media campaigns, improving client KPI achievement by 10%.• Managed manual ad reporting and data imports for major social media platforms to ensure accuracy and continuity of client reporting, maintaining service quality amidst software challenges.• Fostered a team environment that prioritized problem-solving and efficiency, significantly improving operational workflows under stressful conditions.• The experience at SHIFT highlighted the importance of workplace culture and personal job satisfaction, influencing my career path towards roles where I can truly make an impact and feel fulfilled.

• Directed training and development for the Ad Ops team, increasing team efficiency by 40% and client satisfaction by 30%.• Managed the partnership with Turn, enhancing service delivery and solidifying the relationship.• Coordinated DSP migration, reducing engineering requests by over 60% while ensuring seamless service continuity.

• Effectively resolved client inquiries regarding ad serving issues and reporting discrepancies, identified product defects, and suggested enhancements, ensuring high client satisfaction and product improvement.• Managed media planning projects for full-service clients, collaborating with external design agencies to develop creatives for strategic clients, demonstrating strong project management and creative coordination skills.• Successfully migrated ad servers for a major global automotive client from DCM to Bluestreak, contributing to a significant 40% revenue increase year over year.

• Efficiently implemented and optimized ad campaigns across CNET's owned and operated properties, utilizing CSS updates to enhance ad performance metrics and identifying site inefficiencies to propose impactful enhancements.• Managed the day-to-day relationship with Google for AdWords placements, ensuring optimal ad performance across CNET's properties.• Authored and maintained a comprehensive best practices and employee onboarding manual on the internal Wiki, and played a key role in training new temps and full-time hires, demonstrating strong skills in knowledge sharing and team development.

• Skillfully optimized campaigns for Napster by strategically allocating budgets to top-performing creatives and partners, including Advertising.com, CNET, Vendare, and Tribal Fusion, fostering strong day-to-day partner relationships.• Collaborated closely with sales to align with Napster’s backend goals, managing monthly and quarterly Insertion Orders ranging from $10k to $450k, and regularly communicated intricate conversion reports to the client.• Proactively identified and addressed major attribution issues, ahead of industry trends, to prevent Napster from paying for duplicate conversions, demonstrating foresight and innovation in the online advertising domain.

• Expertly managed and processed 1,500-2,000 daily email inquiries, significantly contributing to customer satisfaction and retention, while also effectively handling technical customer calls and coordinating with Sales Leads for efficient problem resolution.• Led a major engineering project for the deployment of 300,000 new online merchants, crucial for the holiday shopping season, showcasing strong project management and strategic planning skills.• Compiled key merchant applications and customer revenue reports and developed comprehensive training materials for new sales and customer service hires, enhancing overall team efficiency and performance.