Jacob Morrison Email & Phone Number

San Francisco, California, Us

• Drove account renewals and exceeded $14.5 million revenue target for FY 2019 through flawless execution of high-budget campaigns for strategic accounts.• Spearheaded company-wide campaign management documentation and standardized communication between teams to streamline processes and improve team efficiency.• Trained and managed work flow of 4 offshore ad operations teams to ensure capacity to meet SLA deadlines.• Collaborated with cross-functional teams to launch hundreds of campaigns within 48-hour turnaround time.• Performed QA of 50 campaigns weekly for multiple teams and processed new campaign orders and modifications using Zendesk.• Drove campaign optimization by troubleshooting campaign bugs with product teams using Jira and implementing 3rd party ad tags.

San Francisco, Ca, Us

• Drove $2M in revenue expansion by preparing and supporting Yelp Verified License approval process. Partnered with product managers and legal to research business license regulations.• Improved weighted accuracy score of Revenue Ops team from 80-90% by resolving QA escalations and disputes on customer support tickets. Advised on edge cases, reevaluated/scrubbed error reports, and provided feedback to both Q/A agent and RevOps team.• Interviewed sales org for gaps in policy knowledge and addressed these topics by creating 8 training videos resulting in positive feedback from sales management.• Reduced pattern errors regarding business accounts and listing data quality by analyzing casework from the sales and revenue ops teams. Used these insights to tailor business listing documentation in Confluence.• Organized and authored policy documentation by creating and curating an internal repository of reference material for sales, offshore, and operations teams.• Authored 15-25 canned responses to common questions from business owners and sales staff resulting in improvement to case resolution time.• Maintained Yelp’s A rating by the BBB by investigating and responding to 20-30 complaints weekly from business owners. Referenced sales communication in Salesforce.• Reduced sales process errors by leveraging Salesforce reports to sample sales touchpoints for review of proper conduct and accurate description of Yelp Ads.• Enforced business owner account security by investigating suspicious activity from users and business owners for evidence of fraud.• Created metrics dashboard in Excel by importing data from Salesforce Desk.com to track KPIs for 8 person team identifying strong performers and opportunities to increase efficiency.• Queried Amazon Redshift data warehouse using SQL Workbench to gauge data quality of 1,000s of businesses' listings on Yelp based on categorization and user content. Used this data to inform which listings to prioritize for updates.

San Francisco, Ca, Us

• Ensured adherence to listing policy by resolving 50+ support tickets daily from Sales Ops team, business owners, and outsourced teams. Consistently among top 20% performers in case accuracy.• Improved business data accuracy and enforced policy by performing 70+ weekly QA checks on listing updates.• Published high-quality business data in preparation for advertising campaigns by leveraging Excel and internal software to update 1,000s of business listings.• Authored 20-30 business category definitions quarterly vital to Yelp Search. Partnered with international team to develop non-US category definitions.• Drove API match rate of local businesses above 75% for regulatory agencies in preparation for Yelp restaurant healthscore launches across different geos.• Updated sales-facing reference sheets for 1,000s of business categories, attributes, and definitions across different countries quarterly.

Berkeley, California, Us

• Served as a fiduciary of a multi-million dollar 501(c)(3) nonprofit student housing cooperative.• Represented a 56-member cooperative house by deliberating and voting on organization-wide decisions such as budget, development and approval of education and training programs, and house improvement projects• Communicated decisions and proposals to house membership weekly and voiced concerns to central management.• Served on a committee overseeing asset management researching possible new properties for expansion.• Reviewed and approved renovation of an existing property including seismic retrofit.

• Assisted with metanalysis of leading mental health journals to determine if they contain data necessary to perform evidence-based practice. Resulted in co-authorship of a published scientific paper.• Obtained HIPAA certification to review medical records and patient interviews for transcription on sensitive topics including sexual assault and other acute trauma.

Ca, Us

• Assisted disabled students with use of computer hardware and software including but not limited to Microsoft Office, Microsoft Windows (OS tutoring), E-Learning software, and a meal record application.

Bachelor Of Arts (B.A.), Cognitive Science

Education record