Impact.com offers world-class analytics and automation solutions designed for agencies to optimize program performance at scale and manage client portfolios across multiple platforms.• Delivered robust SaaS technical support for the Partnership Management Platform, facilitating seamless client interactions to maximize platform performance and partner success.• Orchestrated daily on-demand conference calls, providing tailored solutions for varied client inquiries and challenges.• Chaired daily team review sessions focused on log data analysis, proactively driving resolution of support requests to enhance customer satisfaction.• Fostered cross-functional collaborations with Engineering, Product, Solutions, and Customer Success teams, ensuring efficient problem solving and streamlined processes.• Developed comprehensive internal and external help documentation, reinforcing platform understanding and user self-sufficiency.

Branch's mobile measurement and deep linking solutions are trusted to deliver seamless experiences for over 75,000 mobile apps and many of the world's largest brands. Branch has raised $600M+ in funding from investors including NEA, Founders Fund and Playground Ventures.• Delivered strategic SaaS technical support for Universal Ads and associated mobile app tracking functionality, enhancing campaign performance and user experience.• Collaborated with Engineering to migrate clients to new attribution system following TUNE acquisition, mitigating potential disruptions.• Conducted comprehensive daily attribution data analysis including cohort, actual, custom, and ad hoc reports, generating actionable insights to drive decision-making.• Managed the onboarding and technical integration process for new ad network clients, ensuring successful partnerships and platform utility.• Appointed as primary support POC for the company's top revenue client, protecting 1MM monthly revenue generation.

TUNE helps performance marketers and advertising partners maximize their ROI through powerful measurement and partner management solutions. TUNE's mobile and performance marketing solutions are trusted by the world’s biggest brands, ad networks, and ad platforms to tie marketing investments to measurable outcomes. TUNE Marketing Console acquired by Branch Metrics in 2018.• Provided strategic SaaS technical support for ad partners utilizing the TUNE Marketing Console (DSP), mobile measurement tracking and optimizing their advertising performance.• Leveraged advanced SQL queries and Excel skills to conduct custom data analyses, producing insights and visualizations guiding data-driven decision-making.• Authored comprehensive knowledge base documentation and led educational presentations for new hires, fostering an environment of learning and continuous development.• Consistently maintained 100% customer satisfaction for all client surveys, demonstrating exceptional customer service and problem resolution.

• Advanced technical support of Bing Advertising search tools (Bing Ads, CRM-based order processing) for Yahoo! and MSFT Account Managers.• Utilize deep troubleshooting and diagnostics skills to resolve technical escalations with focus on exceptional customer service and comprehensive response resolution.• Focus areas include billing, user access/navigation, reporting, conversion tracking, campaign management and delivery optimization.• Worked closely with Engineering to represent voice of the Customer to help drive platform and usability enhancements.• Developed and managed team scheduling to ensure 100% service delivery 24x7.• Worked closely with standard support partners (global call centers) to ensure timely and proactive outreach for new feature training, trending issues and support process changes.• Served as team liaison with Yahoo! account managers for top revenue advertisers.• Frequently created and edited internal support documentation (VKB) to enhance and expedite service delivery across team.• Trained and mentored new hires with training on communication and customer service skills.

• Process business-critical technical support escalations for Microsoft's largest partners and customers.• Serve as escalation mentor for global call center agents and conducted remote call coaching.• Delivered core training to team peers and new hires.• Provided frequent review and updates to process documentation to align global call procedures.

• Provided support for application developers and system administrators using developer tools including Visual Studio and SQL.• Initiated and led various business improvement projects, including CSAT analysis, peer call coaching, routing accuracy enhancements and "soft skills" coaching for global call centers.• Developed and maintained TR Library web application to automate inventory management and status updates for team to facilitate study for MCP certification exams.• Regularly selected to provide overview of technical support processes with developers and managers throughout Microsoft.