Joel Llacar Email & Phone Number

Los Angeles, Ca, Us

Woodland Hills, Ca, Us

Woodland Hills, Ca, Us

Barcelona, Catalonia, Es

My day-to-day responsibilities with Herta were to deliver technical facial recognition software application support for our various business partners, system integrators and value-added resellers using our internal help desk ticketing system. I was able to create compelling messaging and demos using new applications in collaboration with marketing and development staff to support our system integrators and to provide value added resellers with hands-on technical assistance for facial recognition security system demos. I regularly deliver real-time remote training sessions, complete third-party integrations, advance case developments, and establish proof of concepts. As the pre-sales technical engineer, my role includes coordinating and liaising various programs between Sales, Account Management, Development, and Product and Marketing. Being an effective liaison, I provide timely and accurate support for leadership in territory management for pipeline development, forecasts, and quarterly business reviews. I often work with client’s specifications to define and prioritize technology challenges, document technical requirements, and establish clear business drivers. Using these client specifications, I clearly communicate with and support these clients in the procurement of our facial recognition software through onboarding, hardware setup, installation, testing, configuration and ongoing use.

As the Ad Operations specialist with AirFind, I was responsible for streamlining processes and procedures by establishing partnerships, prioritizing target markets and aligning offerings for marketing content, distribution and syndication. My role including managing workflows and analyzing various publishing partners, OEMs, mobile carriers, and digital content providers in order to establish revenue share with publishers, content providers, mobile OEMs, and carriers by improving contract terms and agreements. I successfully completed informative onboarding for new partners and clients to integrate them into various ad networks and developed and implemented client-business relationships to maintain high-level frequency of operational efficiency. I regularly vetted and optimized new and unknown publishers and content providers to realize new partner opportunities to successfully optimize performance and delivery, exceeding KPI targets with ongoing campaign management and reporting. I strategically identified and resolved issues, utilizing creative optimization and troubleshooting for problematic and failing ads while managing and prioritizing multiple pacing campaigns across US and international markets, platforms, and formats. I was able to identify and implement corrective action on publisher advertising campaign errors, underperforming by 50% on clicks and impressions. Through my extensive knowledge, I wrote new processes, procedures and training documentation as they have never been developed before.

Sunnyvale, Ca, Us

In my time with Yahoo, I improved account productivity and increased success across multiple market portfolios and book of business goals, this included advancing and enhancing escalation efficiency for Gemini post pay billing system for better efficiency and accuracy. I was able to expand revenue sales growth by 30% year over year, by identifying key trouble areas and revenue blockers and successfully created escalation cadence for Gemini Reporting in collaboration with Level I engineers to advance solutions. I regularly liaised with the sales management team, product teams, and external partners to ensure cadence implementation and improved basic troubleshooting and wrote a new escalation process to reduce ticket escalation by more than 35%. While there, I also increased revenue growth with Yahoo’s web-based Gemini Product Ads with more than +$10M in sales, quarter over quarter.

As the service and support representative and analyst, I was responsible for meeting and exceeding client expectations in the delivery of exceptional system support solutions for Online Banking in small to medium sized banks. I was recognized for maintaining the ability to meet client expectations, receiving excellent customer satisfaction scores ranging from 9-10 on a scale of 10, clearly exceeding the average issues resolved productivity by 21%. Documented effective client solutions in an online knowledge base system overseeing new processes and developing detailed training manuals to maintain consistency.

Plano, Tx, Us

I was personally selected as a subject matter expert to train both technical and non-technical staff and multidisciplinary team, providing training feedback used to develop interactive e-learning modules for enterprise-wide applications. Through this multidisciplinary team, I was tasked with facilitating weekly team review meetings, discussing pending user issues, bugs, and to develop current status of client and server applications. I was also tasked with interviewing business owners and documenting their specific support flow requirements, identifying numerous new methods for resolving common issues more efficiently. Additionally, I was able to develop web-based Lotus Notes Database of previously resolved issues, creating online documentation supporting knowledge transfer and faster project resolution within the team. I was also responsible for developing and delivering standard and custom training to new hires and new team members while creating and maintaining a comprehensive database of training documents, escalation support flow diagrams, contacts, and screenshots of supported applications.Application Support Analyst I was able to provide 24x7 functional and technical support for Toyota and Lexus dealers through the Toyota VPN and secured Dealer Daily factory communication portal, while monitoring and documenting system and applications issues using Service Center Peregrine. As a significant contribution I was responsible for administering access requests for Toyota’s online e-learning portal and prioritizing support issues and / or enhancement requests and escalated them to development team.

Certificate, Business Analyst Certification

Bachelor Of Science, Business Administration