Joy Ayan Email & Phone Number

I manage a team of Technical Account Managers and act as a point of escalation in all troubleshooting as well as offer support and guidance throughout the day to day. I also have experience interviewing, hiring, onboarding, and training, as well as developing training materials, documentation and creating new processes to make work easier and more efficient. I regularly assist the Operations Manager with projects regarding automation, how we support clients, onboarding and feasibility, as well as whatever is needed on a daily basis. In digital advertising, processes tend to be ever-changing and evolving so in turn I am flexible and constantly coming up with solutions to brand new challenges.

As a senior, I sought out experiences that would allow me to learn new processes and guide newer TAMs in their journey on the team. I was elevated to a leadership position within the team where I managed a small team of TAMs in an ongoing client support effort for one of our largest clients. I was the first escalation point for the TAMs and made myself available to assist with training and any other mentorship opportunity that came my way.

The goal of my role is to be a bridge between the Research and Ops teams to make sure client needs are met and that methodology is followed. I work closely with both teams, primarily Ops, specifically within my vertical (Technology, Telecom, Finance and Travel) to work on surveys for client ads, as well as competitors and brands of interest within that vertical. I make customized templates for clients across ad types (linear and digital) in order to ask custom/brand lift questions. Another function of my role is to analyze and revise our processes so they are smoother and easier for the team. I evaluate our evolving methodology in order to revamp it so production can become simpler and more efficient.

International Lead for Brand Effect International, helping to serve client needs across multiple countries including China, Australia, Germany and the United Kingdom. The one and only escalation point for all issues, I worked around the clock to ensure all issues were resolved as quickly as possible whether they popped up at 12pm or 12am.

Senior DP Associate processing US primetime feeds, handling manual logging in a fast paced environment, exceeding the individual quota expectation on a daily basis.