Marika Hahnlein Email & Phone Number

• Leading a global team responsible for supporting high-profile clients who rely on our suite of six products for their online advertising technology requirements, specializing in reporting analytics and media quality.
• Hired, trained, and empowered a high-performing team of technical professionals spanning from Seattle, Washington to Berlin, Germany and cultivated strong, trust-based relationships with clients and colleagues, which.
• Built and developed data dashboards to analyze support ticket metrics alongside team performance to ensure full support of our clients as well as our internal teams. These were rolled out alongside structured.
• Enhanced and extended client-facing solution articles, streamlining access to critical information and facilitating effective issue resolution and improved communication
• Championed client needs and priorities while shaping internal processes across a multifaceted team, comprising of product managers, engineers, client development managers, and solution engineers

San Diego, California, United States

• Acting as team lead to help grow internal processes and mentor fellow CSAs as we supported our clients across the DVPS platform offerings and Recipient of the DV All In Award - Client Services Department, Q2 2020.
• Led onboarding and training initiatives for new CSAs while spearheading the development and improvement of internal training processes and documentation
• Communicated across departments to advocate and find solutions for our clients and their needs promptly as well as verified and identified issues, ranging from legitimate technical product flaws to basic user training.
• Created custom templates in Excel as creative solutions to reporting asks using complex formulas and conditional formatting
• Hand selected to participate in the DV Intern Manager Program, Spring 2021 which included developing a summer program, hiring and training an intern, and ensuring their work contributed to client retention

San Diego, California

• Interacted extensively with customers, responded to help desk inquiries, and performed supplemental training activities of our visualization dashboards to keep clients on top of their KPI's.
• Verified and identified issues as either legitimate technical product flaws or simple user training deficiencies so clients maintained control of campaign pacing, mitigated delivery discrepancies, and reduced billing.
• Assisted with data mapping, aggregation, and consolidation for digital platforms, yield management, and revenue optimization needs.
• Compared online advertising campaign metrics of local, 3rd party, programmatic SSPs and DSPs ad server delivery reports and escalated issues to developers.

Allentown, Pennsylvania Area

• Built and documented efficient operational procedure to be used cohesively across all warehouses
• Supervised internal projects, communicating progress to the support team while managing expectations and proactively handling issues
• Ran queries in order to gain the proper data points needed to solve problems such as order discrepancies
• Helped to grow the freight department from the ground up, managing multiple vendors and their needs

Center Valley, PA

• Configured software to meet needs and contractual obligations and through SQL queries, ensured that data collected flowed correctly to the district's SIS
• Coordinated and lead meetings with clients, communicating our expectations of them as well as escalating any issues proactively if delays occur or if additional resources are needed
• Set a higher standard for accuracy and speed, pushing the team to improve as a whole
• Oversaw the training for new Project Coordinators and developed the onboarding program

Port Saint Lucie, Florida

• Exceed clients' expectations, taking the time to truly understand what was needed and escalating when necessary
• Integrated finance and customer support roles for the first time
• Developed the internal sales and communicated across departments based off of the client's wishes

Greater San Diego Area

• Managed weekly newsletter and social media pages, effectively driving engagement, brand awareness, and customer satisfaction
• Improved interactions with realtors while managing the marketing needs of clients
• Organized and prepared sponsored events, creating and building vendor relationships

Santa Cruz, California

• Worked directly for the owner of the company, improving the process for picking new items with sales analysis
• Allocated merchandise to the best possible vantage point of sale
• Took responsibility for solving problems independently of the owner, freeing her time for more value-added work

Bachelor Of Arts (B.A.), Global Economics

Activities and Societies: American Red Cross at Santa CruzGraduated with a double-combined major, Global Economics, with a focus in.

Certificate Of Completion In Humanities And Social Sciences, Humanities And Social Sciences

Received Le certificat en Sciences Sociales et Humanités from Sciences Po, an elite political science university located in Paris, France..

High School Diploma

Graduated with Honors.