- Subject Matter Expert for Microsoft Advertising PPC search & content in both EMEA & LATAM teams- Technical adviser for customer support & services agents- Expertise focused on advanced technical issues (javascript tracking cookies, API management, advanced scripting, troubleshooting platform incompatibilities when importing data from Google Ads to Microsoft Advertising)- Provide in-house training for both new hires and agents regarding Tier 2 Escalations, Universal Event Tracking, Remarketing Tools and Microsoft Merchant Center

- Temporary CRM Coach replacement for the Bing Ads Brazilian CRM team. Took over this role alongside my current role of Bing Ads CRM SME- Quality Review of agent KPI metrics from various customer engagement environments (chat, phone & email).- Feedback sessions with agents focused on Quality improvements and optimizing current and future engagements with customers.- Ensuring that the team would meet the monthly goals and targets set by Microsoft.- Analysis and Categorization of customer satisfaction surveys (CSAT).

- Back Office management for large accounts in both the Spanish & Brazilian markets- SEM tactics implementation (accounts optimizations in broader scales)- Database management for proactive customer alerts- Direct point to point contact & support with Account Managers

- Bing Ads PPC support agent for EMEA & LATAM markets- SEM optimization (both for Search & Content platforms)- Mentoring role for new hires- Technical support for inbound (phone, chat & email) queries

- Management, planning and optimization of service routes.- SLA management.- Helpdesk, customer service and incidence appraisal.- Maintain steady visibility to as well as track of every technician across everyday.- Manage complete daily repair quotas as well as service calls in different geographic territory areas

In expansion to my previous duties as an Administrative Assistant, my current roles are:- Management of the accounting department and bookkeeping.- Day-to-day route planning- Representation of the agency in the mother-company structure.

- Providing support to the current administrative team in client interactions, human resources and accounting.- Managing deliveries and schedules in a broader company network.- Peer-to-peer administration within different agencies in the company.- Providing customer support.