Sofia Berti Email & Phone Number

Dublin, Dublin, Ireland

Dublin City, County Dublin, Ireland

During this last year at Yahoo the focus was more on improving the wider EMEA Account management team by identifying areas of weakness, lack of skills, inefficient processes and coming up with practical solutions. • I actively worked on the new hires onboarding program and led a mentoring group focused on new hire experience with the aim of providing a more robust and standardised training while WFH.• I created and conducted cross team training with a focus on efficiency, such as the Upsell/Cross-sell best practice training and the Exceptional AM Intro training.• I was also upskilling my optimisation expertise on native and display campaigns as well as getting more involved in the support of self-managed seats clients, like the Calzedonia group. Tasks would range from client onboarding to ad operation.

Dublin City, County Dublin, Ireland

• Primary contact for OMG Italia, creative agencies, sales team and top clients like Barilla and Volkswagen. • Supporting Sales team in pre-sales and post-sales activities.• Worked on upselling/cross selling top accounts, as well as winning back churned accounts. • Reporting and Analysis of ad campaigns, providing insights and advice to the clients.• Booking insertion orders campaigns across Yahoo’s entire products suite: Native, Premium, Display and Xbox. Managing delivery, budget optimisation and trafficking creative for all campaigns. Troubleshooting any campaign issues with partner teams while updating the client in a timely manner.• Liaising and building relationships with internal teams across other markets to spot possible opportunities. • Member of the interview panel, screening, interviewing and hiring new team members.

Dublin, County Dublin, Ireland

• Primary contact for Dentsu Italia, creative agencies and top clients like P&G and Disney from an operational standpoint.• Managing Insertion Orders in Salesforce.• Managing online campaigns (creation, launch, budget optimization, reporting).• Trafficking and building ads (rich media, video, native).• Troubleshooting any advertising, creative or associated platform issues spotted or reported.• Acted as mentor within the team and helped onboard new hires.• Joined the EMEA Reseller Team from 2016 to 2018. These were medium-sized independent agencies and direct clients of the emerging markets. Fully supported the onboarding of Mediamond Italia as the market moved to a reseller model.

Acted as a Google Adwords consultant for SMB clients for the Italian market. Built robust client relationships by looking after every sort of query, from coaching new clients navigate the platform, to making proactive suggestions on how to optimize accounts and campaigns structures and improve ROI, to troubleshooting and solving technical issues or any policy blockers. • Email workflow Lead ITA Team. Responsible for the daily emails distribution within the team and qualitative data accuracy checks. Also responsible to liaise with other internal departments regarding processes and policies updates.• IT Team CSAT Quality Analyst. Responsible for evaluating the quality of calls and emails through random checks in order to meet the required service standards. • Mentored new hires through shadowing sessions, coaching and mini training.

Dublin City, County Dublin, Ireland

• Helpline agent for Italian travel agencies selling Lufthansa products. Acted as a point of contact for every sort of query/issues regarding tickets, rebooking, fare conditions, charges and fees, flights cancellations and reprotections, round the world tickets fare checks, debit memo authorisations.• Coach and market trainer for new team members.

Dublin City, County Dublin, Ireland

• Sales and reservations agent for Italy UK&IRE for Varig, Germanwings and Lufthansa airlines group.• Customer representative for Varig Smiles Top Customers program.• Telephone coach and market trainer for new agents on demand.