Experience

• 

  Movate

  Oct 2005 - Jan 2013

  Lead generation specialist

  ❖ Be the single point of contact for global teams on escalated issues❖ Take an ownership role in escalating critical customer issues and help drive through resolution❖ Track, analyze trends and create reports on escalated issues❖ Assist global teams in troubleshooting and defining action plans to bring support issues to resolution❖ Ensure the customer’s voice is heard throughout the support process❖ Provide regular updates to internal and external stakeholders as well as executive leadership❖ Set correct expectations and drive relief and resolution through effective communication❖ Monitor progress of incidents and work with Product Management, and R&D teams to ensure appropriate resources have been allocated and that resources are effectively working on the issue.❖ Collaborate with the Global Escalation Management team to ensure process alignment and best practice refinement❖ Review root cause of escalations and work with appropriate teams to ensure continuous improvements of Informatica products and services.❖ Create and maintain lines of communication with internal resources (Sales, Professional Services, Support, and R&D) Show less

• 

  Groupon

  Feb 2013 - Sept 2022

  Senior merchant ad operations manager

  ❖ Experience in working as an account manager dealing with various global Groupon merchants, helping them to successfully resolve issues with their digital campaigns using the Groupon platform.❖ Interact directly with client to understand the requirements.❖ Responsibilities also included liaising with editorial, planning and finance teams to help solve merchant issues efficiently and thereby improving Groupon’s services❖ Have hands-on experience in tools such as Salesforce, Zendesk, Reveal Cx, Nice Echo❖ Extensively worked on designing and developing technical solutions for advanced customer services. ❖ Resolving issues submitted in all channels in accordance with the current procedures and according to the set time standards.❖ Close cooperation with other departments, in order to provide the best merchant and customer service experience in accordance with business standards.❖ Act as a liaison with other departments (Sales, Customer Service, Editorial & Finance) to address any cross departmental issues impacting the merchant.❖ Participation in all trainings, refresh-trainings and meetings organized by QA and Trainers team, supervisors and/or managers❖ Having updated knowledge of post-‐launch deal issues and how to best resolve these issues❖ Expert ability to lead cross functional teams and proactively identify roadblocks and suitable workarounds ❖ Committed to technical excellence and growth of team as a whole. Show less

• 

  Vlead global

  Sept 2022 - now

  Founder and digital marketing head