Luis Badilla

Experience

• 

  Amazon

  Nov 2010 - Oct 2013

  Amazon Webstore Specialist

  I was a Seller Support and Amazon Webstore Sr. support specialist primarily, I alsoprovided support for other Amazon.com services such as Checkout by Amazon,Amazon Product Ads, Amazon Payments Advanced, Login with Amazon andAmazon Marketplace Web Services. Here are some of my main responsibilities:• To be in charge of providing support to new and existing customersinterested on creating their own e-commerce website through the AmazonWebstore platform.• Guide customers through the set up process and creation of their ecommercesite (Inventory, Categories, Design, Features, General Settings,etc), using the dedicated platform and customizing tools.• Provide guidance to customers on the process, and help them bysuggesting how they could use different e-commerce related tools, such asSEO (Search Engine Optimization), Marketing and Advertising, in order toimprove their website visibility and success.• Assist existing customers and VIP sellers with any questions, concerns andtechnical issues they may had when managing their stores.• Review and debug stores to find issues reported by customers and followescalation paths in order to address existing and/or possible problems withthe platform and/or services.Being a Sr. support agent, allowed me to create and deliver workshops for our coworkers,in order to address new feature implementations on the service, as well asto become an important point of contact for other agents who needed assistanceunderstanding processes and/or to troubleshoot and resolve issues reported bycustomers. Show less

• 

  Cheetah Digital

  Jan 2014 - Jul 2018

  Job Responsibilities:• Setting up, testing, and deploying our client's cross-channel marketing campaigns.• Doing QA and reviewing co-workers’ production tasks, to ensure our standards of quality are met.• Interacting with clients on a daily basis and answers questions regarding production status, project questions and others. • Managing our client's subscriber databases, including creating and updating their lists and segmenting data for targeted cross-channel marketing campaigns. • Helping our clients build and improve their cross-channel marketing strategies. • Document and communicate potentially complex solutions to clients in a timely manner.• Serve as a communication liaison between clients and account teams when needed.• Create and maintain reports in Microsoft Excel.• Ownership of special projects from start to completion, with little supervision and oversight. • Partner with different teams on client projects and program initiatives. Contribute to requirements gathering and scoping of production related deliverables, and ensure all projects are executed accordingly.• Training and mentoring new account managers. Show less I started as an account manager in the Cross-Channel Marketing platform, working closely with US-based clients. I'm responsible for owning the day-to-day client relationship, executing email and other marketing campaigns, building database segments, generating and maintaining reports, and ensuring quality assurance.Responsibilities:• Setting up, testing, and deploying our client's cross-channel marketing campaigns. • Interacting with clients on a daily basis and answers questions regarding production status. • Managing our client's subscriber databases, including creating and updating their lists and segmenting data for targeted cross-channel marketing campaigns. • Create and maintain reports in Microsoft Excel. Show less

  • Senior Account Manager, Client Services

    Jan 2018 - Jul 2018

  • Account Manager, Client Services

    Jan 2014 - Dec 2017
• 

  Catalina Marketing Costa Rica

  Jul 2018 - now

  • Ensure seamless end-to-end management and communication of the campaign process. Gathering program specifications and requirements to facilitate setup by production teams on various platforms.• Collaborate with the graphic design team to secure creative assets for campaign executions, sales presentations, strategic opportunities, and client meetings, meticulously ensuring the quality of deliverables.• Conduct thorough program reviews to ensure accurate collection of campaign specifications and requirements, verifying completeness, and facilitating effective communication across internal teams for seamless execution.• Act as the central point of contact for inquiries and concerns from Sales, Pre-Sales Support, and Customer Delivery teams.• Offer expert-level knowledge and proficiency, covering all designated accounts and relevant channels (in-store, digital, Place-Based Media, etc).• Facilitate decision-making and take actions to optimize media campaigns, aligning with client-defined Key Performance Indicators (KPIs) and leveraging best practices informed by historical insights.• Take ownership of creating and delivering recommendations to enhance the value stream process, ensuring effective and efficient operations.• Serve as the primary liaison between clients and stakeholders, ensuring effective communication, understanding of customer needs, and ensure alignment of campaign/program execution accordingly.• Participate actively as a member of customer core account teams, engaging in kickoff, status calls, and other key meetings for both new and ongoing campaigns/projects as required.• Stay knowledgeable about all media campaign management tools, serving as a client consultant and knowledge resource on system capabilities and targeting functionalities to align with campaign objectives.• Collaborate with Commercialization and Solutions teams to define processes for executing new solutions.• Collaborate in troubleshooting and escalations. Show less • Ensure accurate and high-quality campaign execution by translating business requirements into technical specifications, conducting a thorough analysis of campaign details.• Accurately execute client campaigns, adhering to client-defined KPIs, utilizing multiple platforms, and applying best practices informed by historical insights.• Translate diverse business requirements into precise technical specifications for seamless campaign execution.• Participate in handover calls to align with campaign objectives, seek clarification, and ensure a comprehensive understanding of client needs.• Implement thorough self-check processes to ensure the highest quality of campaign execution, addressing any missing specifications at handoff.• Execute campaigns based on business requirements provided by Sales to achieve anticipated outcomes.• Ensure the timely and accurate launch of campaigns/programs in the market.• Demonstrate flexibility and proactive critical thinking to identify and address potential roadblocks through a comprehensive understanding of the campaigns intent.• Collaborate proactively with internal partners to troubleshoot and address issues specific to campaign execution, ensuring effective communication and resolution.• Adhere to execution best practices, ensuring overall quality and compliance standards, and effectively managing against retailer and/or industry-specific requirements.• Collaborate with Commercialization teams to contribute to the planning, piloting, and execution of new third-party partner integrations.• Stay current with media campaign management tools, acting as an internal consultant and knowledge resource and targeting capabilities to align with specific campaign objectives.• Deliver training sessions for various teams within Catalina, facilitating the sharing of knowledge across different departments. Show less

  • Customer Delivery Manager

    Mar 2022 - now

  • Senior Campaign Specialist

    Jul 2018 - Mar 2022