Experience

Jeeng, an OpenWeb company

• United States
• Software Development
• 1 - 100 Employee

• Onboarding Manager

  • Jan 2023 - Present

  - Onboard all new AdServe (DFP/GAM) and Monetization business for initial success on the platform - Keep publisher information updated in HubSpot in order to streamline onboarding and find upselling opportunities- Determine which publishers should have a dedicated CSM or moved to “House Account” - Gather necessary data for CSMs to effectively upsell clients on new products and build relationships- Compile/document customer feedback, expectations and requirements in order to align teams and our vision - Facilitate training of products as well as regularly scheduled calls internally and externally - Set up Onboarding workflow and processes for new clients - Liaise between Engineers, BI, Publisher Operations, Sellers and CSMs to effectively solve technical issues for all publishers (house, my book of business, and one off’s) - Successfully hand off customer relationship to CSM after 30-60 days of onboarding (after pub has gone live or spending within a certain threshold)- Manage and retain book of clients- Handle Support Queue on designated days Show less

• Client Success Manager

  • Nov 2021 - Jan 2023

  - Trusted advisor for Jeeng publishers - Ability in monitoring and identifying trends in publisher data- Worked closely with premium publishers to optimize their properties to drive optimal revenue and performance- Worked in support queue in order to solve house account issues - Upsold clients to increase revenue across existing and future product lines- Initiated conversations to revive dormant accounts and small accounts- Collaborated with BI, product, and engineering teams to make recommendations and provide insight to grow publisher base Onboarding- Led onboarding calls and gathered necessary data for CSMs to effectively upsell clients on new products and build relationships- Second point of contact after sellers in order for a seamless implementation process- Liaised between Engineers, BI, PubOps, Sellers and CSMs to effectively solve technical issues- Helped to build processes, communications, and tactics for best practices Show less



Outbrain

• Greater New York City Area

• Customer Support Specialist

  • Mar 2018 - Sep 2020

  - Provided excellent customer service by efficiently resolving issues and responding to inquiries via email/live chat - Evaluated customer issues & trends to determine areas in need of improvement and implemented proactive corrections. - Conducted monthly webinars focused on customer success and education on platform - Headline writing for managed clients. - Trained new personnel regarding company operations, policies and services. - Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. - Conferred with customers, product and R&D teams about concerns with products or services to resolve problems & drive sales. - Recommended potential products or services by collecting customer information and analyzing customer needs. Show less



Newsela

• United States
• E-Learning Providers
• 400 - 500 Employee

• Customer Service Associate

  • Sep 2016 - Dec 2017

  - Ensured that user experience was as smooth as possible & granting administrative rights. - Customer outreach via Google hangouts - Came up with scalable solutions for automation internally and externally - Maintained functionality of website by filing JIRA tickets, answering support cases & emails. - Able to solve issues quickly and proficiently via Slack/ Zendesk. - Liaised with Sales, SDR's, Account managers, marketing and management teams to develop solutions and accomplish shared objectives. - Responded to customer requests for products, services and company information. Show less



New York City Mission Society

• Greater New York City Area

• Office Assistant

  • Jun 2015 - Aug 2015

  - Responsible for survey data entry and analyzation via Excel. - Kept business, customer and financial records current and accurate - Kept physical files and digitized records organized for easy updating and retrieval by authorized team members. - Sorted and distributed office mail & recorded incoming shipments. - Greeted numerous visitors, including VIPs, vendors and interview candidates. - Responsible for survey data entry and analyzation via Excel. - Kept business, customer and financial records current and accurate - Kept physical files and digitized records organized for easy updating and retrieval by authorized team members. - Sorted and distributed office mail & recorded incoming shipments. - Greeted numerous visitors, including VIPs, vendors and interview candidates.



Housing Works

• Non-profit Organizations
• 700 & Above Employee

• Sales Associate

  • Jun 2012 - Aug 2012

  - Responsible for monetary transactions. - Maintained organized, presentable merchandise to drive continuous sales. - Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs. - Prepared merchandise for sales floor by pricing and tagging. - Educated customers on promotions to enhance sales. - Responsible for monetary transactions. - Maintained organized, presentable merchandise to drive continuous sales. - Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs. - Prepared merchandise for sales floor by pricing and tagging. - Educated customers on promotions to enhance sales.