Ireland
Experienced Senior Business Pages Analyst with a demonstrated history of working in the Information Technology, Online Advertising space and Service Industry towards goals that will increase customer satisfaction and revenue. Skilled multitasker, resourceful problem solver with an emphasis on success in the fields of Digital Markerting, Social Media, Search Engine Optimization (SEO), Training Delivery and Account Management among others.
- Providing technical support to Enterprise clients with Adobe Creative Cloud software and products. - Troubleshooting issues with system admins who are facing issues to deploy Adobe packages. - Making sure the purchased licences are properly provisioned to the end-users’ computers. - Discussing and educating clients regarding the appropriate configuration for their organization. - Helping with implementation of SSO, Azure AD, proxy and endpoints setup. - Creating bugs, when necessary, via JIRA and liaising with Engineering Team daily. - Providing Adobe products and software Expert sessions to customers via Microsoft Teams for onboarding or when complex issues require access to their admin console.
- First point of contact to customers’ queries and feedback for Lightroom mobile, Photoshop Express and Acrobat reader on Adobe’s Android Google Play store and Apple's App store. - Replying to reviews and escalating potential issues to the various Product teams in order to fix bugs and improve Adobe apps and services. - Directing customers to the appropriate resources on Adobe's public help pages and forums in order to educate them and help them solve their issues. - Focusing daily on engagement with end users from the Spanish market in order to provide them with a world class customer experience all along. - Compiling data that allows me to put together regional insights for the various apps and Product teams - Generating monthly reports about my findings that are escalated to the appropriate teams and managers. - Constant collaboration with the rest of the team located in other global locations such as North America, India and Japan thru weekly meetings outlining trending topics and common issues. - Working on improving knowledgebase articles in order to keep them up-to-date with the latest processes for new hires. - Mentoring new hires and assisting them in their first months joining the company by sharing tips and tricks to get them up to speed promptly. - Hands on approach during collaboration projects and when liaising with other departments
• Gathering a full understanding of the client's products in order to best assist customers. • Identifying innovative ways to solve problems upstream and scale our operations. • Working closely with internal Sales and Account Management teams as well as external clients, including Small and Large businesses and agencies to assist with operational tasks. • Maintain a strong focus on attention to details and client satisfaction using critical analysis and problem solving skills. • Cooperate with Account Managers to develop, assist and manage large, complex tasks required by projects for demanding corporate clients. • Demonstrate creativity, out of the box thinking and innovation while working on projects for client in order to achieve expected results. • Carry out necessary adjustments to keep policy processes up to date for the various workflows involved. • Meeting and exceeding targets and goals as set by the business on a daily basis.
▪ Focus on helping our customers achieve success with our products. ▪ Troubleshoot, guide and implementation of websites for clients based on their requests. ▪ Handling website issues, and provide efficient workarounds for SMB and end users. ▪ Ensuring that customer satisfaction has been met ▪ Supporting customers through website setup and development while adhering to Squarespace’s Quality Control standards. ▪ Identify and escalate system issues on the platform to our Product Solutions team. ▪ Maintaining a high-level of service in a customer service in accordance with established SLAs. ▪ Facilitating onboarding of clients in order to cope with ever-changing technological universe. ▪ Operate efficiently in a highly productive environment and managing multiple priorities along with follow-up with customers
▪ Responsible for evaluating advertising content in several markets in conjunction with client policy. ▪ Advising and handling customer queries ensuring that responses meet company’s KPIs ▪ Monitor and examine multiple media types to generate quality reports for clients. ▪ Optimizing processes to match latest policy updates and compliance. ▪ Use quick decision making and common sense during review process of Google ads approval. ▪ Proactively and reactively enforce copyright and trademarks policies. ▪ Increase productivity levels through data analysis. ▪ Educate and advise partners regarding content policies. ▪ Training of clients for best practice via video conference and Hangouts.
▪ Providing outstanding customer support to Google AdWords Large Consumer Sales advertisers. ▪ Daily use of AdWords Editor, AWICS and Google Relationship Manager for optimization of accounts. ▪ Ensuring compliance of campaigns and advising customers on the best strategy for them to achieve their advertising goals. ▪ Implementing ad campaigns in order to achieve better ROI (return on investment). ▪ Operating changes at campaign or/and ad group level. ▪ Direct contact with Account Managers to enforce changes in a timely manner. ▪ Organized custom made trainings with clients and partners to identify non productive campaigns. ▪ Monitoring and real time optimization of running and paused campaigns to measure results on given period.
• Executed simultaneous translation for French speaking professionals and corporate executives during their stay in Ireland. • Assisted and facilitated administrative steps with authorities. • Translation of web sites, business reports and documents related to online technologies. • Performed translation/localization projects from start to finish.