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monetization integrity operation manager resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Highly motivated, solutions-focused professional with extensive experience and proven track record of success in leading service-support operations; combine sound time and resource management skills to implement strategic initiatives to enhance productivity, service, and overall bottom-line performance. Possess exceptional interpersonal and communications skills with proficiency to promote confidence and build and maintain strategic relationships with people from diverse backgrounds; an energetic, innovative, and strategic hands-on professional with superior team building skills, and the ability to motivate others on all levels in the achievement of individual and organizational goals

Experience
Monetization Integrity Ads Operation Manager, 05/2021 to 03/2023
TikTok, LATAMCity, , TX

Lead Tiktok's Advertiser Experience team for Monetization Integrity in our global ads business. Managing 2 Regions (NA & LATAM) Working to ensure that all advertisers and users can get the best customer experience across our varied services we offer.

  • Directed day-to-day operations, managing over 27+ specialist and Team leads keeping our KPIs targets and Quality on desired goals.
  • Designing monetization integrity services and systems that ensure TikTok commercial content is safe, trustworthy and appropriate
  • Develop and maintain a deep understanding of the regional advertising market, its integrity issues, and the needs of advertisers
  • Work as the primary point-of-contact for Sales and Integrity partners to deliver results on all integrity-related issues and provide proactive ad-hoc support
  • Manage and develop a team of Team Leads and ad specialist to deliver results against set integrity goals
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Managed scheduling, training and inventory control.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Improved morale and management communication by creating employee recognition and rewards practices.
Lodging Support Services Team Lead, 02/2017 to 04/2021
Expedia GroupCity, , TX

Providing world class support for professional property managers, hotel staff and vendor executives, providing our partners with the tools they need to perform day-to-day operations and maximize revenue.

  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Developed quality assurance standards and established targets for all staff.
  • Created, recommended and implemented policies and procedures for operational and staffing resources.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste
  • Hired, trained and mentored staff to maximize effectiveness
  • Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
  • Effective Change Management – knowing how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors
Customer Service Supervisor /Team Lead, 12/2013 to 02/2017
Booking.comCity, , WA

Directed team of 18 associates in a call center environment and assisting the Local Customer Service Manager to motivate and lead the Seattle and Orlando CS team to provide outstanding Service and meet productivity and satisfaction business goals.

  • Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
  • Provide constant feedback and support to team members Hold regular meetings, 1:1's, performance and appraisal reviews
  • Produced reports outlining information such as call duration and customer satisfaction levels.
  • Managing escalated complaints from customers/hotels by phone and e-mail
  • Collaborating with HR in the recruitment process, interviews, language testing
Front Office Night Manager, 06/2010 to 10/2013
The Fairmont Olympic HotelCity, , WA

Representing management of The Hotel during the midnight shift by ensuring the company policies and Operation standards of the hotel are maintained at all times.

  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Met budget targets and quality standards (JD Power) by proactively leading team members and monitoring operations.
  • Created and optimized employee schedules for shift coverage.
  • Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Skills
  • Supervision & leadership
  • Project Management
  • Data collection and analysis
  • Business strategies
  • Revenue generation
  • Staff Training and Development
  • Problem-Solving
  • Recruitment and Hiring
Languages
English:
Native/ Bilingual
Negotiated:
Spanish:
Native/ Bilingual
Negotiated:
Portuguese:
Full Professional
Negotiated:
Certifications
  • Leadership and Management Certificate Program
  • Certified Front Desk Leader (American Hotel & Lodging educational Institute)
  • Lean Six Sigma Green Belt
  • Certified Web designer (Dreamweaver)
,
LinkedIn
  • https://www.linkedin.com/in/mikeClaire

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Resume Overview

School Attended

    Job Titles Held:

    • Monetization Integrity Ads Operation Manager
    • Lodging Support Services Team Lead
    • Customer Service Supervisor /Team Lead
    • Front Office Night Manager

    Degrees

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