Austin Richard
Manhattan,NY
Summary
Overview
5
5
years of professional experience
1
1
Certification
Work History
Client Engagement Manager
Bytedance Inc(TikTok)
06.2021 - 01.2024
- Reconciled suspended accounts, unblocking over $23 million in revenue and implementing preventive measures to reduce future suspensions for 2022-2023, achieving an 85% quality in ads moderation using Q&A, Core-Ops, and Calibrations as KPIs.
- Managed 200+ mid-market ad campaigns across NA and LATAM, ensuring compliance by reviewing 20,000 short-form video ads for policy adherence.
- Developed 30 educational Root Cause Analysis (RCAs) for clients to adhere to policy guidelines, eliminate campaign error interference, budget utilization and solve advertising problems for live-ads.
- Handled and provided dedicated support for 25 VIP AD accounts including, NBC Universal, Amazon Prime, Noon, Weight-watchers, Disney+.
- Co-developed 2.0 escalation portal to address campaign rejections, ensuring compliance with service level agreements (SLA) for Client Success Managers (CSMs).
- Ensuring the provision of exceptional service to SMB clients, handling 20+ advertisers queries daily, handling critical issues and escalations, resolving process gaps, and unlock additional resources for the Appeals team.
- Utilized the Aeolus Dashboard to gather advertiser data and prepared comprehensive (RCA) reports.
- Applied pivot tables in MS Excel to enhance data visualization and assisted the ADEX team in improving advertiser approval rates by 67% on a weekly basis.
Client Success Specialist - Premium
Indeed Inc
10.2020 - 06.2021
- Tracked and analyzed analytics reports to gain insight on CPC, CPA, and hiring efforts; utilizing this information to assist in the strategic planning for recruitment.
- Managed 40+ premium accounts focusing on increasing recruitment budgets, scaling, and ensuring campaign alignment through phone, email, and live chat communication channels.
- Dedicated product expert to help optimize client recruitment, leading to a 25% weekly increase in conversion rates, bidding and client satisfaction.
- SME for Product, Operations for issue resolution, optimizing daily workflows for premium and VIP clients who exceeded spending thresholds resulted in a 30% reduction in turnaround time for program resolution.
- Developed and delivered customized training sessions for clients, covering platform features, best practices, and industry-specific strategies to drive success.
Assistant Shift Lead
Starbucks Inc
02.2020 - 05.2021
- Led daily operations, including inventory management, cash handling, and shift scheduling, demonstrating strong organizational and multitasking abilities.
- Developed and implemented training programs for 11+ new hires, fostering a culture of continuous learning and development within the entire team.
- Assessed sales data and customer feedback to identify opportunities for improvement and implement strategies to drive sales growth.
- Mitigated conflicts within the team through effective communication and mediation strategies.
- Contributed to increased sales through upselling techniques and product knowledge promotion among team members.
Digital Marketing Analyst-Marketplace
Meta
08.2018 - 09.2019
- Test, measure, analyze, and optimize the performance of search, social, content to display across conversion funnels to boost customer engagement.
- Moderated content on the Marketplace platform, implementing best-selling practices in Asia and EU Regions, reducing content violations by 40%.
- Examined user behavior of 70+ daily post and global product trends on the marketplace, enabling data-driven decision for account suspensions.
- Implemented SEO best practices to improve organic search rankings and drive website traffic, resulting in a 25% increase in organic search traffic.
Education
Bachelor of Arts - Communications
Grambling State University
Grambling, LouisianaSkills
- B2B Sales
- Client Success
- CRM Software
- Project Management
- Content Marketing
- Paid Media
Certification
- Project Management for the Unofficial Project Manager Certification, 06/2021 - Present, Franklin Covey
- SQL for Data Analysis, 12/2023, Scandinavian Institute of Business Analytics
Timeline
Client Engagement Manager
Bytedance Inc(TikTok)
06.2021 - 01.2024
Client Success Specialist - Premium
Indeed Inc
10.2020 - 06.2021
Assistant Shift Lead
Starbucks Inc
02.2020 - 05.2021
Digital Marketing Analyst-Marketplace
Meta
08.2018 - 09.2019
Bachelor of Arts - Communications
Grambling State University
- Project Management for the Unofficial Project Manager Certification, 06/2021 - Present, Franklin Covey
- SQL for Data Analysis, 12/2023, Scandinavian Institute of Business Analytics
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