Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Geoffrey Jacob

Garland,TX

Summary

Accomplished at Expedia Group, I leveraged data analytics and teamwork to enhance ad campaign performance and streamline operations, achieving significant improvements in client satisfaction. My expertise in audience segmentation and collaborative problem-solving drove innovative solutions, fostering strong client relationships and operational excellence.

Overview

20
20
years of professional experience

Work History

Senior Technical Ad Operations Specialist

Expedia Group
09.2023 - Current
  • Optimized campaigns using A/B testing methods, ensuring maximum return on investment for advertisers.
  • Contributed to overall company success by sharing expertise and providing mentorship to junior team members in Ad Operations department.
  • Generated and reviewed reports to address delivery issues and issue optimization recommendations.
  • Streamlined day-to-day operations for improved efficiency, maintaining excellent communication with cross-functional teams.
  • Provided technical support regarding creative and product capabilities.
  • Enhanced ad campaign performance by implementing strategic optimizations and targeting adjustments.
  • Efficiently manage multiple competing priorities while adhering to strict deadlines, resulting in the timely execution of all assigned tasks.
  • Developed comprehensive reporting to provide insights into campaign success, leading to data-driven decision-making.
  • Increased advertiser satisfaction through prompt resolution of discrepancies between delivered impressions and billed amounts.
  • Ensured optimal delivery of online advertising campaigns, maintaining a high level of client satisfaction.
  • Improved workflow efficiency by proactively identifying areas for process improvement within the ad operations department.
  • Established strong relationships with clients through clear communication and consistent follow-ups, fostering long-term business partnerships.
  • Participated in regular interdepartmental meetings to discuss campaign progress, setbacks, and future initiatives.
  • Collaborated with product management teams to implement new features and enhancements that benefited both internal processes and client outcomes.
  • Created and managed database of information gathered from research.
  • Utilized different tools to analyze marketing and financial trends and suggested measures to reduce costs and improve business processes.

Senior Revenue Operations Analyst

Expedia Group
05.2022 - 09.2023
  • Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
  • Established strong relationships with key stakeholders, fostering a collaborative environment conducive to achieving shared goals.
  • Created and managed operational databases to store and track data and maintain accurate information.
  • Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
  • Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.

Senior Technical Ad Operations Specialist- Media

Expedia Group
05.2019 - 05.2022
  • Enhanced ad campaign performance by implementing strategic optimizations and targeting adjustments.
  • Partnered with the internal team to intake and review ad and QA campaign inventory for accuracy and completeness.
  • Participated in regular interdepartmental meetings to discuss campaign progress, setbacks, and future initiatives.
  • Assisted in the development of training materials for new hires, promoting a culture of continuous learning within the Ad Operations team.

Technical Solutions Analyst- Lodging

Expedia Group
09.2016 - 05.2019
  • Documented processes meticulously, enabling streamlined knowledge transfer among team members during onboarding or role transitions.
  • Promoted a culture of continuous learning among colleagues by sharing industry insights and relevant resources regularly.
  • Advised management on technology investments, contributing to informed decision-making based on cost-benefit analyses.
  • Enhanced system performance by troubleshooting and resolving technical issues swiftly.

Associate and Team Lead

Expedia Group
10.2013 - 09.2016
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

Bank Team Lead

Abu Dhabi Commercial Bank ( Outsourced)
11.2007 - 10.2010
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Senior Customer Associate

Respondez Bpo Private
01.2005 - 03.2007
  • Conducted thorough research on client accounts, enabling tailored solutions based on unique needs and preferences.
  • Managed high volume of incoming calls and emails while maintaining excellent service quality standards.
  • Mentored new hires during their integration period, fostering a supportive environment conducive to growth and development within the organization.
  • Improved overall team productivity by implementing time management techniques and prioritizing tasks effectively.
  • Participated in regular training sessions to remain up-to-date on industry trends, sharing knowledge gained with colleagues as appropriate.
  • Handled escalated customer issues, navigating challenging situations with diplomacy and tact to reach satisfactory resolutions.
  • Collaborated with cross-functional teams to develop and implement new strategies for enhancing customer experience.
  • Spearheaded initiatives aimed at improving internal communication between departments, fostering a more cohesive and efficient working environment.
  • Reduced average call handling time without sacrificing service quality by streamlining procedures and utilizing efficient problem-solving techniques.
  • Exceeded performance targets consistently throughout tenure as Senior Customer Associate, earning recognition from management for dedication to excellence in service delivery.
  • Utilized CRM software to track interactions, ensuring detailed records of all communications for future reference and analysis.
  • Provided expert guidance on company products or services, assisting customers with informed decision-making processes based on their specific requirements.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Bachelor of Arts - Sociology

Mumbai University
Mumbai

Skills

  • Search engine marketing
  • Performance reporting
  • Campaign management
  • Customer satisfaction
  • Data Analytics
  • KPI tracking
  • SWOT analysis
  • Focus groups
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Problem-solving abilities
  • Time management
  • Multitasking
  • Excellent communication
  • Organizational skills
  • Team leadership
  • Attention to detail
  • Adaptability and flexibility
  • Creative thinking
  • Product Marketing
  • Decision-making
  • Team collaboration
  • Problem-solving aptitude
  • Reliability
  • Detail-oriented

Accomplishments

  • H1 Winner 2024 - Ad Media Center
  • Employee of the Year 2022 - Ad Operations
  • Supervised a team of 30 staff members.
  • Resolved product issues through consumer testing.
  • Highest Customer Satisfaction Rating

Languages

Arabic
Limited Working
Hindi
Full Professional
Marathi
Full Professional
Malayalam
Full Professional
English
Full Professional

Timeline

Senior Technical Ad Operations Specialist

Expedia Group
09.2023 - Current

Senior Revenue Operations Analyst

Expedia Group
05.2022 - 09.2023

Senior Technical Ad Operations Specialist- Media

Expedia Group
05.2019 - 05.2022

Technical Solutions Analyst- Lodging

Expedia Group
09.2016 - 05.2019

Associate and Team Lead

Expedia Group
10.2013 - 09.2016

Bank Team Lead

Abu Dhabi Commercial Bank ( Outsourced)
11.2007 - 10.2010

Senior Customer Associate

Respondez Bpo Private
01.2005 - 03.2007

Bachelor of Arts - Sociology

Mumbai University

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Geoffrey Jacob