MOHAMED MOHAMED

Ads Operations | Policy & Technical Support

MIAMI,FL

Summary

Ads Operations and Technical Support professional with experience supporting TikTok advertisers and resolving advertising policy, delivery, billing, tracking, and platform issues using JIRA. Experienced in reviewing ad-related issues, interpreting platform requirements, managing support queues against SLA targets, handling advertiser escalations, and collaborating with Product, Engineering, Sales, and Ads Support teams. Strong background in identifying trends, conducting root-cause analysis, maintaining high-quality support decisions, and communicating complex policy and technical information clearly to advertisers.

Overview

years of professional experience

Work History

TikTok – Ads Technical / Product Specialist

TikTok

06.2023 - 09.2026

Review advertiser cases and ad-related issues to identify policy, safety, technical, creative, and platform risks, including rejected or restricted ads.
Manage high-volume advertiser support and review queues while meeting SLA, throughput, response-time, productivity, and quality targets.
Provide B2B advertiser support using Zendesk and Salesforce, including rejection clarification, policy questions, technical troubleshooting, expedited cases, and escalations.
Use JIRA to escalate and track product and technical issues while partnering with Product, Engineering, Sales, and Technical Ad Support teams to drive resolution.
Analyze recurring issues and performance trends, conduct root-cause analysis and quality reviews, and troubleshoot Pixel, APIs, attribution, campaign delivery, billing, CPA, CTR, ROAS, and pacing.

Customer Support & Tax Operations

Intuit (TurboTax)

12.2023 - 05.2026

Lead customer support and tax operations teams in a high-volume, quality-focused environment.
Monitor CSAT, SLA, quality, productivity, throughput, and response-time metrics to maintain operational performance.
Conduct quality audits and case reviews to identify errors, trends, compliance concerns, and coaching opportunities.
Manage complex customer escalations and coach team members on accuracy, compliance, customer experience, and operational procedures.
Perform root-cause and trend analysis and collaborate with internal teams to improve workflows, support quality, and operational efficiency.

Education

Bachelor of Science - Accounting, Business Management & Marketing

Mansoura University

Egypt

07-2019

Skills

Policy enforcement review

SLA management

Client relationship management

Case resolution
Escalation management

Cross-functional collaboration

Ad policy compliance
Platform risk assessment

Campaign troubleshooting
Technical troubleshooting

Advertiser issue resolution

Customer success management

Jira

Zendesk

Salesforce

Case management

Root cause analysis

Quality assurance

Reporting

Microsoft Excel

Timeline