Account Manager at Google
April 2014 - Present | Dublin, Ireland
Working with some of Google's largest advertisers, providing dedicated advice on effective online advertising & marketing.
Expertise includes strategic analysis, industry benchmarking & insights, campaign setup and optimisation, analytics, search & display advertising, mobile & YouTube. My scope also includes advertising strategies for global/diverse markets.
Account Strategist at Google
September 2012 - March 2014
Providing strategic analysis and advising advertisers on how to optimise their results on the Google AdWords platform, across a range of industries and focusing on the SMB sector.
I assist advertisers in strategising how to effectively integrate Online advertising within their overall advertising & marketing mix, in order to achieve their desired results. This includes strategic advice on effective messaging, branding strategies vs pure lead/sales oriented goals and identifying opportunities to stand out, differentiate and gain recognition through online advertising.
Expertise spans across search advertising, YouTube advertising and the Google Display Network, encompassing mobile & mobile apps advertising across these mediums.
Freelance Social Media Consultant at Self Employed
June 2011 - August 2012
Social media marketing is a relatively new concept in the business world. I help businesses by consulting on social media best practices, ensuring my clients are on top of their game and at the forefront of innovation in the utilisation of social media in a business capacity.
My expertise includes:
o Using social media for customer service
o Using various social media platforms for marketing purposes
o Formulating social media strategies
o Competitor analysis
o Effective messaging and managable engagement strategies
Social Media Consultant at Meltwater Group
January 2011 - July 2011
Providing Social Media monitoring solutions to businesses.
In this day and age, anyone with a computer and an opinion can set up a blog, facebook page, twitter account, youtube channel etc. Conversations are happening every day about businesses, brands, industries, trends.
There is a competitive edge to be gained out of listening to what people are saying about your business, product or organisation. Are you listening?
Whether you want to listen, or take the step to engagement with online conversations, monitoring social media mentions can help your organisation manage your reputation, identify new opportunities in the market, minimise damage of negative mentions and help you get closer to customers in their domain.
Businesses are increasingly realising they need to be in the social media space, but being there doesn't just mean setting up your own pages, an effective social media strategy includes going to where your customers are and the effects go beyond the social media world. Your advertising, marketing and PR efforts are all being spoken about online.
Meltwater Buzz helps you capture those conversations, sentiment and themes to your business or organisation's advantage.
If you would like to chat about how Meltwater Buzz can help you, feel free to contact me on [email protected]
Team Leader at Roam Tolling, Salmat
October 2008 - March 2010
o Providing professional guidance to customer service representatives (CSR's) to assist them in handling customer enquiries.
o Taking call escalations from CSR's to find creative solutions to assist customers with their enquiries and concerns and coaching CSR's how they can handle these enquiries differently in the future.
o Managing a team of up to 15 staff, motivating staff to meet KPI's, providing professional support and coaching.
o Working as part of the management team to formulate new policies and procedures within the call centre.
o Call centre reporting and payroll processing.
National Public Affairs Director at Australasian Union of Jewish Students
2010 - 2010
o Conceiving and running national campaigns across Australia & New Zealand.
o Moderating an online community for activists to communicate among each other.
o Running educational sessions for students on effective communication and advocacy.
o Coordinating the annual Political Training Seminar with senior politicians and public figures, in Canberra.
o Overseeing the public image and responses issued by the organization, through online and print media, social media and public forums.
o Forming partnerships and joint initiatives across like minded youth political groups, student groups and organizations with shared interests.
Weekend Team Leader at Telstra Bigpond, Salmat Salesforce
November 2007 - October 2008
o Providing professional guidance to customer service representatives (CSR's) to assist them in handling customer enquiries.
o Taking call escalations from CSR's to find creative solutions to assist customers with their enquiries and concerns and coaching CSR's how they can handle these enquiries differently in the future.
o Managing the weekend team of CSR's, monitoring their performance, providing further training as required, motivating these employees and coordinating all administrative requirements of the team.
o Overseeing real time adherence and managing all workforce management duties on the weekend. Ensuring that CSR's are in adherence to their rosters, following up technical issues with Telstra and issuing instructions on centre operation accordingly.
o Introducing and implementing new strategies to enhance a positive workplace culture on the weekend to increase motivation and increase company revenues.
o Organising and facilitating weekend training sessions on key updates and core competencies required of CSR's.
Customer Service Representative at Telstra Bigpond, Salmat Salesforce
December 2006 - November 2007
o Handling customer's accounts enquiries to the highest of standards in a friendly and efficient manner.
o Educating customers on internet services and the various access options, plans and special offers.
o Sales & new customer acquisitions, tailoring solutions and offers to their requests and requirements based on current company plans & offers.
o Working in a high volume environment, adhering to policies and procedures under busy and stressful circumstances in an organised and efficient manner.
o Reaching set KPI's including adherence to roster, quality requirements and sales targets.
Customer Service Representative at Cellcom Communications Ltd
November 2005 - November 2006
o Providing a high level of customer service to clients over the phone.
o Providing technical support in mobile phone based services.
o Exceptional communication skills, providing fast & effective solutions to customers.
o Assisting the team leader in administrative duties, such as team reports, processing data.
o Providing professional guidance within a call center environment for up to 60 people per shift.
o Meeting sales & customer satisfaction objectives.
o Liaising with all company departments in order to effectively meet client needs & queries.
Human Resources Manager at Israeli Defense Forces
March 2003 - October 2004
o Worked independently and under pressure to exceed the standards set in the army.
o Interviewed soldiers to find the role which best suit their capabilities and skills.
o Liaised with army units to determine their needs and desires. Effectively located suitable soldiers to match these needs.
o Possessed a high level of service awareness in order to provide a service, solving manpower problems, queries and requests.
o Producing various reports using excel, powerpoint and CRM systems on a weekly, monthly, quarterly and annual basis depending on the report type.
o Instilling high standards in the soldiers under my command, by way of personal example and putting an emphasis on attention to detail.
o Managed an office and led 3-5 soldiers under my command.
o Provided information to units in all human resources procedures.
o Managerial and leadership duties.
Human Resources Coordinator at IDF
March 2002 - October 2002
o Liaised with all sections and branches on HR issues, such as requests for reinforcement and gathering of HR statistics for superiors.
o Familiarised myself with the structure of the unit, so as to meet special manpower requirements with the highest level of efficiency and accuracy.
o Assisted the HR officer and was the substitute in all affairs in his absence.
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