1400 Portola Dr | San Fra ncisco, Ca

s as ha @s as ha m ad f es . c om ( 4 15 ) 5 9 5 3 7 6 7

A proc ess driven, client focused Manager with a unique ability to not lose sight of the "big picture" yet still be o bsessive about
details particularly when it comes to communication, documentation, transferring knowledge, s haring information, and
analyzing data in an effort to achieve target ed and measurable results.
Over 10 y ears of varied levels of res ponsibility working in both B2B and SaaS focused start-up and turn-around interactive
marketing environments helping to deliver solutions to customers that have a real impact on their business.
Consistently recognized for accomplishments stemmed from quickly and effectively identifying and resolving problems or their
potential by utilizing a wide variety of tec hniques and being able to foresee, adapt, and produce positive results in a lands cape
where a change in priorities then had to occur to quickly match business needs.
Adept at developing and deploying effective service delivery, call center, and quality control strategies
Effortlessly recognizes patterns and us es the skill to manipulate data for wrangling, research, analysis, and val idation
Has provided sales support through competitive research, lead generation, and pipeline management
Maintains active partnerships with various Affiliate Marketing providers to advertise ecommerce services and products
Experienced wit h developing printed materials, facilitating trainings, and creating policy and procedure manuals
Knowledgeable in t he principles and processes for providing customer service, including needs assessment, meeting
quality standards, and evaluation of customer satisfaction

MICROSOFT OFFICE Word, Excel, Publisher, Outlook, & Powerpoint

Advanced knowledge of efficient methods for using functions of Microsoft Office applications, including:
Writing, utilizing, and testing macros to increase productivity
Arranging dat a by including pivot tables, formulas for cell references, vlookup, and if/then logic
Creating lists with sorting/ filtering enabled and protecting specific areas of a worksheet

CRM Salesforce.com
SFDC Administrator level access for importing, de -duplicating, merging, converting, and cleaning up of system data

OPERATING SYSTEMS Microsoft Win98 Win95 WinME WinNT WinXP Win2000 Vista & Win7
Experienced with performing extensive technical support, general trouble shooting of s oft ware and hardware failur es, and
identifying net work problems when related to work station configurations including: hardware installations , software
configuration changes, registry repairs, and regular maintenance

SAN DIEGO STATE UNIVERSITY Bachelor of Arts, Communication 0 8. 9 1 - 05. 9 6

Marin Software's SaaS offering is the "Marin Search Marketer"... an enterprise-class paid search management application
that analyzes, manages, and optimizes large-scale SEM/PPC campaigns of companies with a minimum online marketing spend of
$100k per month on paid search across Google, Yahoo, and MSN's Bing
MARIN SOFTW ARE Research Associate, Team Lead 08. 08 - 09. 09 SALES SUPPORT
Coordinated a team of 5 in conducting custom strategic investigation of prospective clients to identify and ve rify related
information of the appropriate contacts responsible for their company's key word bidding. Trained new employees t o
understand the standard operating procedures and us e of the CRM tool Sales force.com.
major accomplishments:
Determined best practices as the res olution to dashboard and data reporting issues after researching and identifying
application solutions, enhancements, and system integrations while granted temporary Salesforce.com Administrator
access
Provided several new resources and methods of investigation for analyzing the exi sting online advertising pres ence of
prospects that became instrumental qualifying leads generated for the inside sales team; this directly resulted in number of
monthly conversions multiplying and the c ompany becoming the leading supplier in its space, ac quiring accounts
managing $650 million of annual paid search spend with bidding on over 100 million keywords
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Reply's primary service at the time was lead generation and performance-based online marketing... with a national network of
17,000+ service providers receiving inquiries from OpenAuto, RealtyNow, AgentConnect, iMotors, and CarClub brands
REPLY! INC Manager of Data Quality 06. 05 - 06. 07 CALL CENTER
Responsible for daily conversion of leads generated from online ac quisition channels including SEM, internet marketing, and
email campaigns. Scheduled 15 non-exempt, full-time employees to maintain 24x7 coverage of all brands; motivated
department members to meet tight and constantly changing deadlines and to remain focused while numerous customer
requests impacted the timing of the product approval and delivery. Supervised personnel, conducted performanc e evaluations,
and interviewed new hire prospects for the department tasked with screening requests, verifying contact information, and
confirming interest for follow-up information relating to real estate specifics or an upcoming new car purchas e. Forec asted
daily workloads, balanced volume spikes, assessed workflow and resource demands, and reported on key metrics.
major accomplishments:
Multiplied revenues, achieving major improvements in speed and accuracy, by implementing new department validation
procedures
Reduced operating expenses, automating the lead review process, by integrating a 3rd party data verification provider
TA RGUSInfo
Insured round-the-clock coverage as business needs dictated by creating, assembling, training, maintaining, and
managing a nationwide team of 20+ long term independent cont ractors with varying availabilities and ultimate flexibility
Introduced, monitored, and impleme nted an inspection process to track discovered XML data issues from outsourc ed lead
providers and evaluate issues relat ed to product quality
Identified various system problems and suggested solutions by collecting data examples, capt uring the surrounding f acts,
and drawing valid conclusions

REPLY! INC Senior Account Manager 06. 04 - 06. 05 CLIENT SERVICES

Acted as the primary cont act and customer issue escalation point for Reply!s major automotive services clients. Processed
monthly billings and oversaw retention efforts; responsible for approving the service suspension of delinquent or breach
accounts prior to the expiration of contracts. Implemented overall roles and responsibilities, direction, and leadership of C lient
Services department staff.
major accomplishments:
Developed strategies to drive efficient operations and profitability by creating and implementing an audit process to
determine and resolve service standard compliance issues
Independently identified and investigat ed a 3 -year-old database issue that failed to report over $870,000 in past-due,
uncollected revenue and caused premature account closure, exposing serious billing inaccuracies when compared to the
services rendered
Successfully collected over 60% of the discovered lost revenue by establishing procedures to generate doc ument ation of
the identified billing and reporting error and overseeing the negotiation of balances due

REPLY! INC Client Services Specialist 06. 03 - 06. 04 CUSTOMER SERVICE

Accountable for staff scheduling, payroll, human resource coordination, product control, staff training, and managing contracts.
Served as primary account manager and key contact for various strategic client accounts.
major accomplishments:
Increased ROI and reduced losses caused by wasteful practices by implementing an improved protocol for managing
member accounts after identifying, documenting, and presenting client service process inefficiencies to upper
management

REPLY! INC Regional Sales Executive 04. 03 - 06. 03 BUSINESS DEVELOPME NT

GIGANTIC INC Event Staff Coordinator 10. 99 - 04. 06 BAR & CLUB
BANK OF AMERICA Research Analyst 10. 97 - 11. 99 INTERACTIVE BANKING
MIDW EST TV/RADIO (CBS) Market Research Analyst 09. 96 - 07. 97 COMMERCIAL RADIO
PRINCESS RESORT Assistant to the F&B Director 06. 96 - 07. 97 HOTEL MANAGEMENT
ASSOCIATED STUDENTS Executive Vice President 05. 95 - 05. 96 SDSU AUXILIARY