Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
Sergio Alberto Badilla Orozco

Sergio Alberto Badilla Orozco

Tampere

Summary

Over 19 years of experience in all aspects of Customer Service Departments from entry level to Customer Success Management duties, withdrawals processing and reporting, as well as Ad Operations, Programmatic, web testing, design and remote support. Over 8 years of experience in campaign trafficking, DFA trafficking, Google Analytics, DCM and reporting tools from small businesses to Fortune 500. With basic knowledge of Adobe Analytics as well. Generating live performance and post tracking reports. Ability to direct complex projects from concept to fully operational status. Goal-oriented individual with strong leadership capabilities. Organized, highly motivated, and detail-directed problem solver. Proven ability to work in unison with staff. Extensive knowledge of the Poker / Gaming industry / Customer Service / Technical Support / Digital Campaign Trafficking and Management / Customer Success Management

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Catalina USA
03.2022 - 11.2022
  • Establish relationships with contacts at multiple customers while executing detailed media campaigns
  • Partner with customers from campaign initiation through conclusion, acting as point-person for status updates, in-flight performance and optimization opportunities, and overall campaign performance against strategic objectives
  • Manage revenue delivery and in-flight optimization for all media campaigns in-flight for assigned customers
  • Drive decision-making and actions to optimize media campaigns based on client defined KPIs, leverage best practices and historical campaign trends
  • Collaborate with internal sales contacts to recommend in-flight revenue management tactics, document, and report overall campaign performance vs
  • Customer KPIs, and identify upsell/cross-sell opportunities
  • Monitor customer health by gathering regular feedback and tracking relevant data points; partner with
  • Sales to advocate for next steps in support of maintaining and improving customer health
  • Partner with Sales to present regular business reviews and post-campaign KPI results with assigned customers.
  • Generated reports and communicated results to stakeholders to provide insights into customer success.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Ad Operations Specialist

Catalina USA
10.2019 - 03.2022
  • Responsible for managing the trafficking, delivery, optimizations, and reporting of digital ad campaigns for multiple publisher clients within a team environment
  • Worked with ad ops team members and cross functional groups to address and resolve all ad ops issues in a timely manner
  • Performed all duties of ad operations including trafficking, troubleshooting, campaign optimizations, and reporting
  • Effectively communicated status of campaigns, technical issues, launch delays, delivery issues, etc. to client contacts
  • Performed quality assurance checks and debug issues with campaigns to ensure that line items and creative have been set up correctly and are delivering across all platforms and devices
  • Monitored and analyzed campaign performance
  • Assisted with documenting, updating and maintaining trafficking and work-flow procedures for client accounts
  • Identified workflow inefficiencies and address ideas to improve the ad ops process
  • Assisted with ad hoc projects as needed.
  • Gathered data on competitors to analyze prices, sales and methods of marketing and distribution.
  • Tracked key metrics and developed spreadsheets and data models.
  • Managed campaigns for various clients that consistently exceeded sales goals.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Booked ad campaigns utilizing various DSPs.
  • Generated and reviewed reports to address delivery issues and issue optimization recommendations.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Utilized specialized software to capture and process data.
  • Collated information to interpret data for clients.
  • Collaborated with cross-functional teams to develop and implement market research strategies.
  • Forecasted and tracked marketing and sales trends by thoroughly analyzing collected data.
  • Tracked key performance indicators to measure success of campaigns.
  • Devised data visualization dashboards to make complex data more accessible to stakeholders.

Web Marketing Analyst

Freelance
02.2017 - 07.2019
  • Worked flexible hours across night, weekend and holiday shifts.
  • Organized and detail-oriented with strong work ethic.
  • Gained extensive knowledge in data entry, analysis and reporting.

Senior Media Analyst

Accenture
01.2017 - 02.2018
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Proven ability to learn quickly and adapt to new situations.
  • Created and managed database of information gathered from research.
  • Tracked key metrics and developed spreadsheets and data models.
  • Created customized marketing materials to increase product awareness.
  • Generated and reviewed reports to address delivery issues and issue optimization recommendations.
  • Provided technical support regarding creative and product capabilities.
  • Prepared reports of findings by illustrating data graphically and translating complex findings into written text.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Utilized specialized software to capture and process data.

Media Operations and Technologies Analyst

Prodigious LATAM
03.2015 - 12.2016
  • Booked ad campaigns utilizing Google Ad Manager (DFP), DFA, DCM and others as needed.
  • Managed campaigns for various clients that consistently exceeded sales goals.
  • Tracked key metrics and developed spreadsheets and data models.
  • Generated and reviewed reports to address delivery issues and issue optimization recommendations.
  • Prepared reports of findings by illustrating data graphically and translating complex findings into written text.
  • Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
  • Collected and analyzed data on customer demographics, preferences, needs and buying habits to identify potential markets and factors affecting product demand.
  • Collated information to interpret data for clients.
  • Generated reports to support development and implementation of marketing plans.
  • Tracked key performance indicators to measure success of campaigns.
  • Devised data visualization dashboards to make complex data more accessible to stakeholders.

Technical Support

Audible
02.2012 - 06.2012
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.
  • Responded to customer inquiries and provided technical assistance over phone and through e-mail.
  • Created user accounts and assigned permissions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Installed and configured operating systems and applications.
  • Monitored systems in operation and quickly troubleshot errors.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Customer Service Agent

Amazon
07.2011 - 06.2012
  • Year)
  • Customer Services via phone, e-mail and chat.
  • Created user accounts and assigned permissions.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Contacted customers to return routine and general calls promptly.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer calls and emails to answer questions about products and services.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.

Customer Service Agent

WNS
06.2011 - 07.2011
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Provided follow through on all calls with confirmations and dissemination of requested information.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.

Silver Arrow Marketing / Tramar
03.2009 - 05.2011
  • In charge of retrieving the daily withdrawal requests list for 4 different casino websites with over 400 daily requests
  • In charge of elaborating, maintaining and updating the master excel withdrawals file and real time coaching to co-workers about any changes or improvements
  • In charge of managing, organizing, approving or denying the daily withdrawal requests received for each of the individual 4 casino brands based on given parameters and personal criteria
  • In charge of reporting weekly summaries for all the 4 casinos including income, chargebacks/refunds, outcome and payment distributions to fit within the given monthly budget
  • Provide reference and help in investigations when Livechat customers needed more specific information that was not available to the livechat agent.

Poker Ops and Tournament Monitoring Team Leader

UltimateBet.com
03.2009 - 05.2011
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Paid attention to detail while completing assignments.
  • Monitored continuously running poker tables and tournaments so that their performance was according to the rules and their respective behavior.
  • In charge of monitoring up to 230 simultaneous online events and ensure their appropriate functioning on a daily basis
  • In charge of maintaining a direct communication line between the Development department and
  • Management
  • Performed a continuous training and coaching of both new and experienced staff in order to maintain a full knowledge of the technical improvements on the tools necessary to perform relevant tasks.

Poker Operations Team leader

UltimateBet
12.2006 - 02.2009
  • In charge of monitoring up to 230 simultaneous online events and ensure their appropriate functioning on a daily basis
  • In charge of maintaining a direct communication line between the Development department and
  • Management
  • Perform a continuous training and coaching of both new and experienced staff in order to maintain a full knowledge of the technical improvements on the tools necessary to perform relevant tasks.

Customer Support Supervisor

Ultimate Bet
12.2006 - 02.2009
  • In charge of training, recruitment of Customer service staff for Established Poker Room
  • Managed Schedules and logistics for a team of up to 15 people
  • Provide second level support to customers when initial Support from CS Representatives was not sufficient
  • Maintain a continuous feedback based on QA reports to maintain excellence level of support
  • Working time

Monitoring Supervisor

Sergio Badilla Orozco
07.2003 - 12.2006
  • This company was acquired by IDS, maintaining the same organization and personnel

Call Center Agent, Customer Service Agent

BetCBS
09.2002 - 07.2003
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained user account data by initiating account access and establishing in database.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Educated customers on company systems, form completion, and access to services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Call Center Agent

New Age Bets / Sports Betting Arena
04.2002 - 09.2002
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained user account data by initiating account access and establishing in database.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.

Call Center Agent

Millenium Sports, BoS
02.2001 - 04.2002
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained user account data by initiating account access and establishing in database.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.

Education

Diplôme Universitaire - French, Literature

Université de Corse Pascal Paoli, DU
2019

Cenfotec Web Development and Web Design - undefined

Universidad Creativa incomplete
2015

Biology

Universidad De Costa Rica UCR
2014

Licenses & Certifications
04.2019

Skills

  • Communication
  • Customer Relationship Management (CRM)
  • Customer Service
  • Team Leadership
  • Process Improvement
  • Customer Service and Assistance
  • Client Service Optimization
  • Account Management
  • Proposal Development
  • Market and Competitive Analysis
  • Data Collection Process
  • Complex Problem-Solving
  • Customer Engagement
  • Strategic Decision-Making Support
  • Research Presentation
  • Data Quality

Certification

  • TCF - Test du Connaisance du Francais, Universite Pascal Paoli - 2019

Languages

Spanish, English
Native language
English
Proficient
C2
French
Intermediate
B1

Timeline

Customer Success Manager

Catalina USA
03.2022 - 11.2022

Ad Operations Specialist

Catalina USA
10.2019 - 03.2022

Web Marketing Analyst

Freelance
02.2017 - 07.2019

Senior Media Analyst

Accenture
01.2017 - 02.2018

Media Operations and Technologies Analyst

Prodigious LATAM
03.2015 - 12.2016

Technical Support

Audible
02.2012 - 06.2012

Customer Service Agent

Amazon
07.2011 - 06.2012

Customer Service Agent

WNS
06.2011 - 07.2011

Silver Arrow Marketing / Tramar
03.2009 - 05.2011

Poker Ops and Tournament Monitoring Team Leader

UltimateBet.com
03.2009 - 05.2011

Poker Operations Team leader

UltimateBet
12.2006 - 02.2009

Customer Support Supervisor

Ultimate Bet
12.2006 - 02.2009

Monitoring Supervisor

Sergio Badilla Orozco
07.2003 - 12.2006

Call Center Agent, Customer Service Agent

BetCBS
09.2002 - 07.2003

Call Center Agent

New Age Bets / Sports Betting Arena
04.2002 - 09.2002

Call Center Agent

Millenium Sports, BoS
02.2001 - 04.2002

Diplôme Universitaire - French, Literature

Université de Corse Pascal Paoli, DU

Cenfotec Web Development and Web Design - undefined

Universidad Creativa incomplete

Biology

Universidad De Costa Rica UCR

Licenses & Certifications

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Sergio Alberto Badilla Orozco