日本と海外をつなぐクラウドソーシング

Direct I

Senior Account Manager

2015/09～

Eric Fernandes


Direct I - Media.Net Sept 2015 - Present
Media.net exclusively manages technology, business operations and relationships with respect to publishers worldwide for the Yahoo! Bing Network Contextual Ads program. We are constantly looking for large partnerships on Email/Lead Generation/Co-reg path. More details on: http://contextualads.yahoo.com

• Managing a team of copy writers, account managers and business development specialists.
• Monitor performance of business and team members.
• Build and execute new operational processes.
• Work in sync with design and html team to get the desired output for the publisher.
• Work in sync with optimizers to give them the desired creative.
• Building ads (writing the creative, adding keywords, choosing the design and getting it built)
• Build reports to analyze data and consistently increase revenue
• Study client's existing technology/systems and consult them on the most appropriate process, to ensure seamless integration of our solution
• Provide commercial, marketing and strategic support
• Become the commercial liaison and provide necessary assistance on escalated or urgent issues





Cactus Communications Pvt. Ltd. April 2010 – Aug 2015

Received recognition of value cards from current employer, Cactus Communications Pvt. Ltd:
1. Innovation
2. Trust
3. Integrity
4. Excellence

Manager- Customer Experience- ROW, Brazil, Taiwan, Japanese Corporates and Global Payments.
From April 2014 I have taken up an additional role to manage ROW (English website, Global market), Brazil market, Taiwan market & 50 Japanese Corporate clients. In this role I handle a team of three Indians, two Brazilians and one Taiwanese member of designations from Senior Associate to Associate, Client Servicing.
In a gist, this role consists of:

• Coaching and counseling my team to drive improvements.
Implement and execute company policies and procedures and setting priorities.
• Usher strong quality as well as productivity standards within your team.
Address good and bad behaviors in the team.
• Maintain performance, productivity and attendance information.
Drive the team in order to achieve requested departmental targets.
• Manage escalated customer complaints by phone, email, etc.
Monitor customer care activities and performance on a daily basis.
• Conduct weekly reviews with each team member to maintain focus and motivation on our quality standards and targets.
• Conduct midterm and annual performance reviews.
• Schedule and distribute tasks in the team.
• Collaborating with HR in the recruitment process of a new team member.
• Building strong relations with other departments within the company.
Replace and carry our activities of other team leads if needed.
• Initiate and drive projects till closure.