Fraud Support Analyst at SoHype GmbH (formerly Spyke Media) (2023-01 – 2026-04)
- Managed end-to-end fraud operations, conducting real-time transaction monitoring, pattern analysis, and case resolution within committed SLAs across a high-volume queue
- Authored 3 operational SOPs covering end-to-end workflows, adopted as team-wide standard references and used to onboard and train new team members
- Identified system and process gaps, collaborated with stakeholders to drive improvements, and reduced monthly issue volume by 90% through root cause analysis and end-to-end process redesign
- Maintained KYC compliance, audit-ready documentation, and regular performance reporting; served as internal subject matter expert supporting team onboarding and continuity
Senior Mobile Marketing Manager at Spyke Media (2018-02 – 2023-01)
- Managed 20+ B2B accounts across NA, LATAM, EMEA, and APAC as primary contact for all commercial, operational, and strategic matters
- Drove end-to-end account and client lifecycle management from onboarding through delivery and retention, consistently exceeding monthly targets by 10%+
- Negotiated and managed commercial agreements, coordinating renewals and updates with clients and internal stakeholders in line with governance and compliance standards
- Produced regular KPI and performance reports for management, tracking trends, flagging risks, and recommending corrective actions across the portfolio
- Represented the company at international conferences, identifying new business opportunities and expanding partnerships across EU, US, and APAC markets
Account Manager at Art of Click (2016-09 – 2018-02)
- Owned full account and client lifecycle across a diverse portfolio, covering onboarding, stakeholder alignment, KPI tracking, commercial administration, and performance reporting
- Turned around underperforming accounts through consultative engagement and targeted strategies, delivering up to 300% improvement; recognised as top performer for 2 consecutive years
- Ensured all accounts remained compliant with commercial agreements and governance standards, maintaining accuracy across all documentation and records
Publisher Manager at Art of Click (2015-11 – 2016-09)
- Built and managed an international partner portfolio across EMEA and APAC, leading onboarding, commercial negotiations, and ongoing relationship and account management
- Monitored partner KPIs, delivered performance insights to leadership, and proactively recommended improvement actions to maintain service quality and drive growth
Content / Quality Analyst at Zomato Philippines Inc. (2015-07 – 2015-11)
Data accuracy, quality reporting, and process compliance across high-volume workflows
Customer Service Representative (eBay) at ePerformax Contact Centers & BPO (2011-01 – 2012-12)
8-min AHT vs. 12-min benchmark, 90%+ CSAT, 95%+ QA; awarded eBay Champions League Award
