SASHA MADFES

1 40 0 P O RTOL A DR / SA N FRA NCI S CO , CA

introducing...
A process driven, client focused Manager with a unique ability to not lose sight of the "big picture" yet still be obsessive about
details particularly when it comes to communication, documentation, transferring knowledge, sharing information, and
analyzing data in an effort to achieve targeted and measurable results.

Over 10 years of varied levels of responsibility 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 techniques and being able to foresee, adapt, and produce positive results in a landscape
where a change in priorities then had to occur to quickly match business needs.

exceptionally skilled...
+ Adept at developing and deploying effective service delivery, call center, and quality control strategies
+ Effortlessly recognizes patterns and uses the skill to manipulate data for wrangling, research, analysis, and validation
+ 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 with developing printed materials, facilitating trainings, and creating policy and procedure manuals
+ Knowledgeable in the 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

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 software and hardware failures, and
identifying network problems when related to work station configurations including: hardware installations, software
configuration changes, registry repairs, and regular maintenance

professionally accomplished...
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 SOFTWARE | 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 verify related
information of the appropriate contacts responsible for their company's keyword bidding. Trained new employees to
understand the standard operating procedures and use of the CRM tool Salesforce.com.
MAJOR ACCOMPLISHMENTS:
+ Determined best practices as the resolution 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 existing online advertising presence of
prospects that became instrumental qualifying leads generated for the inside sales team; this directly resulted in
number of monthly conversions multiplying and the company becoming the leading supplier in its space, acquiring
s a skeywords
accounts managing $650 million of annual paid search spend with bidding on over 100 million [email protected]
415 / 595.3767
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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 & lead validation
Responsible for daily conversion of leads generated from online acquisition 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 performance 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 purchase. Forecasted 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
TARGUSInfo
+ Insured round-the-clock coverage as business needs dictated by creating, assembling, training, maintaining, and
managing a nationwide team of 20+ long term independent contractors with varying availabilities and ultimate flexibility
+ Introduced, monitored, and implemented an inspection process to track discovered XML data issues from outsourced
lead providers and evaluate issues related to product quality
+ Identified various system problems and suggested solutions by collecting data examples, capturing the surrounding
facts, and drawing valid conclusions

REPLY! INC | Senior Account Manager 06.04 - 06.05 >> client services
Acted as the primary contact 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 Client
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 investigated 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 documentation
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 development
GIGANTIC INC | Event Staff Coordinator 10.99 - 04.06 >> bar & club event production

BANK OF AMERICA | Research Analyst 10.97 - 11.99 >> interactive banking

MIDWEST 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/restaurant management

ASSOCIATED STUDENTS | Executive Vice President 05.95 - 05.96 >> SDSU auxiliary

well educated...
SAN DIEGO STATE UNIVERSITY | Bachelor of Arts, Communication 08.91 - 05.96