Summary
Overview
Work History
Education
Skills
Websites
Software
Certification
Timeline
Generic
Magda Sapio

Magda Sapio

Digital Advertising Specialist & Team Lead
Lisbon

Summary

Manager with over 7 years of experience in managing operational teams in contact centers, specializing in process optimization and human resources development. Skilled in performance analysis, KPI improvement, and talent training to maximize business efficiency. Strong leadership and problem-solving skills.

Overview

5
5
years of professional experience
2
2
Certifications
3
3
Languages

Work History

First Line Manager

Salt
09.2024 - Current
  • Managed a team of 20 people, focusing on performance and professional development.
  • Optimized work processes, achieving a productivity increase of 59%.
  • Monitored KPIs and implemented strategies for continuous improvement.
  • Provided personalized coaching to enhance service quality and reduce error rates.
  • Developed and enforced quality control measures to ensure compliance with company policies.
  • Implemented training programs to upskill employees and improve operational efficiency.
  • Collaborated with cross-functional teams to enhance workflow and customer satisfaction.

First Line Manager

Reddit
01.2024 - 08.2024
  • Supervised agents in guiding advertisers on planning and optimizing their advertising campaigns on social media platforms.
  • Provided strategic direction to agents on budget allocation and campaign strategies to improve advertiser visibility and conversions.
  • Ensured agents effectively conducted client meetings to identify goals and develop tailored advertising solutions.
  • Oversaw team performance to ensure advertisers met the required spending threshold and revenue targets.
  • Monitored the creation of business opportunities by agents, ensuring client engagement and campaign launches.
  • Handled customer escalations, ensuring timely resolution and client satisfaction.
  • Assisted in the integration of new CRM tools to streamline support processes.
  • Conducted performance evaluations and provided feedback for team development.
  • Maintained comprehensive reports on productivity, customer feedback, and resolution times.
  • Led process improvement initiatives, reducing average handling time by 35%.
  • Coordinated with management to align team goals with company objectives.


First Line Manager

Meta
03.2020 - 01.2024
  • Supervised agents in guiding advertisers on planning and optimizing their advertising campaigns on social media platforms.
  • Provided strategic direction to agents on budget allocation and campaign strategies to improve advertiser visibility and conversions.
  • Ensured agents effectively conducted client meetings to identify goals and develop tailored advertising solutions.
  • Oversaw team performance to ensure advertisers met the required spending threshold and revenue targets.
  • Monitored the creation of business opportunities by agents, ensuring client engagement and campaign launches.
  • Handled customer escalations, ensuring timely resolution and client satisfaction.
  • Assisted in the integration of new CRM tools to streamline support processes.
  • Conducted performance evaluations and provided feedback for team development.
  • Maintained comprehensive reports on productivity, customer feedback, and resolution times.
  • Coordinated with management to align team goals with company objectives.

Meta Pro

Meta
09.2019 - 03.2020
  • Advised advertisers on optimizing their digital marketing campaigns across Meta platforms.
  • Guided clients in allocating their advertising budgets to maximize visibility and conversions based on their business objectives.
  • Conducted consultations and meetings to understand client needs and provide tailored advertising strategies.
  • Assisted advertisers in launching campaigns, ensuring they met the minimum spend threshold required for the program.
  • Provided insights and data-driven recommendations to improve ad performance and achieve revenue targets.
  • Maintained customer relationships by offering ongoing support and strategic recommendations for future campaigns.
  • Identified opportunities for clients to scale their investment in paid media and enhance ROI.

Education

Communication E Multimedia - Social Media Marketing

Universitas Unimercatorum
Italy
04.2001 -

Skills

  • Operational Management: Planning and optimizing workflows
  • Leadership: Employee development and coaching
  • Sales & Advertising Strategy: Budget allocation, campaign optimization
  • Data & KPI Analysis: Performance monitoring, advanced reporting
  • CRM Tools: Nixxis, Salesforce, SRT
  • Microsoft Office: Advanced Excel, PowerPoint, Word
  • Problem-solving and crisis management
  • Customer Relationship Management: Building and maintaining strong client relationships
  • Digital Marketing: Campaign optimization, ad strategy development
  • Revenue Growth Strategy: Identifying and leveraging opportunities to maximize business profitability

Software

Salesforce

Nixxis

Microsoft 365

Certification

Lean Six Sigma White Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.

Timeline

First Line Manager

Salt
09.2024 - Current

Lean Six Sigma Yellow Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.

08-2024

First Line Manager

Reddit
01.2024 - 08.2024

Lean Six Sigma White Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.

10-2020

First Line Manager

Meta
03.2020 - 01.2024

Meta Pro

Meta
09.2019 - 03.2020

Communication E Multimedia - Social Media Marketing

Universitas Unimercatorum
04.2001 -

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Magda SapioDigital Advertising Specialist & Team Lead