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sandra cruz

@sandracruz1

Senior Subject Matter Expert at Teleperformance Germany supporting Microsoft Advertising; I documented platform bugs with Engineering.

Germany

Message

At Teleperformance Germany, I supported Microsoft Advertising and Bing Places for Business accounts as a Senior Subject Matter Expert. I handled complex issues involving account setup, billing, disputes, and user access, and worked with Engineering on high-level escalations.

I documented platform bugs with Engineering and contributed to faster issue resolution. I also provided real-time guidance to agents through Microsoft Teams and performed conversion testing to validate goal tracking and marketing data.

Experience

Work history, roles, and key accomplishments

Senior Subject Matter Expert (SME)

Teleperformance Germany

Aug 2021 - Sep 2026 (5 years 1 month)

Primary point of contact for the Engineering team, managing high-level technical escalations and collaborating on system improvements. Authorized to review and approve refunds and coupons, ensuring accurate financial adjustments and customer resolution.

Microsoft Advertising Bing Places Microsoft Teams Conversion Tracking Data Validation Technical Troubleshooting Customer Escalation Financial Approvals Refund and Adjustment Processing QA Escalations Engineering Process Improvement

Account Strategist

Teleperformance Germany

Feb 2020 - Aug 2021 (1 year 6 months)

Managed a diverse portfolio of advertisers, providing strategic account support and consultancy to drive growth on the Microsoft platform. Developed tailored solutions and conducted commercial negotiations to address client needs, maximize ROI and strengthen long-term customer relationships.

Account Management Customer Relationship Management Commercial Negotiation Microsoft Advertising Strategic Consulting

Sales Representative

Novadis (Heineken Group)

May 2014 - May 2019 (5 years)

Managed and expanded a B2B client portfolio through active prospecting, relationship management and commercial follow-up. Handled commercial proposals and high-level negotiations within the beverage sector.

B2B Sales Prospecting Relationship Management Commercial Negotiation Account Management