Moustafa Elbahlwan

• Led a data-driven training and refresher program to enhance QA performance and reinforce understanding of high-risk policies within advertising guidelines.
• Spearheaded monthly policy consultation sessions with the regional policy team to amend policies aimed at improving quality metrics and unlocking revenue lost to false rejections.
• Contributed to and managed the creation and revision of various SOPs, ensuring alignment with evolving processes and quality standards.
• Acting as the primary policy point of contact (POC) to resolve policy queries from MI regional Quality teams and assist client-facing teams in addressing advertiser policy issues.
• Investigated policy guidelines and provided monthly reports with data-driven recommendations for improvement, based on analysis and cross-functional team feedback.
• Managing the accuracy of offline policy instructions and training new hires. Overseeing the development and implementation of policy alignments and proposals for the MI METAP team.

Projects:

Advertiser Identity and Company Verification:

• Designed and delivered a comprehensive training program on workflow and SOPs.
• Designed and implemented a weekly report to pinpoint key metrics and proactively tackle quality issues with a strategic approach.
• Created and deployed an RCA taxonomy to drive accurate and actionable weekly quality insights.
• Formulated and executed a robust improvement plan, ensuring successful implementation across teams.
• Led sites to consistently achieve quality targets through dynamic weekly training and development sessions.

Keywords Highlighter:

• Developed and led a project focused on improving the quality of all EMEA vendors and QA processes by utilizing keyword identification to detect potential violations.
• Achieved key outcomes, including a reduction in Average Handling Time (AHT), improved quality scores, and the identification of previously overlooked violations.
• The project's SOP is archived in the company's SOP database for future reference and scalability.

• Served as a second-line quality auditor, evaluating vendor quality outcomes and ensuring comprehensive monetization security.
• Conducted Root Cause Analyses (RCAs) to provide proactive insights, establish clear objectives, and drive continuous improvement.
• Contributed to policy development by identifying and documenting potential violations.
• Collaborated with vendors, internal policy teams, and key stakeholders to optimize policy workflows and effectively manage exceptions.

• Manage the EMEA region's quarterly books of business, allocating account structures to the appropriate sales teams and pods in line with account ownership guidelines.
• Oversee daily account creation and mapping tasks across all sales channels, ensuring accuracy and alignment with organizational strategies.
• Manage in-quarter and quarterly account transition requests for EMEA accounts, ensuring strict adherence to account ownership principles and guidelines for seamless transitions.
• Enhance data integrity in the CRM system through daily maintenance and proactive cleanup activities
• Identify and execute process enhancements across account ownership, creation, and lead routing workflows
• Conduct bulk updates and uploads of SFDC objects including accounts, opportunities, and users

• Conducted extensive policy reviews of client ads and websites (landing pages) to ensure full compliance with Twitter’s advertising standards.
• Monitored platform data and analyzed promoted content to uphold user safety, enforce policies, and address inappropriate material.
• Handled advertiser queries and ad serving issues, ensuring timely resolution and policy compliance.
• Tracked team performance and volume metrics, delivering regular reports and identifying trends for management insights.
• Supported peer development through shadowing and onboarding assistance.
• Localized and translated policies and communication templates to maintain clarity and relevance across regions.

• Developed targeted audience lists to help advertisers reach their ideal customer segments efficiently.
• Created detailed ad performance reports to provide insights and optimize campaign effectiveness.

• Trained and guided advertisers on Google Ads products, delivering tailored marketing strategies to maximize campaign performance and ROI.
• Pitched data-driven marketing solutions, aligning strategies with client goals to drive measurable business growth.
• Resolved complex client conflicts and campaign issues, ensuring a seamless advertising experience and maintaining strong client relationships.
• Collaborated cross-functionally on the rollout of new product features, offering insights from client feedback to improve usability.
• Certified ad content for compliance with Google Ads policies and monitored product/service validity to uphold platform integrity.
• Contributed to policy enhancements and supported team development by mentoring and shadowing new hires.
• Troubleshot and resolved issues related to Google Analytics and Merchant Center integrations.