Yoga Adipratama

About

I scaled Spotify's global ad operations team from 7 to 15 people while raising quality scores from 60% to 95%, building the QA frameworks and reporting infrastructure still used across NA, EMEA, LATAM, and ANZ today. Four years across SaaS and digital advertising platforms taught me one thing: trust gets rebuilt through systems, not promises. I protected $1M+ in revenue by turning chaotic accounts into predictable ones, and I build the operational backbone that lets teams scale without breaking. If you need someone who can walk into ambiguity and leave behind frameworks other people actually use, that's the work I do best!

Experience

• Global Lead, Account Coordination and Customer Success · Spotify Advertising (via Teleperformance)10-01-2024 – 11-01-2025

  Embedded within Spotify's global advertising operations as part of a contracted outsourced partnership model, working directly inside Spotify's systems and supporting the E&S Client Partner teams. • Global Team Leadership: Elevated team performance by raising the average monthly quality score from 60% to 95%. Doubled the team's operational capacity, increasing weekly strategic request throughput by 100% (from 20 to 40) through targeted coaching and process optimization. • Sales Operations Architecture: Designed and implemented standardized global sales operation workflows, including automated Salesforce performance dashboards, campaign analysis protocols, and comprehensive team handbooks. Supported a multi-million dollar campaign portfolio across NA, EMEA, LATAM, and ANZ markets. • Cross-Functional Stakeholder Management: Partnered with regional Sales Directors and Product Leads to align operational delivery with brand objectives, ensuring seamless execution for top-tier global advertisers. • Strategic Escalation: Acted as the senior escalation point for complex customer issues, revenue risk, and operational blockers to ensure long-term account growth. • Strategic Revenue Ownership: Owned execution quality and customer health for a multimillion-dollar global portfolio, directly influencing nearly $1M in revenue retention and growth through high-level campaign strategy and optimization. • Built the global campaign reporting framework and performance templates adopted across multiple vendoreams and markets—infrastructure still in active use by Spotify's advertising operations today.

• Account coordinator and SME · Spotify Advertising (via Teleperformance)04-01-2024 – 09-01-2024

  • Managed and optimized a multi-million-dollar portfolio of performance-focused advertisers, supporting Client Partners across Spotify’s advertising ecosystem. • Served as a Subject Matter Expert (SME) for campaign setup, optimization, pacing, and troubleshooting, guiding Sales teams and customers through platform processes and best practices. • Consulted advertisers and Client Partners on campaign structure, targeting, creative formats, and pacing strategies, driving measurable improvements in ROAS, CPA, and delivery efficiency. • Delivered proactive, data-driven performance reviews, translating results into clear optimization and scaling recommendations. • Influenced quarterly and annual budget discussions by aligning performance insights with advertiser objectives. • Handled high-volume campaign execution while maintaining strong attention to detail and quality standards across concurrent accounts.

• Customer Success Enablement & Quality Lead · Bytedance (via Concentrix)04-01-2022 – 04-01-2024

  • Led onboarding, enablement, and quality programs for regional teams supporting large-scale, high-volume platform operations, onboarding 2-3 new analyst waves per quarter, each ranging from 50 to 150 analysts. • Designed and implemented structured training materials, playbooks, and QA frameworks, improving delivery accuracy and consistency to ~95% quality benchmarks. • Built scalable performance monitoring and feedback loops, increasing team effectiveness by ~15% while reducing operational risk. • Collected operational and customer feedback and translated it into actionable improvements to processes and standards.

• Sales & Marketing Operations / Client Support Specialist · Various Client04-01-2020 – 02-01-2022

  • Executed sales, marketing, and client operations across agency, media, and service-based businesses in multiple international markets. • Coordinated client onboarding, execution, reporting, and performance tracking across concurrent projects. • Acted as a day-to-day point of contact for client requests, ensuring clarity, follow-through, and timely resolution. • Supported revenue growth initiatives, contributing to ~15% revenue increase through disciplined execution and client coordination. • Assisted go-to-market and client retention efforts through consistent operational support.

• Early Childhood Junior Consultant · Ecosymbiosis LLC10-01-2019 – 2020

  • Delivered short-term consulting support to improve onboarding, coaching, and quality standards for teaching staff. • Developed and led structured coaching sessions, resulting in a 15% improvement in measured teaching quality. • Designed pedagogical strategies that increased student engagement by 20% and improved standardized test scores by 10%. • Implemented tailored learning plans for at-risk students, improving reading proficiency by 15%.

Education

• Padjadjaran UniversityMarine Science, Marine Science

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