Experienced manager of 5 years backing business decisions with data. From managing small teams, multiple products, multiple projects, and multiple programs, I achieve successful implementation and adoption of SaaS, PaaS, and HaaS pipelines across the globe.
Check out the domain I am responsible for in 13+ languages here.
Currently a project manager managing a variety of projects for the domain teachercenter.withgoogle.com. Recently launched an international support operations program for Google. I also oversee the global adoption of our products by making high-level business decisions based on product analytics through Google Analytics, Big Query, Big Table, and Spreadsheets.
In addition, I create SQL queries from the thousands of feedback data points encompassing requests, product improvements, and optimization. These reports and analyses are used to build dashboards (PLX/DataStudio/Salesforce) in order to oversee overall adoption and health of our products.
Lead, manage, and oversee a team of 30+ contact center agents working in Google ConOps. My roles here often required constant monitoring, coaching, dashboard creation, SQL audits, and data analyses of high volume contact center agents and data points. My rotations within this contract span sales operations (front and backend operations within SFDC Classic/Lightning), as well as managing Chrome Partners and their pipelines (working with notable distis & resellers to ensure they meet their quotas, CPQ, value propositions, VAR's).
My most notable achievement here is creating an automated WBR template that populates key SLA and KPI metrics based on PLX data connectors. In addition, I also created an automated WFM template monitoring (and flagging based on spikes) employee PPH/PPM (productivity per hour/month), CSAT, AHT (average handle time), and FCR (first contact resolution). These accomplishments led me to obtain the "Sr." title promotion within Accenture.
Effectively A/B test a new type of CRM and order management system regarding the presales of Google products and provide over a comprehensive GAP analysis. This project was a new pilot program, regarding the sales of Google products. It involved extensive back office A/V knowledge, as we would often provide product demos (recorded, on call, or live streamed) to clients across the globe (SME). Knowledge in the hardware/software competitive landscape was a must.
Lead and provide guidance to a team of 18+ agents in the management of Google Store operations. Here I attended weekly global meetings with other SME's in order to consolidate and report on emerging issues with Google products. In addition, I managed and closely monitored the set service level agreements by Google, as well as meeting weekly, monthly, and quarterly KPI goals.
This was my first real job out of college, looking to seek employment in the tech space. Here, I started at the bottom as a phone, chat, and email support agent in a high volume contact center, graduating from product specific roles onto the next. My most notable achievements here are my contributions towards the optimization of Google's internal CRM (improving process workflow from 51 clicks and 12 tool changes → 24 clicks and 0 tool changes) and Malware Analysis root cause analysis (RCA) documentations.
Apart from being an automation wizard, I often enjoy finding ways to improve little aspects of my personal life. I find great joy in improving repetitive daily tasks or processes. For example, microwaving multiple plates at once when heating up food. The seconds can definitely add up.
When indoors, I mainly focus on professional development, whether that be for myself or my cat (and dog). Whether that be taking an online course (or learning new tricks), challenge is always welcomed.