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Work Background
GoogleLead User Experience Researcher - Google Sites & Client Side Encryption
Dec. 2022Boulder, Colorado, United States
GoogleUser Experience Researcher - Google Docs & Progressive Web Apps
Jun. 2022 - Dec. 2022Boulder, Colorado, United States
GoogleUser Experience Researcher - Google Drive
Mar. 2020 - Jun. 2022Boulder, Colorado, United States
GoogleProduct Support Manager - Google Drive
Jan. 2020 - Jun. 2022Boulder, Colorado, United StatesI transitioned into this role within six weeks while simultaneously managing Calendar and Tasks as Community PSM in the midst of a global pandemic. I developed and executed COVID-19 Response Plan for Drive Community which assisted in 24-hour forum coverage by Googlers and no major escalations through Q2/Q3 2020, receiving recognition from executive level leadership for this initiative. Furthermore, I was tasked with keeping cross-collaborative Leadership informed and engaged through varied cadences of reporting and analysis. As a PSM on Google Drive I manage the largest 1 to 1 support operation under the Google Cloud organization that includes phone, email, and chat across 3 languages with nearly 80 agents and over 340K cases a year. We have maintained CSAT > 80% for chat channels and CSAT > 70% for all email channels, we even observed increases in success metrics through the pandemic despite increased usage. Additionally, I ensured that we ended the year nearly 20% under budget ($2M Budget to date 2020) with continued declines in cost through 2022. Furthermore, I address escalations from company executives (including our CEO and CFO), Better Business Bureau and the Incident Management Team preventing multiple legal engagements with external users.I consistently engagee cross-functionally with UXR team to enact PSM Speaker Series resulting in increased utilization of our Menu of Services, especially Trusted Tester UX opportunities with Drive Product Experts. I executed 3 Trusted Tester opportunities amongst other research initiatives resulting in two tangible product changes on major launches for Google Drive.
GoogleProduct Support Manager - Google Calendar and Tasks
Apr. 2019 - May. 2020Boulder, COIn this role I managed the online support forums and social media channels for Google Calendar and Tasks monitoring over 4,000 threads a month. This resulted in an increase BRR24 (Best Response Rate in 24 Hours) by 15pp (from 36.58% in Q2 19’ to 51.58% in Q4 19’) in the Calendar Community through targeted recruitment and onboarding of new product experts. I also maintained the continued growth and development of the Calendar Product Experts community through monthly calls and continual rapport via 1:1 and in-person meetings. Furthermore, I orchestrated Calendar training sessions for the product experts in Berlin and Boulder yielding a satisfaction rate of 89% from all attendees. Additionally, I collaborated with cross-functional stakeholders in product management, engineering, and user experience on resolving top user issues as well as investigating impactful bugs for Calendar’s 1B+ users. In conjunction to all cross-collaborative work, I served as a passionate advocate for the user by tracking social sentiment on new product launches and reporting to involved stakeholders.
GoogleTechnical Support Specialist
Jul. 2017 - Apr. 2019Boulder, COAs a Technical Support Specialist I owned complex troubleshooting cases and maintained a 96% to average as compared to my peers and 100% CSAT rating despite increased volumes and bug rates.
Additionally, I managed escalation channels for global support. Top 10 agents in all of global support for escalations managed (130+ escalations managed in tenure). I also trained and onboarded 4 support agents in my tenure resulting in each of them fully ramping within 6 - 8 months of start date and taking their first case within 6 weeks of start date increasing team productivity. I partnered with cross-functional stakeholders as a customer support lead (CSL) to manage complex escalations and highly prioritized cases for my assigned verticals that are valued at over $500 Million (YTD 2018) and drove down total time to resolution on CSL accounts by 17% from Q3 18’ to Q4 18’ despite increased volumes.
Zen PlannerProduct Initiative Advocate
Aug. 2015 - Jun. 2016Highlands Ranch ColoradoAs a Product Initiative Advocate it was my continual responsibility to take ownership of new products that were set to be released from beta testing to post-release support. I would collaborate with the product team to discuss minimum viable product features for testing and serve as the primary point person for all beta testers. I was also the subject matter expert on the new product. I would compile all feedback from beta testers (in-person interviews, onsite product utilization, verbal and written communication) to present to the product management team and provide recommendations for augmentation. I highlighted bugs in the new features, suggested smoother workflow capabilities, and in some cases collaborated with our clients to watch how they utilized the application for in-depth research. I also had the opportunity to create a majority of the help documentation (webinars, FAQ's, help videos, written documentation) that would be listed in our support database as well as train my team on the new product.
City of AuroraYoga Instructor
Apr. 2015 - Feb. 2018Aurora ColoradoIn this role I have had the opportunity to teach hundreds of people interested in practicing yoga in various styles. I have taught Vinyasa Flow, Yogalates, Beginner Yoga, and Hatha Yoga to students in various spaces around the city. It is a major part of my role to take into consideration any injuries as well as develop modifications for different body types and abilities.
Natal to Nest LLCYoga Instructor
Apr. 2015 - Apr. 2016Highlands Ranch ColoradoAt Natal to Nest I was able to teach yoga to a niche faction by instructing Kids Yoga, Family, Yoga, Pre-Natal Yoga, and Mommy & Me Yoga. This required me to take a more fun and engaging approach to yoga for the children as well as a gentler more calming approach for the new mothers and their new born babies.
Zen PlannerCustomer Success Advocate
Oct. 2014 - Jun. 2016Highlands Ranch, COAs a Customer Success Advocate with Zen Planner, I encountered a wide array of skill-building experience. Primarily, I worked directly with our clients to train them in the usage of the software as well as resolve any minor issues they experienced. With higher level issues I implemented initial and final testing of bugs after resolution was achieved with Development and Quality Assurance teams. It was also a significant aspect of my role to work closely with the Product team to consolidate feature requests directly from clients about what they need from the system. Throughout my time I had a hand in training each of our new customer success advocates. I also had the opportunity to dabble in on-boarding new clients, executing data migration into their databases, and managing the cancellation and retention process for the Crossfit Vertical in our business.
Friends Of Choice in Urban Schools DC (FOCUS DC)Data Intern
Sep. 2013 - May. 2014Washington D.C. Metro AreaIn this role, I had the opportunity to learn about public charter schools in the realm of education for the District of Columbia. With my specific assignment, I worked with the data team at Capital City Charter School and engaged in various projects from data loading into new systems such as SchoolForce and JumpRope, constructing dashboards for data visualization, and engaging in capacity building data projects.
NielsenProfessional Services Analytics Program
Jun. 2013 - Aug. 2013Greater Atlanta AreaWhen presented with the opportunity to work at Nielsen in the Professional Services Analytics Program as an intern I was highly enthused. I learned so much from this role by engaging in over 30 hours of consulting and analytics training on various topics such as Storytelling, Basics in Consulting, and Project Management. I was able to utilize this new found knowledge by designing reporting deliverables and cultivating profitable suggestions for upcoming marketing campaigns for top-tier clientele.
CenturyLinkCorporate Strategy Intern
May. 2011 - Aug. 2011Greater Denver AreaAs an intern in the corporate strategy sector I had the responsibility of compiling a forecasting
database from over 25 various industry sources to be utilized for future planning. I was able to utilize this insight in various projects throughout the summer. Further utilizing this information I assisted in the maintenance of a highly detailed reporting tool detailing telecom industry trends, news, reports and analyses for various target groups. I also used this information to compose weekly business insight reports for presentation to management and wrote a bi-weekly departmental newsletter to report trends and new information on the telecommunications industry
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