Alexandra Schwarzer Email & Phone Number

Heilbronn, Germany

- Making science fun for children attending our workshops and classes at the science center, and having fun while doing so. https://www.experimenta.science/en/learn/offers-for-schools/

Heilbronn, Germany

- Developed a zero waste body wash that is now available on etsy.com: https://www.etsy.com/shop/GOODNESSandME?

San Francisco Bay Area

- Established a high performing process improvement team focused on key Cloud Support initiatives incl. CRM redesign, outage communications, support portal strategy and support quality. - Led a working group to design a program management office for Cloud Support. The proposal received support from senior leadership and was implemented after my departure. - Proactively launched cross-functional working group to improve the support contact flow for Maps customers and reduced transfer rate from GCP to Maps by 10-20%. The Maps card is now BAU in Cloud Console.- In charge of business continuity planning for Cloud Support in collaboration with Accenture. Identified risks and proposed mitigation mechanisms for ISO 22301 certification.

San Francisco Bay Area

- Led a case management audit to surface inefficiencies and quality issues in case management processes across an ecosystem of 2500+ vendor agents and technical support engineers. Defined and prioritized improvement opportunities and established 10 cross-functional project teams to address top opportunities for a more scalable support operation. The implemented solutions resulted in a saving of 14% of cost of sales in 2015. - Partnered with multiple cross-functional teams in corp eng and operations to revamp our systems, tools and process landscape to provide unparalleled support experiences in Google Cloud. Responsible for developing a multi-year vision and roadmap for the program, analyzing processes, user stories and business requirements.

Dublin, Ireland & San Francisco Bay Area, Usa

- Managed high performing technical support teams with focus on customer satisfaction, productivity and continuous product improvement. Achieved a 17% CSAT improvement at a time of 10x support volume increase.- Implemented a reporting framework to define and measure business performance based on a set of KPIs (CSAT, TRT, FTR).- Launched standardized metrics and KPIs for our global support team and introduced quarterly global business reviews. - Launched live demo to educate customers about Google Workspace's product offerings and increase product adoption. Test run reached 6000+ customers and 74% of survey respondents stated "I will start to use new products and features as a result of this demo". Live demos are successfully run across regions up until today. - In charge of all hiring efforts for EMEA incl. contractor hiring.

Ireland, Dublin & India, Hyderabad

- Managed international customer support teams for IL, CZ, SL and UK. Received “Best Manager Award" for exceeding operational targets despite significant headcount constraints. - Led an EMEA-wide automation initiative and received award for 80% reduction of SMB contact rates across markets.

Dublin, Ireland

- Led phone support in DACH and improved channel performance across all KPIs: reduced call abandon rate by 20% and increased call answer time within 30 seconds by 60%. - Managed project to improve online help and standardize email support. - Provided customer support via email and phone. Received global award for consistently outstanding performance.