Barbara Chu Email & Phone Number

Ideated and launched a new internal support program to educate and guide Googlers through vendor management processes and compliance policies; in 20 months, the program was implemented with 15 teams covering 28% of Google’s total vendor population. Managed the knowledge transfer to a team of 22 contractors for the program service delivery via SOPs, process workflows, and internal training content. Defined and reported out external program success metrics (CSAT 91%), internal operational… Show more Ideated and launched a new internal support program to educate and guide Googlers through vendor management processes and compliance policies; in 20 months, the program was implemented with 15 teams covering 28% of Google’s total vendor population. Managed the knowledge transfer to a team of 22 contractors for the program service delivery via SOPs, process workflows, and internal training content. Defined and reported out external program success metrics (CSAT 91%), internal operational efficiency metrics (95% responses in <6 hours), and KPIs/SLAs (1.5x improved cycle time) to senior leadership on a monthly/quarterly basis. Collaborate with internal partner teams, identifying process gaps and strategizing improvements as a subject matter expert to improve user experience with the vendor management lifecycle. Addressed and resolved 75+ client escalations YTD, sharing feedback and RCAs with relevant stakeholders. Supported 3 M&A deals with transitioning the acquired companies’ 800+ extended workforce from 40+ contracted companies into Google’s HR systems and payroll systems. Acted as Program and Project Manager of my org amongst 7 other cross-functional stakeholders involved in Google M&A deals. Show less

Launched a community knowledge base (Onboarding Hub) to address user knowledge gaps around the onboarding process; Onboarding Hub received 3,000+ page views, user guides received 900+ views, and E2E onboarding training received 137 viewsDeveloped various scalable white-glove customer support models to improve customer experience across Google’s vendor business managersDrove the prioritization of feature requests in newly launched vendor management system to leadership and system teams… Show more Launched a community knowledge base (Onboarding Hub) to address user knowledge gaps around the onboarding process; Onboarding Hub received 3,000+ page views, user guides received 900+ views, and E2E onboarding training received 137 viewsDeveloped various scalable white-glove customer support models to improve customer experience across Google’s vendor business managersDrove the prioritization of feature requests in newly launched vendor management system to leadership and system teams, ultimately defining the order of future releases using client-centric user journeys; 35 new features launched since Nov ‘18Reduced access-related escalations by 80% from Sep 2018 to date by investigating system integrations, diagnosing root causes, and clarifying communications to suppliers Show less

Hayward, Ca

Coordinated with 5 contractor teams and 20+ team members to Install new fixtures and salesfloor sets in 3 stores including unique sets for 2 new Target brands, while balancing timeline dependencies with customer experience

Hayward Ca

Oversee 60+ team members across 5 departments to manage processes and generate sales of $47 million annuallyManage freight flow of 6-10 trailer deliveries weekly from unload to stocking and recoveryDecreased out of stock % from 9.2% to 7.7%, resulting in 6.8% sales increase compared to last year

Albany Ca

Oversaw 50+ member team across 7 departments and managed sales grossing $52 million annuallyTrained 4 assistant managers to lead and engage 250+ team members to execute daily store operations, merchandise transitions, and sales and service culture Manage payroll based on sales metrics and generate weekly schedules for 100+ team members to achieve sales goalsAct as Leader on Duty, managing daily operations, engaging team members, assisting guests, opening and closing the… Show more Oversaw 50+ member team across 7 departments and managed sales grossing $52 million annuallyTrained 4 assistant managers to lead and engage 250+ team members to execute daily store operations, merchandise transitions, and sales and service culture Manage payroll based on sales metrics and generate weekly schedules for 100+ team members to achieve sales goalsAct as Leader on Duty, managing daily operations, engaging team members, assisting guests, opening and closing the building, and protecting store assets Show less

Pinole, Ca

Executed company transitions and merchandising, specifically for 4th of July and Back to School season; innovated strategies to improve visual displays for greater customer impact, resulting in sale increases of 10% in July and August, and ranking #1 in the company for children’s uniform sales out of 1800 storesInitiated consistent routines regarding food safety compliance and environmentally sensitive item management by collaborating with different work centers, resulting in most recent… Show more Executed company transitions and merchandising, specifically for 4th of July and Back to School season; innovated strategies to improve visual displays for greater customer impact, resulting in sale increases of 10% in July and August, and ranking #1 in the company for children’s uniform sales out of 1800 storesInitiated consistent routines regarding food safety compliance and environmentally sensitive item management by collaborating with different work centers, resulting in most recent store inspection scores increasing from 75% to 94%Utilized leadership and decision making skills during Leader on Duty shifts, leveraged employee relationships to increase store efficiency; effectively communicated strategies for providing great customer service to 200 employeesDeveloped a holistic perspective on store operations by shadowing all departments and used knowledge of Target brand, logistics, and operations to promote sales Show less

Berkeley, Ca

Developed knowledge database with 500+ financial aid frequently asked questions for upcoming Cal Student Central office opening in Spring 2013Created Excel spreadsheets to evaluate efficiency and frequency of emails from Financial Aid OfficeCompiled Excel graphs showing totals for website visits to analyze frequency of visits and trends of information search Proofread 50+ financial aid web pages for copy errors, standardization, content accuracy

Santa Monica, Ca

Researched competitors using SEO tools to find number of visits, meta tags, domain/page authorityCreated database of businesses in Austin, TX and Santa Monica, CA; contacted 100+ business to insert widget map onto website Submitted company profile into 50+ online directoriesCommunicated with 500+ journalists, bloggers, and writers to write reviews of the application

Arcadia, Ca

Updated Chamber database of contact information of 100+ businessesRegistered 40+ food and beverage vendors for “Taste of Arcadia” event through individual meetings, email, mail correspondenceMaintained social media updates on Facebook, sent weekly email updates to all 600+ Chamber members through Constant Contact

Maintained neat and clean environment for shopping, assisted customers in fitting room, performed store recovery, stock checks, and merchandise presentation