Project Manager
- Coordinated and executed all life cycles of multiple time sensitive projects within US and offshore vendor relation teams, with primary focus on ROI, data gathering and customer success approach through CSAT support case audits, social support channels, quantitative/qualitative data, pivot tables/Sheets to identify inefficiencies and for process and policy improvement- Conducted root cause analysis reports, synthesized findings and user feedback into actionable recommendations to enhance service delivery and drive continuous improvement. Implemented short term responses with long term operational strategy, customer satisfaction, adherence to SLAs and advocated as the communications primary point of contact and voice of the customer- Draft/edit/release the base content to assess its effectiveness in addressing fraud and risk/gap analysis for both Pixel and Google Store. This included verifying the accuracy and relevance of its content, evaluating its organization and accessibility and identifying opportunities for improvement to enhance its value as a resource for mitigating risks and preventing fraud for best practices- Developed and coordinated a streamlined user device collection process (RMA) for the North America market in collaboration with EFFA engineers, enhancing efficiency for Early Field Failure Analysis. This process optimization achieved a 17% reduction in targeted device lab turnaround, enabling hardware engineers to analyze data based on emerging failure trends on Pixel hardware and implement solutions for the next device launch- Developed/presented QBR/weekly status reports on business goals, insights and KPI metrics to key stakeholders and cross functional teams. Eg: executive leadership, product and engineering- Collaborated on identifying solutions to address challenges related to tools, building dashboards, workflows/process improvement and continuous improvement initiatives
