- Manage a team of 33 technical escalation specialists on the Google My Business product- Support team leads that manage special projects such as knowledge base management, bug filing, and quality assurance- Maintain client relationships and help with prioritization of program initiatives, global support diversification, and deep dive analysis projects- Collaborated with cross-functional stakeholders to create incubation process utilized by internal and client teams to reduce costs and ensure consistent quality across global support- Created new training role reducing ramp up costs by 25%

- Led team of 25 Tier 3 technical support specialists for Google’s My Business product- Documented, analyzed, and reported on team metrics highlighting accomplishments and identifying pain points in order to actuate improvement- Maintained and implemented on-site and virtual training programs to onboard new hires as well as global Tier 1 and Tier 2 teams - Conducted knowledge shares meetings with global Tier 2 teams to provide policy clarifications as well as product and workflow updates, improving the quality of consults to the Tier 3 team to allow for better allocation of time to highly technical issues- Led initiative to transition workflows offshore, resulting in a 45% decrease in regular volume and enabling the prioritization of high touch escalations - Spearheaded initiative to update 58 articles within an internal Knowledge Base used by global teams to streamline processes and reduce the number of unnecessary consults - Created quality assurance framework for technical bugs filed by L3 team leading a 20% increase in bug quality and better relationships with engineering teams at Google

- Piloted new partnership program with large merchant chains in retail, travel, and restaurant industries and Google My Business- Coordinated efforts to connect partners with Google Product Managers for feedback on existing and upcoming features on Google My Business- Oversaw projects to optimize partners’ presence on Google Maps resulting in 40% reduction of inaccurate partner data on Google Maps

- Supported Google My Business merchants by identifying and troubleshooting technical issues pertaining to Google My Business and Google Maps- Filed bugs to engineering and specialist teams in order to provide resolution and maintain product excellence for merchants and external users- Created and executed projects to maintain updated and relevant data on Google Maps - Perform quality assurance to ensure team compliance with deliverables and to identify areas of improvement for individual agents

Global Compliance Analyst9/2016-11/2017In this role, I partnered with the Accounts Payable, Internal Audit, and Legal teams to build a user manual for new auditing software designed to improve the efficiency and accuracy of interdepartmental audits. I also created and managed online content for the Global Risk Compliance Team on Equinix’s website, the Hub, and maintained vendor contracts by digitizing the team's existing vendor management system.Business Assurance Intern6/2015-9/2015As an intern with Equinix's business assurance team, I assisted with global internal audits within the global colocation company. I also performed industry benchmarking in order to create a database with information on the capital expenditure of Equinix’s top 8 competitors.