Laura James Email & Phone Number

San Diego, California

• Manage a team of agents who are responsible for the 24/7 monitoring and real-time detection of technical issues on YouTube and triage these to product specialists and engineers for immediate review and resolution.
• Analyze social data from Twitter and Reddit to measure conversation around product launches or policy changes on the platform; communicate those insights to an executive-level audience to improve the creator experience.
• Identify customer support trends by gauging the volume of queries handled by agent operations on a weekly, monthly, and quarterly basis and contribute to business-critical reports shared with CEO Neal Mohan.
• Construct internal dashboards that facilitate sharing of the team’s social data with cross-functional partners and maintain up-to-date documentation on the social listening process to ensure quality standards are met.

Mountain View, California

• Streamlined the executive hiring process by collaborating with more than 50 recruiters, researchers, and recruiting coordinators to launch nearly 350 searches and prepare 110 candidates for offer review.
• Identified operational inefficiencies in the company’s applicant tracking system and educated recruiters on data entry best practices in order to improve time-to-hire rates and create a single source-of-truth for the.
• Applied research strategies to project the headcount growth of key product areas, providing annual business reviews and weekly reports for executive leaders in Google Cloud, YouTube, and other Alphabet subsidiaries.

Wilton, Connecticut

• Addressed the challenges of clients in the consumer packaged goods industry, projecting sales growth and conducting store audits for brands with more than $1 billion in annual revenue.
• Collaborated with fellow analysts on project teams, gathering research from customer interviews and interpreting syndicated market data from IRI and Nielsen to present during client meetings.

Cleveland, Ohio

• Assisted four associate directors in the daily operations of the Center for Women and developed educational programs, such as campus dialogues and speaker series, for students, faculty, and staff.

Cleveland, Ohio

• Planned outreach events for museum visitors, hosted informational sessions about membership benefits, and corresponded with the board of directors, corporate sponsors, and trusted donors to reach fundraising goals.