Lea O. Email & Phone Number

Ireland

Pleasanton, California, Us

Mountain View, Ca, Us

- Leading a team of Google Program Managers working on launching, maintaining and optimizing internal and external Cloud Support processes - Developing team members while focusing on productivity, quality, motivation and career growth- Defining strategic roadmaps for Cloud support process areas- Leading change management efforts among Technical Support Engineers (500 Google FTEs) and Technical Support Vendor staff (4000+ TVCs)- Leading optimization projects for Cloud Product Support customer escalation processes and tools- Managing Intake requests pipeline while focusing on impact analysis and stakeholder management- Leading cross functional efforts aiming to improve CSAT score for Cloud Support customers

Mountain View, Ca, Us

Leading a cross functional group, focused on improving Customer Experience and developing a strategy with 4 different workstreams: Agent Development, ML and analysis, Vendor relations and Process & Localization. Within the workstreams, converting insights into action items and strategy while being the senior lead overseeing vendor relationships. Coordinating all Customer Experience related efforts and overseeing how they all roll up to the same goal.Machine Learning Operations Program Manager:- Launching, facilitating and tracking global ML experiments- Full rollout post experiment phaseProcess and Worflow Program Manager:- Process improvement - Creating and managing workflow strategy for global support operationsVendor Site Manager: Management of one of the biggest EMEA suppliers for G Suite: - Monitoring and ensuring that KPI targets are delivered and met with highest priority for achieving excellent customer support- Identifying improvement areas internally as well as collaborating with all internal stakeholders to prepare and implement solutions- Launching and phasing out projects on-siteGlobal Revenue Program Manager:- Leading a revenue program across 7 global locations and 10 different languages- Creating training and certification programs to align sales and soft skills across 300+ agents- Defining, testing and launching new workflows to align with business decisions- Defining requirements and liaising with Engineering teams on implementation of technical changes in telephony and routing.

Mountain View, Ca, Us

Advanced Training Lead- Managing advanced trainings for Search Quality Team: devising new training, finding the best trainers, working with the trainers on the material and coaching them in the process, promoting the training sessions. In addition, organizing existing training sessions and focusing of keeping knowledge current across the team.Mentoring and coaching - Working with new starters in order to reach their quality/productivity targets within their first few months in the team. For more advanced team members, weekly mentoring meetings.

Mountain View, Ca, Us

Preserving the integrity of Google Search and maintaining a good user experience across European markets.

Mountain View, Ca, Us

•Provided strategic advice and helped solving technical issues by working closely in a consultative role with key clients.•Training, troubleshooting and supporting international teams as well as data analysis. •Troubleshooting and Analytics specialist•In house campaigns for the Hebrew market.

Ramla, Hamerkaz, Il

Msc, Ibusiness - Innovation Through Ict

Bachelor Of Arts (B.A.), English Literature

Bachelor Of Arts (B.A.), French Language And Literature

Master Of Business Administration (Mba), International Management