Apps and GamesDedicated to assisting app and game developers in building a successful business using the Android Platform and Play.Working cross-functionality across different groups within the organization to support app & game developers on business and technical opportunities.Build and maintain vital processes, controls, and procedures to ensure data accuracy and business functionality, while aligning with privacy and security policies.Developed User Acceptance Testing (UAT) documents for system development and enhancements utilized globally.Lead success in development and implementation of app nurturing initiative by analyzing gathered data and bring business insights and trends reports globally.Seek opportunities to improve campaign operations processes and systems.

Maintained web-based external support to Android developers with email and live chat capabilityAssisted app developers to comply with software architecture required by Google.Collaborated with developers and software engineers to develop an improved interface.Develop and maintain a well-coordinated internal relationship with key decision-makers within the broader enterprise organization.Worked cross-functionally with other Google service teams and developers to adhere Google Play Development Distribution Agreement while meeting SLA standards and maintaining developer satisfaction at 85%Raised bugs and awareness in Google Play Console to improve proprietary apps.Worked closely with upper management to ensure appropriate changes were made to improve developer satisfaction.

Define and analyze metrics that inform the success of AML.Worked cross-functionally across departments to address UI issues and assist with machine learning for existing programs.Coordinated with Infrastructure and Network Wireless Engineers to whitelist the Portal into a secured (BETA) prototype network.Determine areas of improvement and enhance team productivity knowledge and procedures.Established shared vision across the company by building consensus on priorities and product execution.Led all aspects of 5+ mixed methods research studies.Collected and organized data from 1000+ participants with Portal. Data collecting sessions included use of eye tracking, observations, experiments, surveys and interviews with internal Facebook employees.

Assisted in managing operations, including branch administration, fleet management, marketing, sales, and accounting.Promoted team skills to ensure cross-training within the team, motivated staff, and successful results in large customer volume by shadowing and training new employees in all areas of the company (i.e., Return lane, Counter, Kiosk, and exit booth process).Determine areas of improvement and enhance management trainee knowledge and procedures.Answer calls and resolve customer service issues.Set up team weekly schedule and lunch schedule.Top 3 in sales and customer service in Area J matrix for eight months in 2017Consistent +20% - 30% in KPI, which includes FSO, Coverage, COE, etc.Top 3 in sales and customer service in Area J matrix for three months in 2018.Working with customers and employees to identify computer problems and advise on solutions.Logging and keeping records of customer/employee queries.Analyzing call logs to spot common trends and underlying problems.Update self-help documents for employees to try to fix software/hardware issues themselves.Escalate issues to engineers if any software/hardware issues seem more challengingAchieve a customer satisfaction rating of 90% every month, exceeding the corporate target.Practiced exceptional level of versatility gained from various departments and technical skills in customer service.Handle different corporate accounts and sculpt each rental based on individuals’ accounts.

Assist newly engaged couples in enhancing their home by recommending a variety of selections through product knowledge based on their lifestyle.Answer all lead and manager-on-duty calls to troubleshoot customer service issues and concerns.Shadow and train new employees in all areas of the store.Execute daily visual merchandising and promotion changes for new and old products.Daily inventory and purged merchandise according to the floor’s needs.Apply price changes (increase and decrease) based on business needs.Observe colleagues and offer training opportunities when needed.Address customer service inquiries in a timely and accurate fashion.Give accurate and appropriate information to answer questions and issues and resolve complaints promptly.