Sam Bear Email & Phone Number

Mountain View, Ca, Us

Mountain View, Ca, Us

Mountain View, Ca, Us

Manage a team of analysts, data scientists, and BI developers helping GCP provide better quality support to our customers.

Mountain View, Ca, Us

- Design large scale data models, structures, and pipelines to measure efficacy and quality of Google Cloud Platforms support- Build dashboards and reports to bring actionable insights to leaders across Operations, Sales, and Engineering- Partner with non-technical stakeholders to understand their analytical needs and to document and prioritize requirements- Lead business intelligence development team through a modified Agile development process

Mountain View, Ca, Us

Led and executed global vendor strategy for Google’s Platforms business; worked collaboratively with key stakeholders to drive efficiency strategies, technical solutions, and potential new support offerings.Managed a team of ~80 vendor support agents across four sites (Manila, Buenos Aires, Hyderabad, and Dublin); drove significant improvement across all key service metrics, most notably decreasing resolution time by 55% and growing our chat support channel from 0.6% to 26% of cases in two quarters.Created a process and data infrastructure that efficiently enables our global vendor partners to identify low metrics drivers, address those problems, and easily report on root cause analysis, which is now being adopted by two other verticals within Google.

Mountain View, Ca, Us

- Internal tool development: built App Engine applications, Chrome extensions, and Apps Scripts to improve/automate team workflows.- Fraud, spam, and abuse prevention: saved Google Affiliate Network advertisers over $360,000 in fees through publisher deactivations.- Data Analysis: used SQL to create and aggregate investigation lead sources into a single, ranked publisher investigation queue; created a live dashboard reporting on Network Quality team's impact.

Mountain View, Ca, Us

- Processed complex and legally sensitive complaints involving large, international brand owners and advertisers.- Served as the application stakeholder for team’s complaint database and the external web forms from which complaints are submitted.- Learned Javascript to develop browser extensions to enhance team’s internal tools

Alexandria, Virginia, Us

I interned for the Campus and Young Adult Engagement team, helping to launch Student United Ways on college campuses across the country.

As an intern in Senator McCaskill's St. Louis field office, I read, processed, and responded to constituent correspondence.

Traveled to Mason City, Iowa to canvas neighborhoods, phone bank, and help organize events for a presidential candidate before the Caucus.