Tiffani Gallico Email & Phone Number

Phoenix, Az, Us

-Managed relationships with YouTube Executives across profiles in order to ensure hiring goals were attained, headcount was managed properly, and that a focus on representation was always present.-Led team of 9 recruiters and sourcers to achieve quarterly hiring targets by 95%+ across both YouTube Tech & non-Tech profiles (SWE, PM, UX, S&O).-Ensured utilization of inclusive hiring best practices that enabled YouTube Eng to have its largest and most representative hiring year ever in 2022.-Partnered with 3rd party consultants to design a learning experience for 100+ PeopleOps managers via on-demand, in-person, and virtual resources, in order to support and upskill managers at all stages of their career. -Spearheaded initiative by which 13K candidate leads were classified and tagged across SWE, PM, UX, Data Science, and S&O during hiring slowdown to ensure ample pipeline for future external job postings.-Recognized as 'Excellent' Manager by receiving 100% score during multiple performance cycles based on feedback from direct reports regarding my ability to drive business outcomes, provide a psychologically safe team environment, and support team members' growth.

Ann Arbor, Michigan, United States

-Drove strategic planning and socialization of new organizational design and customer segmentation approach to improve the internalsales team and Google Ads customers' experience based on revenue coverage and account complexities.-Operationalized newly created global market support role to act as liaison between the Sales and Customer Experience teams by outlining roles and responsibilities, providing training, socializing changes with our sales partners to ensure clear rules of engagement, and ensuring market, product, and support scope alignment between Sales and technical services teams. -Redesigned and launched new framework for director-level weekly business reviews to ensure coverage of key revenue, product, and customer success metrics, offering a holistic view of the Customer Care team KPIs with clear service issue identification and ownership.-Supported the business continuity planning as shifts occurred in customer support communication channels due to the global pandemic and the need arose to shift our vendor support operations to home.

Ann Arbor, Michigan, United States

-Managed the end-to-end launch of upgraded customer service offerings for both our mid and top tier Google Ads customers in North America, resulting in 3x faster issue resolution, 15% increase in customer satisfaction, and 30% increase in customer-direct queries - saving ~50% of sellers' time.-Engaged cross-functionally to ensure strong alignment across vendor management, training, technology, Googler upskilling, sales engagement, reporting, and comms workstreams, leading to the successful launch of improved customer service offerings.-Developed and managed champion network of ~30 sales team members as well as customer experience agents that supported the launch, advocated for usage among the broader sales organization, and acted as the first line of defense for issue escalation.-Coordinated weekly business reviews with vendor partners to evaluate operational performance against service level agreements, root cause analysis for top issue areas, and action plans to continue improving the customer experience.-Organized and managed program by which 50 top advertisers were interviewed by senior organizational leaders to determine the impact of our improved customer service offerings on their overall experience with Google Ads and the support team. Analyzed 600+ insights and narrowed down into 3 actionable themes to improve customer satisfaction.

Ann Arbor, Michigan, United States

-Managed high performing team of 13 Online Specialists to achieve strong customer satisfaction scores (90%+) and fast customer support ticket resolution times (24 hrs or less) for Google Ads customers.-Participated in Self-Managed Team (SMT) pilot, undergoing Coaching training to support the personal development of individuals via distinct SMT roles and guide team to deliver strong operational results.-Launched improved internal customer support offerings for our mid-market and Agency Google sales representatives to utilize for their customer account issues, resulting in 36% increase in same-day issue resolution.-Initiated relationship with sales partners to protect revenue and enhance the client experience for common escalation topics, such as gambling and pharma policies.

Ann Arbor, Michigan, United States

-Launched call center in Redmond, WA to support 2013 Holiday contact volumes for Google Play Store & Devices customer support. This was recognized as being the fastest and biggest vendor site start up effort to-date at Google.-Managed remote vendor operation of ~250 agents. Monitored day-to-day performance of partner through daily meetings with key vendor points of contact as well as reporting to ensure the vendor achieved service level agreements for customer satisfaction, speed to resolution, and quality assurance.-Developed and facilitated Quality Audit process for the Support Specialist team in order to monitor Vendor quality performance and alignment between Vendor QA score and Googler QA score, resulting in <5% variance in scoring.-Rolled out new QA guidelines and scoring framework to all English-speaking Vendors globally.

Phoenix, Arizona Area

-Maintained day-to-day relationship with vendor partners managing Google Ads customer accounts to achieve quarterly 15k new account activations and $13M 90-day revenue goals.-Coached a vendor sales floor of over 300 sales reps through call shadowing, live trainings, daily account support, and weekly team meetings, resulting in improved compliance, increased account activations and revenue, and a better customer experience.-Acted as liaison between vendor sales agents and Google's internal Risk, Policy, Billing and Ad Approval teams.-Analyzed daily reports on account activations and revenue in order to coach reps and increase revenue by closing percent-to-budget gaps.

Ann Arbor, Michigan, United States

-Prospected and acquired 140+ new Google Ads accounts contributing over $3M towards our channel revenue by creating and implementing customized plans for increased sales and brand awareness.-Managed pipeline of 100+ prospective advertisers focused on the Automotive, Local, and Education verticals, before expanding to also engage the Canadian market.-Established strong relationships with ad agencies by providing Google Ads updates and beta information, proposal materials, and account management assistance.

Lansing, Michigan, United States