Zhao Chen Email & Phone Number

Mountain View, Ca, Us

Mountain View, Ca, Us

Mountain View, Ca, Us

- Resolved, on average, 8 - 10 client engagements on a weekly basis by leveraging Google Ads Search product expertise to provide premier customer experience for both Large Client Sales (LCS) account managers and advertisers- Maintained a 12hr turnaround time of 89% by utilizing internal tools and knowledge centers to solve complex issues in a timely fashion and flagging bugs/technical issues to engineering teams- Achieved 100% Quality quarterly, as measured by the Customer Experience Framework- Troubleshooted over 40% of all global requests for beta products/features to flag weekly technical training and documentation updates for both the Product Operations Managers (POMs) and engineering teamsProjects/Initiatives:[North America Vendor Management Operations] - Launched the first Dissatisfaction (DSAT) Pillar in North America to decrease agent-driven DSAT by 7pp+ and calibration variance by 4.4pp+ by engaging in weekly calibration sessions with 3 Vendor Partners[Global Facilitator] - Launched the first monthly iteration of the global sub-speciality meetings for 30+ managers and consultants across Americas, EMEA, and APAC; Coordinated guest speakers from various departments globally to foster an inclusive environment consisting of technical training updates, career development opportunities, and recognition spotlights

Mountain View, Ca, Us

- Consulted with over 400 client interactions globally by leveraging expert product knowledge on Google Ads, Google Shopping, and Google Analytics platforms to optimize business performance and provide superior customer experience for Google’s top-tier clients.- Assessed over 100 vendor transfer cases by co-designing the Vendor Transfer Customer Experience Framework to evaluate gaps in transfer workflow guidelines across the North America and India vendor agent sites within Vendor Management Operations (Q1 2019).- Led weekly product knowledge updates during team meetings by prioritizing and compiling top insights and features from both engineering and product teams to ensure that colleagues were equipped with the necessary resources to adequately resolve client issues (Q1 2019).- Drove 17% submission engagement for updating Knowledge Center documentation on Google Ads, Google Shopping, and Google Analytics to enhance both internal employee performance as well as external client support (Q4 2018).- Implemented a 3-month “Feedback Pairs” initiative that yielded in 100% participation and satisfaction and encouraged peer-to-peer feedback to ultimately create a more inclusive and open environment within team dynamics (Q4 2018).

Boulder, Colorado, Us

- Resolved over 15 issues on a weekly basis through outlets such as phone calls, chats, and emails to address the concerns of both prospective and current families and students.- Collaborated with Program Coordinators on a weekly basis to develop and complete various projects that benefit both the staff team as well as students and families.- Welcomed over 6500 first-year students during Fall 2017 Welcome by operating various initiatives and events to ensure the success of students' overall college transition.- Oversaw a group of over 20 students on Spring 2018 Welcome Day by leading 3 different activities/discussions to provide tools and insights to ensure student success at the university.

Boulder, Co, Us

- Launched the first undergraduate consulting club at the Leeds School of Business with 4 other students to provide overall exposure and preparation for students pursuing an interest within the consulting practice- Increased member headcount by over 100% by establishing recruitment procedures and guidelines to attract students from all backgrounds and identities that possess both high academic performance and strong critical thinking capabilities- Created and redefined roles and responsibilities for 6 Executive positions to successfully meet the goals and mission of the organization.

Mountain View, Ca, Us

- Consulted with over 20 small-to-medium sized businesses nationally on a weekly basis by utilizing platforms such as AdWords, Analytics, and Merchant Center to resolve client issues and optimize business performance.- Maintained and exceeded both performance metrics of 94% customer satisfaction (CSAT) and 94% turnaround time (TRT) in order to produce outstanding experiences for Google AdWords and Analytics users.- Achieved maximum scores during training evaluation by successfully engaging in a rigorous, 4-week training that consisted of presentations and hands-on activities in order to learn online advertising fundamentals and develop highly-valued customer service.- Designed and executed a 2-week project with 3 other team members for the entire office that consisted of both internal and external events by utilizing a budget of $800 to foster a “Googley” culture within the work environment.- Earned 1st place title in the intern case competition with 4 other team members by analyzing 3 realistic case scenarios within 3 hours to demonstrate both product knowledge of AdWords as well as effective communication skills.- Collaborated with 4 other teammates by entering a 5-week rotational program that consisted of roles such as Data Lead and Team Lead to develop a stronger understanding of self-managed teams.- Produced a resume and led behavioral interview questions for 1 individual from the Washtenaw Juvenile Detention Center for 3 hours to prepare the individual for career development opportunities.- Instructed a local, minority-owned business on online advertising through Google AdWords to empower and level the "playing field" for businesses with unequal access to technology and economic opportunity.

Boulder, Colorado, Us

- Planned and executed the annual "Passport to Asia" event by collaborating with 5 other Exec Board members and utilizing a budget of over $20,000 in order to promote the unity of Asian focused organizations on campus and provide both awareness and entertainment for over 400 families and students.Organized Fall Retreat for over 60 members by collaborating with 5 other Exec Board members and utilizing a budget of $5,000 to discuss and advocate for mental health awareness and cultivate community support.- Generated awareness for upcoming events as well as campus-wide opportunities for over 150 members by distributing bi-weekly updates through both social media and email platforms to foster strong communication and awareness.- Implemented a new social media initiative called "Instagrams of the Week" to encourage further engagement within the organization as well as to establish a new channel to feature members for the week.

Boulder, Colorado, Us

- Utilized various online databases to track the percentages of women/non-caucasian business and nonprofit executives, business school faculty members, and business school students placed in jobs by discipline.- Conducted online research to analyze the percentage of women/non-caucasian individuals within both the tenure and non-tenure tracks.

Chicago, Il, Us

- Managed the Client Satisfaction Survey distribution process for over 100 completed client engagements by creating new automation processes within Salesforce to increase overall Net Promoter Score.- Decreased the average lifecycle of the Client Satisfaction Surveys from 6-8 weeks to less than a month by expanding both Salesforce and Qualtrics utilization to increase overall survey response rate by 13%.- Prepared 2 status updates for my team by constructing table visuals on Excel in order to maintain constant communication and evaluate various priorities.- Conducted benchmarking research on Net Promoter Scores of various competitors in order to gauge Huron's own strengths and determine opportunities to pursue.- Interviewed 2 upper management employees by composing 5 interview questions from various topics in order to update the ELS monthly newsletter.- Participated in 5+ networking opportunities throughout the summer to connect with upper management and increase overall knowledge of the organization.

Oxford, Oh, Us

- Planned and executed the Rose Alumni Dinner for over 100+ brothers and alumni by allocating a budget of $2,600 in order to encourage alumni to maintain an active role within the organization and strengthen the relationships between alumni and the Chapter.- Oversaw the Delta Sigma Pi - Alpha Rho LinkedIn group page for over 130+ members by consistently regulating the inflow and outflow of announcements to maximize communication efforts between the Chapter and the alumni.- Attended weekly Executive meetings in order to maintain constant communication and provide necessary updates.

Boulder, Colorado, Us

- Planned and executed 2 banquets and 4+ social activities by allocating a year-long budget of $12,000 to enhance group cohesion and strengthen the relationships within the organization for over 100 members.- Assisted with recruiting over 50+ new Student Ambassadors by administering collaborative activities during the interview process to ensure a diverse and talented organization.- Maintained a close relationship with the Office of Admissions through developing and reviewing logistics and policies to enhance the prospective student experience.- Developed new communication methods by utilizing various social media outlets, such as Instagram and Facebook, to unify and entertain the members of the organization.

Plano, Texas, Us

- Trained/mentored new coworkers in food service operations by teaching restaurant procedures to create a supportive, working environment.- Resolved customer complaints by addressing the problems to senior management to ensure 100% customer satisfaction.- Decreased customer wait time by performing currency and credit transactions both quickly and accurately.- Complied with restaurant procedures by following food preparation, assembly, and presentation to ensure excellent food service.

- Generated both awareness and support for the Make-A-Wish fundraiser by implementing various social media tactics, such as creating a Facebook page, to raise a total of $11,223.47 for the Make-A-Wish foundation.- Developed school assemblies by organizing logistics, events, and guest speakers to promote school spirit and unification.- Provided awareness to the student body by broadcasting announcements and news over the school intercome on a bi-weekly basis.- Led weekly Student Government meetings by developing meeting agendas to strengthen the relationship between officers and members.- Oversaw committees by communicating with committee heads on a weekly basis to ensure that events meet the standards of the student body.

Bachelor Of Science In Business Administration, Operations & Information Management, Chinese Minor

Education record