Professional Experience

Google Fi Wireless, New York City (April 2022 – January 2024)

• Championed a customer satisfaction program that transformed the experience for 1.6 million subscribers, boosting performance for a 600+ member service team.

• Created a continuous improvement program that bridged Product and Support teams, leading to over 200 quality enhancements in just 9 months.

• Drove collaboration across Product, Support, and Analytics teams, slashing 1:1 support costs by 6% and improving SLAs from 65% to 85%.

• Built and onboarded a powerhouse team of 7 business analysts in one quarter, enabling deep-dive support case analysis and swift CX issue resolution.

• Secured senior leadership buy-in for a support bug prioritization framework, elevating SLAs from 70% to 89% and cutting resolution times by 5% in 9 months.

• Pioneered asynchronous messaging chat support, boosting CSAT by 5% and delivering a smooth, seamless support experience.

Google Ads Customer Experience, Singapore (Nov 2018 – Apr 2022)

• Established a robust framework for executive-level monthly business reviews and Sales presentations, enabling tracking of technical services utilization within a $26B global sales organization.

• Launched an onboarding plan for a global team of 16 Service Managers, aligning market, product, and support scope with Sales and technical services teams.

• Collaboratively set and tracked quarterly KPIs with Sales partners, support operations, and program managers, ensuring alignment on critical goals and advancing Diversity, Equity, and Inclusion initiatives.

• Forged strategic partnerships with APAC Strategy and Operations, Sales, and Product Support teams, driving over 80% adoption of customer support channels and saving 64K hours of Seller time.

• Implemented a standardized escalation process focused on market needs, reducing escalation rates by 43% and achieving over 90% CSAT.

Google Ads Customer Experience, Tokyo (Nov 2015 – Oct 2018)

• Launched top-tier customer support for Google Japan’s strategic clients, implementing a comprehensive strategy that included agent and seller training, technical infrastructure optimization, Sales leadership engagement, and risk mitigation—resulting in an 80% service adoption rate within 6 months.

• Executed weekly trend analyses and capacity planning, boosting support SLAs by 9 percentage points year-over-year, cutting customer phone support wait times, and significantly improving customer satisfaction.

• Transitioned 30+ account strategists into a self-managed team structure in just one quarter, cultivating a feedback-driven culture and enhancing career development opportunities.

Google CX Lab, San Francisco (Jul 2014 – Oct 2015)

• Earned a spot on the CX experiment team and consistently outperformed peers by onboarding 18% more customers to ROI and Google Ads consultation treatments than the next best performer, showcasing exceptional customer acquisition and engagement skills.

• Led and motivated a team of 7 marketing consultants to complete 3K consultations in just 4 months, far exceeding expectations and driving key Product and Marketing decisions to optimize customer experience.

Google SMB Services, San Francisco (Nov 2012 – Jun 2014)

• Ranked consistently in the top 15% of Google Ads account strategists, achieving over 95% CSAT scores for exceptional advertiser troubleshooting support.

• Empowered 150+ US-based team members by creating and delivering comprehensive product troubleshooting support resources.