Experience

• 

  Google

• 

  Google, Inc.

  • Technical Specialist, Sales Technical Operations

    • 2007 - 2014

    - Core responsibility was to provide technical troubleshooting support for advertiser-facing products and internal Sales tools.- Participated in Quality Review and Customer Satisfaction Review processes to ensure team was providing the best possible customer service. Personally, I received perfect scores for 10 straight quarters.- Held Product Owner roles for support of Billing, CRM, and Insertion Orders platforms.- Worked with Product Specialists and Global Invoicing Operations teams to simplify the submission of Billing related consults, removing ~90 interactions per month from the STO queue and streamlining the submission process for Sales Representatives.- Assisted in moving all Billing related issues to the Billing and Payments team and sunsetting STO support.- Helped the Commerce Merchant Solutions team get off the ground, working on Google Offers.- Worked with people from Product Management, Business Operations, Sales, Commerce Support, and Engineering and created a number of process docs.- Created documentation and delivered training to transition support of non-billable accounts to another team.

  • Billing Operations Associate, Global Revenue Accounting

    • 2005 - 2007

    - Communicated frequently with Client Services and Sales teams and provided technical support for the Customer Order System.- Managed company wide barter accounts and created all Audio Ads accounts.- Created the submission process for Audio and Print Ads and helped get Audio Ads team up to speed on AdWords accounts.

  • Internal Accounts Specialist

    • 2005 - 2005

    - Managed AdWords accounts for 31 Google Print publishing partners.- Developed AdWords campaigns for Product Marketing team to promote new and existing Google products and services.- Maintained weekly reports on AdWords spend for Google Print & Product Marketing teams.- Assisted in development of workflow to coordinate AdWords campaign launches with product launches.

  • Advertising Operations Coordinator

    • 2003 - 2005

    - Processed and coordinated incoming Insertion Orders, determining workflow for department.- Created workflow documentation of operations processes for best practices and training resources.- Posted and modified online advertising campaigns and solved account problems for Sales team and their clients.- Reviewed contracts thoroughly for accuracy and adherence to Finance, Legal, and Sales policies.- Worked with Billing and Sales Compliance teams to resolve financial discrepancies.

• 

  Redicine, Inc.

  • Writer/Consultant

    • 2001 - 2002

    Assisted President in writing and editing of business plan, executive summary, and presentation materials for medical diagnostics start-up company.

• 

  Excite@Home

  • Product Management Specialist

    • 1996 - 2001

    - Maintained index and spider configuration system for a personalized web news search service.- Decided content of product and evaluated index daily.- Communicated with contacts at external sites to resolve problems and coordinate their inclusion in index.- Provided external customer support as needed.- Worked with engineer to develop system that led to automation of updating process for approximately 75% of the articles in the index.

  • Office/Operations Manager

    • 1995 - 1996

    - Hired as the company’s first employee.- Managed all operating aspects of start-up company including facilities duties, bookkeeping, payroll, and human resources activities. Also set up initial 401K and benefits plans.- Provided technical support to consultants.- Served as Product Manager and launched a new product within the Excite service while maintaining previous duties.