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Hutto, TX


Work Experience


Austin, TX

August 2007 to Present

● Maintain internal and external Google Apps service issues and feature requests platform utilized by global partners, vendor teams and customer base 
● Perform both high and low-level crisis management during service outages to ensure optimal communication and transparency for service administrators 
● Manage and train team members during their first three months at company, followed by continuous mentorship in regards to work-life balance, team culture and role-related knowledge transfer 
● Identify opportunities to improve Google products, working with Product Management, Marketing, Engineering, and other teams to test and implement improvements 
● Monitor customer feedback and drive programs to improve client satisfaction 
● Work with product and engineering teams to translate customer needs into a better product experience; and develop and implement processes and infrastructure to scale customer-facing operations 
● Acted as primary point of contact to global vendor teams to identify and escalate bug reports, proactively identify customer problems, and develop creative solutions to maximize the adoption of Google Apps in organizations  
● Designed a customer service dispatch operation for all incoming customer calls, including a full support manual for our partner program

Servicing Specialist

Austin, TX

August 2001 to August 2007

● Worked directly with assigned nationwide clients to ensure their mortgage portfolio met federal compliance regulations 
● Analyzed incoming portfolio data to identify potential processing issues 
● Ensured accurate processing and delivery of project results to clients 
● Processed automated portfolio projects on client's request 
● Delivered monthly changes of the mortgage portfolio to the client via email and telephone 
● Assisted in education of clients to improve product knowledge 
● Received annual award for exceeding performance standards and objectives set by the company

Senior Materials Associate

Round Rock, TX

June 1999 to August 2001

● Independently implemented logistics plan that ensured delivery of over 900 units, in which I accomplished the Gold Star Award for exceeding ship to target rates 
● Trained new associates in all aspects of the shipping, receiving and manufacturing process 
● Acted as an Order Completion Coordinator to strengthen the “ship to target” of product to the correct customers to ensure customer satisfaction and accuracy  
● Award Silver and Bronze Star for exceeding performance expectations set forth during my tenure


High School Diploma

Liberty Hill High School

May 1999


Cloud Computing, Google Apps, Salesforce, Chrome OS, Microsoft OS, Apple OS, DNS, SMTP, Telnet