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Kristine Do

User Safety Operations Associate - Google Inc

San Francisco Bay Area, CA

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Work Experience

User Safety Operations Associate

Google, Inc.
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Mountain View, CA
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April 2012 to Present

• Resolved 1000+ incoming appeals daily from Google+ end-users in violation of name and age policies while maintaining 99% accuracy rate 
• Maintained weekly team performance metrics and capacity forecasts to determine future operations initiatives 
• Designed metrics reporting templates for other team members to streamline data collection from their work queues 
• Established the Name Appeals Training Guide to facilitate the training and transition of new employees into workflow and provide a reliable reference for the team 
• Administered weekly quality reviews of each team member to ensure appeal decisions were in compliance with guidelines and to prevent future errors

Quality Assurance Intern

Minerva Networks
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Alviso, CA
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June 2010 to December 2010

• Served as primary liaison between partners, customers, and internal groups for Whole-Home DVR, client application for Minerva’s software platform 
• Performed quality and compatibility testing between various software versions and partner hardware to continually find areas of improvement 
• Collaborated extensively with company partners and internal software engineers to drive customer escalations and product defects to closure 
• Communicated with team members to ensure timely delivery of major product releases and helped each member meet their individual deadlines 
• Coordinated with project manager to manage open tickets for bugs and features

Education

Bachelor of Science in Managerial Economics

University of California -
Davis, CA

August 2011

Skills

• Excel: Pivot Tables, Graphs, Functions, basic VLookup • Communication: team player, prior cross-functioning role, experience training others • Fluent in English and Vietnamese

Additional Information

• Major GPA: 3.54 
• Dean’s List: Fall 2008, Spring 2009, Fall 2009, Winter 2010