Kristine Do
User Safety Operations Associate - Google Inc
San Francisco Bay Area, CA
Work Experience
User Safety Operations Associate
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
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
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
