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Melody Chou

User Policy Specialist

Santa Clara, CA


Work Experience

User Policy Specialist

Google, Inc

March 2010 to August 2012

Developed, implemented and supported the enforcement of content policies for Google Offers, Blogger, Picasa, 
Docs, Groups, Sites, and Autocomplete 
● Responsible for creation and support of Google Offers policy 
● Collaborated with PMs, Legal, Operations, Abuse and PR teams to improve the Hate, Impersonation and 
Promotion of Illegal Activities content policies 
● Facilitated the launch of the Unified Content Policy as part of Google's Privacy Policy update 
● Initiated a data driven initiative to research the effectiveness and accuracy of specific content policies 
● Resolved urgent and controversial escalations from users, law enforcement and internal stakeholders daily

Ad Policy Specialist

Google, Inc

January 2008 to March 2010

Owner of global Landing Page Quality (LPQ) policies, communication and resources. Maintained fair and consistent 
advertising policies for AdWords. 
● Wrote online help center content and internal sales communication material used by global support teams 
● Partnered with LPQ engineers to create and improve automation, resources, and policies 
● Identified and deprioritized the support of advertisers that compromise the online safety of users 
● Built and managed a team of a dozen part time Policy advocates 
● Supported the North America sales organization on daily AdWords policy and LPQ issues 
● Specialized in AdWords Copyright and DMCA removals 
● Accomplished a 5% decrease of bad content ads within the Google network over 18 months

Quality Specialist

Google, Inc

April 2007 to January 2008

Measured and improved the quality of customer service provided by the sales organization 
● Audited interactions with clients to ensure a high quality of service was provided 
● Achieved an 80% customer satisfaction rate of incoming calls 
● Assisted in establishing a framework for all US account managers to improve negotiation skills and client 

Account Manager, Online Sales & Operations

Google, Inc

March 2005 to April 2007

Provided dedicated client support and managed a $10M+ Retail portfolio of US AdWords advertisers. 
● Responsible for AdWords account growth, client education, and product support for 80+ companies 
● Optimized hundreds of AdWords accounts to improve our client's overall ROI and advertising efficiency 
● Increased revenue and product adoption in Local, Entertainment, Retail and Automotive verticals


B.S. in Interior Architecture

University of California -
Davis, CA

June 2004