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Melody Chou

User Policy Specialist

Santa Clara, CA

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Work Experience

User Policy Specialist

Google, Inc
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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
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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
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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 
satisfaction

Account Manager, Online Sales & Operations

Google, Inc
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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

Education

B.S. in Interior Architecture

University of California -
Davis, CA

June 2004