Mary G.
Mid-Level Quality Assurance Specialist
Open to offersNew to PlatformAbout
Mary G. is a dedicated Quality Assurance Specialist with a distinguished tenure at the Google Operations Center, where she excelled in Customer Service and Operational Excellence. Her experience encompasses conducting routine audits and implementing enhanced operational processes. She is proficient in the use of quality monitoring systems to compile and track team performance metrics. At Google, she managed billing-related inquiries within Google Ads, collaborating effectively with account managers to resolve technical advertising issues. Her role at Sitel Philippines as a Technical Support Representative demonstrated her capability in troubleshooting and providing support for Microsoft products. Mary holds a Bachelor of Science in Computer Engineering from Far Eastern University. Her skills in Regulatory Compliance and client relations have led to significant improvements in service quality and client satisfaction.
Experience
Quality Assurance Specialist
Google Operations Center · 2021 — 2024Performed routine audits and quality assurance reviews to improve operational processes. Utilized the quality monitoring data management system for compiling and tracking performance metrics of the team and individuals. Assessed existing procedures for accuracy, developing and implementing new processes as necessary. Led quality assurance reviews to evaluate service quality and customer satisfaction. Mentored new specialists on best practices to uphold high standards. Conducted data analysis, identifying trends and providing recommendations for process enhancements.Senior Process Executive
Google Operations Center · 2019 — 2021Managed billing-related inquiries for Google’s advertisers within Google Ads, delivering exceptional service. Worked with Account Managers and clients to resolve technical issues through email, chat, phone, and Google video calls. Addressed customer inquiries about billing, payments, and charges, ensuring effective and timely resolutions. Handled billing inquiries to maintain high customer satisfaction through quick problem-solving.Senior Process Executive
Google Operations Center · 2016 — 2019Provided exceptional service to Google’s advertisers by managing billing-related inquiries within Google Ads. Ensured accurate and timely resolution of customer inquiries regarding payments and charges. Handled billing inquiries effectively, focusing on swift problem-solving to enhance customer satisfaction.Technical Support Representative
Sitel Philippines · 2012 — 2016Delivered technical support and troubleshooting for customers experiencing issues with Microsoft products and operating systems. Provided product knowledge and guided customers through technical setups and troubleshooting. Resolved escalated complaints and inquiries efficiently, employing strong communication skills to enhance customer experience. Escalated complex issues to the appropriate personnel to ensure thorough resolution. Collaborated with cross-functional teams to tackle technical problems and elevate service quality. Maintained detailed records of customer interactions and feedback to identify issues and recommend improvements. Stayed informed about product updates and technical tools to provide relevant support.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringFar Eastern University · 2004 — 2008
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