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Lead multiple support teams to provide top notch customer experience adhering to Google’s processes and procedures while Maintaining constant improvement of existing procedures and contributed to establish new ones according to the business needs ● Lead MBRs and QBRs with Google Workspace VPs and Directors to showcase the Business results and areas of improvement in order to keep providing a top quality service. ● Collected and documented specifications to facilitate the integration of new tools within the Customer Experience team, enhancing our ability to align customer support interactions and Voice of the Customer (VOC) data with global teams while being part of the development team for these tools ● Ensure Google’s processes and procedures were followed and implemented new processes for healthcare companies.

● Gathered and documented project requirements and proposed new ideas according to the business needs to ensure the successful implementation of solutions. ● Worked on several Salesforce projects Designing, developing, deploying, and maintaining applications and/or modules on the TELUS International SalesForce implementation, writing and coding individual programs with specific requirements, technical documentation of each program, and communication through the whole delivery lifecycle with stakeholders. ● Implemented SCRUM framework on the Saforce team ensuring we were following the SCRUM guidelines in order to keep the continuous improvement on the development process and deliver high-quality solutions. ● Implemented metrics and action plans to improve customer satisfaction and customer effort score.