New York, New York, United States
Community management, program management, communications, strategy, operations, customer support, sales, coaching, marketing, social media
Manage Google's Product Experts Program, Google’s superuser-powered community. We help everyday Google users get the most out of Google's products by providing a platform where users can connect, educate, and support one another. Learn more: https://productexperts.withgoogle.com See me in action: https://www.youtube.com/watch?v=mlNsnZ1dX00
Secondment in Singapore, focused on building crisis management framework and workflow to support our go-to-market ads teams.
Led community support strategy for Allo, Duo, and Tez (now Google Pay) with focus on emerging markets (India, Indonesia, Brazil). - Conducted competitive research to identify support gaps and platform options. - Created social support playbook: identified 100+ support scenarios, drafted official responses, created escalation paths, trained offshore vendor team - Ran pre-launch Trusted Testing community to gather early product feedback and identify critical support needs (top user journeys). - Led support channel demo for product & executive team to train on community engagement and how to interact directly with users. - Launched product communities with 30+ experts, 98% coverage rate, and first ever pilot operation of Play Store review support.
- Cold calling ninja: made over 100 cold calls/day and identified hundreds of leads/weekly - Salesperson: negotiated and sold 75+ exhibitor packages ($100 - $2500) - Event coordinator: planned and staffed events with attendance ranging from 500 - 5000.
- Assisted in coordination and execution of international press junkets for 4 major films: Despicable Me, Robinhood, Get Him to the Greek, and The Wolfman - Managed press calendars, authored press & media releases, created marketing materials - Staffed pre-screening events and junkets for reporters, journalists, and talent