• Data Analysis • Reply to Raters’ inquiries • Provide feedback to Google about specific tasks • Analyze trends, root causes and work with the team on creating educational material for raters • Keep educational materia up to date • Do ratings to keep me updated

As an Expert Rater, I specialize in evaluating and enhancing AI-generated advertising content. My role involves analyzing ads, providing detailed feedback, and ensuring compliance with quality metrics. I collaborate with global teams, leveraging strong analytical and communication skills to improve AI performance. My expertise includes: Content Analysis: Assessing advertising content for clarity, relevance, and cultural appropriateness. Feedback Provision: Offering structured insights to refine AI-generated ads. Global Collaboration: Engaging in consensus-building discussions with international teams. Performance Tracking: Using statistical and quality metrics to identify improvement areas. Cultural Awareness: Staying updated on US cultural trends and social nuances. Ethical Evaluation: Handling sensitive content with professionalism and empathy. My competencies include strong analytical skills, attention to detail, excellent communication, teamwork, and adaptability. I am committed to achieving high-quality results in a dynamic environment.

As a Support Specialist at Zillow, I assist applicants and property managers with various aspects of the Zillow application services. My responsibilities include guiding users on how to apply, manage applications, create listings, add photos and amenities, and resolve address or mapping issues. I also address inquiries related to the rental process, credit assessments, and background checks. In addition to general support, I specialize in Multifamily Home services, offering tailored assistance to property management companies with over 25 units. This includes connecting feeds to Zillow, updating billing information, amenities, and fixing addresses. I also assist in updating lead delivery information when property managers use third-party tools like Knock and provide support for updating Google Ads information as part of their subscription.

Provided technical assistance to customers via Chat, Voice, and Email. Supported Google Workspace Admin console, Billing, and Email-related queries. Facilitated the setup of Google Workspace for customers, including verifying domain ownership through DNS verification, configuring MX records, creating users and organizational units, configuring email routing rules, invoice validation, and processing refunds/credits when necessary. Transitioned to a role as a real-time communication specialist, focusing on supporting customers using Google Meet, Google Chat, and Google Voice, troubleshooting video/audio delays, resolving messaging issues in Chat, and customizing Google Voice as per customers' preferences.

I conducted audits on a system that archive Google Workspace support interactions. This involved ensuring appropriate tagging by support representatives, creating a robust database for future investigations by product and quality managers. The resulting database supported the creation of automated responses, improved support articles, product enhancements, and new customer service channels as part of our ongoing service improvement efforts. As part of my responsibilities, I provided personalized 1:1 feedback to team members to enhance their performance. I also developed weekly action plans to guide ongoing improvement initiative.

Managed support for tracking shipments, scheduling pickups, and addressing issues or missing items. Joined the Escalation Team, specializing in high-priority shipments and complex customer interactions. Successfully resolved challenges using available tools. Received recognition as the Best Customer Support for the Escalation Team in 2018.