Quality Assurance Customer Service
Resume:
MARY GRACE MILLAN
******.*************@*****.***
**** **** **. *********, ** V5R 4L4
About Me As a dedicated and adaptable professional, I am eager to secure a role that aligns with my personality and leverages my strengths. I thrive in collaborative environment and am excited to contribute to a team of motivated individuals united in achieving our company’s goals. My commitment to teamwork and growth will be an asset in driving our collective success. Experience
Conducted comprehensive Quality Assurance reviews to measure service quality and customer satisfaction effectively.
Identified performance issues, provided targeted coaching and enhanced quality standards. Ensured timely, high-quality product releases through meticulous production analysis and evaluation. Delivered exceptional service experiences for Google’s advertiser by expertly managing billing related inquiries within Google Ads.
Supported Account Managers and clients in resolving advertising technical issues through various communication channels including email, chat, phone and Google video call. Google Operations Center July 2021 - June 2024
Google Operations Center March 2019 - June 2021
Quality Assurance Specialist
Senior Process Executive
Education
Bachelor of Science in Computer Engineering
2008
Far Easter University
Expertise Quality Assurance
Customer Service
Microsoft Technical Support
Google Ads
Cognizant Technology Solutions February 2016 - March 2019 Senior Process Executive (Google Ads Account)
Delivered exceptional service to Google advertisers and clients by expertly managing Google Ads billing support and ensuring a seamless experience. Proficiently resolved technical advertising issues for Account Managers and clients through multiple communication channels including email, chat, phone and video call. Sitel Philippines July 2013 - February 2016
Customer Account Executive (Comcast)
Manage inbound calls from end users, delivering exceptional customer service and clarifying monthly billing inquiries.
Conducted effective troubleshooting for cable, internet and phone connectivity issues, ensuring swift resolution and enhanced customer satisfaction.
Mentored new hires through side-by-side call support, fostering a collaborative training environment. Sitel Philippines January 2012 - July 2013
Technical Support Specialist (Microsoft)
Delivered exceptional customer support by expertly guiding clients through Operating System installation and reinstallation process.
Diagnosed and resolved internet connectivity issues, ensuring seamless online experiences for users. Facilitated computer virus removal, enhancing system security and performance for clients. Provided comprehensive assistance in Windows set up, general inquiries and networking solutions. Shared service -
Telecommunication Industry
Client Relation Skill
Operational Excellence
Networking Windows Set-up
Virus Removal
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