Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am Mary Grace Millan, a dedicated Quality Assurance professional with a proven track record at Google's Operations Center, focusing on customer service and operational excellence in Google Ads billing inquiries. I thrive in fast-paced environments and enjoy turning data-driven insights into practical process improvements that enhance client satisfaction. Over the years, I have honed my skills in issue resolution, data analysis, and cross-functional collaboration, mentoring teammates to maintain high standards while delivering exceptional service. I am passionate about continuous learning and applying best practices to deliver reliable, scalable outcomes.…I am Mary Grace Millan, a dedicated Quality Assurance professional with a proven track record at Google's Operations Center, focusing on customer service and operational excellence in Google Ads billing inquiries. I thrive in fast-paced environments and enjoy turning data-driven insights into practical process improvements that enhance client satisfaction. Over the years, I have honed my skills in issue resolution, data analysis, and cross-functional collaboration, mentoring teammates to maintain high standards while delivering exceptional service. I am passionate about continuous learning and applying best practices to deliver reliable, scalable outcomes.

Mary Grace Millan

QA Engineer, Data Analyst, Project Manager





I am Mary Grace Millan, a dedicated Quality Assurance professional with a proven track record at Google's Operations Center, focusing on customer service and operational excellence in Google Ads billing inquiries. I thrive in fast-paced environments and enjoy turning data-driven insights into practical process improvements that enhance client satisfaction. Over the years, I have honed my skills in issue resolution, data analysis, and cross-functional collaboration, mentoring teammates to maintain high standards while delivering exceptional service. I am passionate about continuous learning and applying best practices to deliver reliable, scalable outcomes.…I am Mary Grace Millan, a dedicated Quality Assurance professional with a proven track record at Google's Operations Center, focusing on customer service and operational excellence in Google Ads billing inquiries. I thrive in fast-paced environments and enjoy turning data-driven insights into practical process improvements that enhance client satisfaction. Over the years, I have honed my skills in issue resolution, data analysis, and cross-functional collaboration, mentoring teammates to maintain high standards while delivering exceptional service. I am passionate about continuous learning and applying best practices to deliver reliable, scalable outcomes.

Available to hire

I am Mary Grace Millan, a dedicated Quality Assurance professional with a proven track record at Google’s Operations Center, focusing on customer service and operational excellence in Google Ads billing inquiries. I thrive in fast-paced environments and enjoy turning data-driven insights into practical process improvements that enhance client satisfaction.

Over the years, I have honed my skills in issue resolution, data analysis, and cross-functional collaboration, mentoring teammates to maintain high standards while delivering exceptional service. I am passionate about continuous learning and applying best practices to deliver reliable, scalable outcomes.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Quality Assurance Specialist at Google Operations Center

July 1, 2021 - June 30, 2024

Led routine quality assurance audits and reviews to assess and enhance operational processes. Monitored quality monitoring data and performance metrics, conducted comprehensive QA reviews, and trained new QA staff. Analyzed data to identify trends and recommended process improvements to improve service quality and customer satisfaction.

Senior Process Executive at Google Operations Center

March 1, 2019 - June 30, 2021

Delivered exceptional service to Google's advertisers by expertly managing billing-related inquiries within Google Ads. Collaborated with Account Managers and clients to resolve technical advertising issues through multiple channels (email, chat, phone, video calls). Addressed billing inquiries, charges, and payments with accuracy and timely resolution.

Senior Process Executive at Google Operations Center

February 1, 2016 - March 31, 2019

Provided support by managing billing inquiries for Google Ads accounts, ensuring accurate and timely resolution. Handled billing inquiries efficiently to maintain customer satisfaction. Escalated unresolved issues to appropriate teams and documented interactions for traceability.

Technical Support Representative at Site Philippines

January 1, 2012 - February 1, 2016

Provided technical troubleshooting and support for customers encountering issues with Microsoft products and operating systems. Delivered product knowledge and guided customers through technical setups, configurations, and troubleshooting steps. Resolved escalated customer complaints and service inquiries efficiently, using strong communication and problem‑solving skills.