Efficiently managed schedules for teams of over 170 people, ensuring optimal allocation and availability. Forecasted weekly utilization trends and implemented strategic resource deployment to maximize employee deployment. Proactively identified low-utilized employees and facilitated their redeployment into new business opportunities. Streamlined demand management processes, enhanced candidate selection, and maintained a seamless proposal pipeline. Created optimized staff schedules, resolved conflicts swiftly, and maintained up-to-date scheduling tools to balance service quality and cost. Leveraged Excel and dashboards for consulting, reporting, and data analysis to provide actionable reports and strategic recommendations.

Senior Customer Service Representative (Google Ads) at Majorel

December 31, 2022 - July 25, 2025

Delivered high-quality customer service across phone, chat, and email, meeting strict deadlines and exceeding KPIs in a fast-paced environment. Resolved customer issues efficiently with troubleshooting and optimized advertising campaigns to enhance user experience and satisfaction. Developed deep expertise in online advertising services to provide effective customer support and strategic account recommendations. Participated in product training, mentored new colleagues, and supported multiple language markets. Served as a Policy Point of Contact for over 3.5 years, created and delivered policy presentations guiding over 150 colleagues. Led policy training initiatives, onboarded newcomers, and conducted refresher sessions to ensure compliance and retention. Trained and mentored future Policy POCs and provided subject matter expertise as a temporary Mini SME POC.

Senior Customer Service Representative (Google Ads) at Majorel

December 20, 2022 - December 20, 2022

Delivered high-quality customer support across phone, chat, and email to high-value clients, resolving complex issues involving Google Ads, Merchant Center, Google Analytics, and Tag Manager, while consistently exceeding KPIs in a high-volume, multilingual environment. Led onboarding and policy training, built internal materials, and coordinated with cross-functional teams to improve compliance and process alignment. Managed resource planning and supported escalations; developed training decks; accelerated ramp-ups and improved first-contact resolution.

Operations Specialist / Experience Management Advanced Associate at EY Global Services

December 20, 2022 - November 23, 2025

Delivered high-quality customer support across phone, chat, and email to high-value clients, resolving complex issues in a multilingual environment while consistently exceeding KPIs. Served as Policy POC for 3.5+ years, creating and delivering policy training and materials used by ~100 employees. Led onboarding and refresher policy training for 50+ new hires, coordinated with IT, Recruitment, and L&D for onboarding, and maintained internal training materials. Managed resource planning for multiple consulting teams (~200 employees), staff scheduling for 300+ consultants, and bench management; analyzed utilization trends and produced actionable metrics. Acted as LGBTQ+ network SPOC and led Pride-themed initiatives. Fluent in multiple languages; adapted quickly to evolving processes.