Kathy Phan

Bachelor's

Industrial Engineering

Google, US-MTV

Product Support Manager, gTech Platform & Ecosystems

- GOOGLE FAMILY LINK, ONE-TO-ONE SUPPORT - Worked with International team to deliver Vendor Support Operations on email, phone and chat support channels - Assessed Vendor Quality Assurance through monthly calibrations and vendor feedback - Authored process docs, managed and assured completeness of KB and Help Center updates - Highlighted TUIs/risks and formulated processes requiring immediate Legal or Eng. attention - Generated Customer Insights (and created new dashboards) for quarterly business reviews - Pro-actively triaged Customer issues in Buganizer by engaging with Software Eng and UX across P&E such as Google Play, Chromebook, G1, Assistant, Android, etc - Contributed to product dev. for Family Link 2.0 Release and Kids Space by thoroughly testing - Lead weekly meetings with Tiered agents to communicate upcoming launches, draft agent - Working knowledge of Brightspot, Cases, gAdmin, Listnr, DataSites, Newsletters, Pulse