Marisa Franz

● Acted as the Senior On-Site Leader for Convergys agents in San Jose ● Created and managed standard operating procedures for handling high priority escalations as the founding member of the Executive Escalations team ● Published and maintained these resources within a knowledge management system, referenced across multiple teams ● Interviewed, trained, managed, delegated, and held quality reviews for agents ● Conducted and documented in-depth investigations to provide solutions to clients ● Analyzed gathered data to identify trends and reported findings ● Implemented process improvements and content changes based on investigations and trends ● Facilitated corrective action to prevent reoccurring issues through communication with cross-functional management ● Drafted and proofread management communications, both for internal and external discussions ● Moderated a high-visibility forum for Google employees to ask questions about Google Express ● Designed procedural flowcharts and graphics

● Worked with the Risk Team to drive 20% improvement in the fraud algorithm to decrease costs ● Created standard operating procedures for Risk and Purchases on Google ● Trained new employees and fielded questions ● Advised management during shadowing and consultation sessions for project improvements ● Recognized as Performer of the Quarter, Q2 2016

● Point of contact for knowledge inquiries from fellow agents on resolving customer inquiries ● Maintained the project’s presence on social media ● Participated in the Communication Team to propose strategies to increase employee satisfaction

Bachelor of Arts in Communication, with a background in Psychology, completed in 2 1/2 years. Coursework emphases: media studies and research, and marketing Dean's Honors.