Mike Nolan
- Role
- Manager, Gtech Global Customer Care at Google
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Mike Nolan
Mike Nolan: Results-Oriented Leader with a Passion for Customer…
Experience
Manager, Gtech Global Customer Care
Dec 2017 — Present
Lead and manage a dispersed team of Product Specialists in the Americas region - team located in NYC, Chicago, Boulder, Buenos Aires, São Paulo - who investigate & solve complex billing issues and escalations for Google\'s largest advertisers and agencies. Our global team and extended workforce supports annual case volume that resolves billing & payments issues for Google’s buy-side products (Google Ads, YouTube, Hotel Ads, DV360, Campaign Manager, Google Analytics 360) • Hire, coach, performance manage, and provide guidance to team members to help them perform in their role & grow in their career • Collaborate with Engineering, Finance Operations, and other xfn product & automation teams within Google to improve our products and use technology to help our internal support teams solve billing issues efficiently, mitigate risk & fraud, and provide self-serviceable solutions to our customers. The vision is to make billing & payments seamless across all of our products through the order-to-cash process • Analyze support data, build presentations & compelling narratives that provide insights for business reviews, product roadmap planning, and critical meetings that inform and influence senior leadership & stakeholders
Education
DePaul University
Bachelor of Science, Marketing
2007 — 2009
Skills
- Sem
- Sales
- Cold Calling
- Digital Marketing
- Social Media
- Customer Experience
- Google+
- Workflow Management
- Billing Process
- Salesforce.com
- Youtube
- Social Networking
- Strategy
- Leadership
- Microsoft Office
- Sales Management
- Communication
- Mentoring
- Invoice Processing
- Customer Relationship Management (Crm)
- Crm
- Advertising
- Team Management
- Advertising Sales
- User Acceptance Testing
- Online Advertising
- Personal Coaching
- Team Motivation
- Online Marketing
- Team Building
- Management
- Interviewing
- Google Maps
- Customer Service Management
- Google Analytics
- Email Marketing
- Business Development
- Account Management
- Customer Service
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