Nick Rory Romaine
Operations Management Expert | Team Management Specialist | Six Sigma Yellow Belt | Project Management Stalwart | Strategic Planner
- Role
- Workflow Management Team Lead (Sr Team Lead) at Google Operations Center
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Nick Rory Romaine
With over 12 years of professional experience, I am dedicated to …
Experience
Workflow Management Team Lead (Sr Team Lead)
Jan 2021 — Present · IN
Recipient of multiple accolades, including the Touchstone, Star, and Constellation Awards for excellence in leadership and performance.• Led operations for Google My Business, Escalation & Premium Support, Large Customer Sales Clients, and Video Verification projects.• Delivered exceptional operational metrics: quality >95%, compliance at 100%, productivity >110%, and SLAs at 100%.• Spearheaded automation of case ticket flows with Google PSMs and Engineering, improving efficiency.• Achieved significant resource savings and reduced AHT through Time & Motion Analysis.• Generated productivity, CSAT, and quality reports using internal tools like Pulse and PLX dashboards.• Boosted agent productivity and transitioned underperformers to higher-performing quartiles.• Managed high-volume business validation cases, ensuring customer visibility on Google Maps.• Provided L3 sales support for Google Ads clients, resolving tickets with 24-hour TAT.• Led a span of 70+ associates and 3 Team Leads, collaborating with stakeholders across Vendor and Product Support Management.• Conducted training sessions on project and stakeholder management for associates and SMEs.
Education
TKR College of Engineering & Technology
Bachelor's degree, Mechanical Engineering
2009 — 2013
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