Ronald Erick
Product Support Manager - Pixel Ecosystem at Google
- Role
- Product Support Manager - Pixel Ecosystem at Google
- Location
- Miami, FL, US
- LinkedIn followers
- 500 followers
About Ronald Erick
Enthusiastic technology leader with over 15 years of experience in the IT and services industry, specializing in client support transformation, elevating customer experience, and optimizing brand growth!Expert in managing omni-channel communications across phone, chat, email, social media, and community forums. Proficient with Google\'s internal and external toolset, including Google Workspace, Buganizer, Speakeasy, and Tables, as well as industry-standard solutions like MS Office, SharePoint, Genesys, Coveo, KCS principles, Sprinklr, and Jira.Proven track record of driving innovation and achieving measurable results, including significant cost savings through process automation and resource optimization, and increased revenue through new program development. Results are informed by a strong background in Business Administration and Management and the application of key performance metrics such as CES, CSAT, and NPS.Beyond my professional life, I\'m a dedicated father of two, which has further honed my skills in multitasking, problem-solving, and patience. As an avid car and technology enthusiast, I enjoy staying abreast of the latest advancements and applying that knowledge creatively. I\'m always up for a new challenge and find great satisfaction in connecting people and fostering meaningful relationships.
Experience
Product Support Manager - Pixel Ecosystem
Sep 2022 — Present · Atlanta, GA, US
Orchestrates comprehensive launch readiness strategies for customer service teams during critical product releases, ensuring seamless support operations and minimizing customer friction from day one.Drives strategic product and service enhancements through collaborative partnerships with Engineering and Product teams, utilizing data-driven insights to significantly improve the Pixel ecosystem\'s customer experience. Serves as a key strategic partner and trusted advisor to both internal and external stakeholders, cultivating strong, collaborative relationships through proactive communication and the delivery of consistently outstanding support across all interactions.Leads the evolution of technical troubleshooting tools by developing a strategic roadmap in partnership with Product Specialists, optimizing support efficiency and effectiveness. Optimizes operations and warranty support strategies for the entire Pixel Buds, Pixel Tablet, and Pixel Watch portfolio, maximizing efficiency and customer satisfaction.
Education
John A. Ferguson Senior High School
High School Diploma, Business Administration and Management, General
2009
Miami Dade College
Business Administration and Management, General
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