Scott Gibson

Experience

• 

  MarketStar

  Sept 2012 - Feb 2013

  Google Specialist

  Used innovative customer engagement and creative sales techniques to increase sales of ChromebooksUsed passion for customer service and knowledge of technology to build quality relationships with consumersConduct Retail Sales Person training's in store on ChromebooksAssisted in cleaning and maintaining site before, during and after each day.

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  PNC Mortgage

  Mar 2013 - Jul 2013

  Customer Service Rep

  Assist users with Payment Processing and General Inquiries.Maintain mortgage records through the life of the loanRespond appropriately to customer or Tier 1 escalations.Support 60+ incoming calls with first call resolution

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  Google

  Sept 2013 - Jul 2014

  Google Support Representative

  January employee of the month.Monitor and investigate UPS, ParcelForce, and Aramex shipments, escalations and lost or stolen claims.Maintained high productivity while exceeding Google quality assurance expectations.Reviewed customer and other agent interactions to provide feedback to improve current processes.Improved the shipping escalation process by creating spreadsheets and forms to analyze and categorize escalations.Assist customers with the highest level of support for shipping, technical, refund and escalation support. Show less

• 

  ASUS

  Jun 2014 - Sept 2014

  ASUS Customer Loyalty Management

  Solely responsible for managing online reviews for Amazon, Newegg and BestBuyResponsible for managing ChromeOS, Mobile Phones, and Tablet Reviews.Provide the highest level of support available for ASUS productsMonitor, Review and Assist Developer Forums for ASUS products such as XDA DevelopersReceive and personally inspect, test and replace devices for customers.Assist customers with technical, payment and shipping questions via email and forums.

• 

  Google

  Sept 2014 - Aug 2015

  Google Docs Community Specialist

  Manage Google Docs and Google Drive Product Forum.Mark threads as Duplicate, Can Be Ignored, and No Action NeededCreate custom Formulas for users in Google Sheets and ExcelAnswers questions related to Google Sheets, Docs, Slides and Google DriveReport Bugs, Feature requests and Track escalated issues.Troubleshoot issues reported by users in the forum.Exceed Googles expectations for post counts and Best Answer ratio.

• 

  PureCars

  Sept 2015 - now

  Manage a Product Development SalesForce Queue for Bugs and Feature Requests.Document, Train and Communicate weekly release notes.Monitor metrics across all advertising platforms and channels to ensure reporting is maintained.Monitor Inventory, Sales and other Data imports provided by third parties.Create tools using Google Apps Script and Google Sheets to review feeds sent to advertising platforms such as Facebook, Google Ads, Microsoft Ads and DV360.Monitor Ad Sync processes between Google Ads, Microsoft Ads and Facebook.Troubleshoot and resolve issues found within Ads for various platforms.Diagnose and relay bug information to the Development team with specific details.Communicate internal issues with the entire company via Slack and email, then provide timely updates.Utilize BigQuery and SQL to create Dat Studio Reporting.Create and maintain OEM level reporting for various automotive manufacturers. Show less Manage a Product Development SalesForce Queue for Bugs and Feature Requests.Document, Train and Communicate weekly release notes.Monitor metrics across all advertising platforms and channels to ensure reporting is maintained.Monitor Inventory, Sales and other Data imports provided by third parties.Monitor Ad Sync processes between Google Ads, Microsoft Ads and Facebook.Troubleshoot and resolve issues found within Ads for various platforms.Diagnose and relay bug information to the Development team with specific details.Communicate internal issues with the entire company via Slack and email, then provide timely updates. Show less

  • Sr. Product Support Manager

    Mar 2024 - now

  • Sr. Product Support Analyst

    Jan 2021 - Mar 2024

  • Product Support Analyst

    Sept 2015 - Jan 2021