Louise O'Dea
Summary
Professional with over 12 years of experience in customer support and insights, specializing in exceptional support experiences and complex product support management. Proven track record in program management and user behavior research, combining corporate tech expertise with academic knowledge. Strong ability to enhance customer satisfaction and streamline support processes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Research Assistant
Cyber Psychology Research Lab
Norfolk
12.2023 - Current
- Presented original research at major international conference to showcase findings in emerging areas.
- Co-authored research advancing understanding of digital psychological phenomena.
- Translated complex psychological phenomena into measurable insights for practical applications.
- Conducted comprehensive literature reviews to support various ongoing research projects.
- Prepared reports, presentations, and articles utilizing Microsoft Word and PowerPoint.
- Interpreted experimental and survey results to derive significant conclusions.
- Collaborated with interdisciplinary teams to explore HCI and online behavior through qualitative and quantitative methods.
Senior Product Support Specialist
Global Customer Care
Boulder
09.2017 - 08.2022
- Drove billion-dollar AI advertising product from beta to 50% global adoption, managing support experience across teams.
- Strengthened stakeholder relationships as Product Workstream Lead, reducing ticket volume for policy issues by 25%.
- Designed and managed innovative programs for launching alpha and beta products based on user needs. Achieved global adoption for over a dozen alphas and betas, impacting over 100K Google Ads accounts.
- Advocated user feedback through longitudinal studies to enhance customer service and improve product experience.
- Analyzed data and presented impactful reports to leadership, transforming client feedback into actionable improvements.
- Identified a contact rate increase contributing to the largest ticket volume quarter-over-quarter, implementing reduction strategies.
- Developed 1K technical solutions, supporting 300 clients annually with over $100K in Google advertising spend.
Account Strategist
Google Marketing Solutions
Ann Arbor
04.2016 - 09.2017
- Surpassed sales targets by tailoring marketing strategies, generating $13.3M in incremental revenue.
- Utilized journey mapping framework to analyze customer behavior and identify optimization opportunities.
- Conducted competitive analysis to enhance sales and align marketing strategies with client goals.
- Organized site-wide social impact initiatives, matching 100 volunteers with local businesses needing support.
- Led quarterly planning sessions, delivering training and coaching for nine strategists.
Computer Consultation Agent
Geek Squad
Flint
08.2013 - 03.2016
- Surpassed market sales targets through industry expertise and informed recommendations.
- Resolved over 300 hardware and software issues quarterly, achieving 95% customer satisfaction.
Education
Master of Science - CyberPsychology
Norfolk State University
Norfolk, Virginia11.2024
Bachelor of Business Administration - International Business
University of Michigan
Flint, Michigan01.2015
Skills
- Analytics
- Advanced Technical Support (Hardware & Software)
- Competitor Analysis
- Conference Presentation
- Creative Problem Solving
- Customer Service
- Data Visualization
- Digital Marketing
- Escalation Management
- Google Ads
- Literature Review
- Microsoft Office Suite (Excel, Word, and PowerPoint)
- Performance Analysis
- Process Creation and Management
- Product Management
- Project Management
- Research
- Qualtrics
- Social media platforms
- Standard Operating Procedure Creation
- Support Management
- Survey Creation
- Technical Documentation
- Trend Spotting
- User Research
- Customer Experience Optimization
- Digital Insights Analysis
- Data Interpretation and Reporting
- User Behavior Analysis
Certification
- Social & Behavioral Research Investigators, Collaborative Institutional Training Initiative
- Product Management: Transforming Opportunities into Great Products, Stanford University
Affiliations
- Backing packing, Reading, Hiking, Running, Baking and Surfing
Accomplishments
While at Google
- Earned two fast-tracked promotions surpassing standard timeline for typical advancement pace, consistently entrusted with next level responsibilities including managing projects in-line with manager level career trajectory.
- Awarded 2 spot bonuses for best-in-business-unit cross-functional collaboration and teamwork from executive leadership, and 66 peer bonuses acknowledging above-and-beyond efforts on behalf of peers and mentees.
- Trusted mentor and trainer, onboarded new hires, lead sales, marketing, compliance, and product training sessions. Provided 1:1 mentorship to new team members all achieving over 100% target attainment in their first quarter
References
References available upon request.
Timeline
Research Assistant
Cyber Psychology Research Lab
12.2023 - Current
Senior Product Support Specialist
Global Customer Care
09.2017 - 08.2022
Account Strategist
Google Marketing Solutions
04.2016 - 09.2017
Computer Consultation Agent
Geek Squad
08.2013 - 03.2016
Master of Science - CyberPsychology
Norfolk State University
Bachelor of Business Administration - International Business
University of Michigan
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