Shirin-Maryam Pöplinghaus

-Deliver product training to Zendesk's customers and partners -Organize and deliver product training to customers through webinars, in-person and off-site -Work with the instructional design team to assess the relevance and quality of the training material and provide feedback for improvement -Work with Zendesk's Training Coordinator to plan and schedule training sessions -Coordinate with the Training team to ensure consistency of approach and content when developing and delivering training

-Develop and implement Quality Assurance scoring plan -Deliver customer-centric training, culture induction, new processes, and facebook products training -Provide feedback and coaching to SMB Account Managers and Customer Delight Agents -Subject matter expert for evaluations -Analyze Customer Satisfaction Survey results, identify trends, and recommend improvement efforts -Conduct root cause data analysis -Create reports in salesforce

-Deliver clear and effective training to new hires and Google employees -Responsible for managing the Policy Team as well as Training Team when the Training or Policy lead is out of office -Training material development as part of a global team -Help coordinate and provide analytical reports on quality performance impacts as well as ad hoc projects -Work with management to leverage internal evaluation findings and identify workflow improvements to increase effectiveness of operations

-Working as part of the German project team in Google's Geo Operations center for Europe, Middle East & America based in Dublin -Reviewing and researching patterns in data, focusing on details and taking action to improve data accuracy. Consistently achieve high accuracy whilst maintaining a positive image of Google to business owners -Supporting staff to become familiar with the internal workflow and policy standards