Nuria Sancho

Driving pilot programs for Google Workspace, Gemini, Notebook LM, and Workspace Studio. Conducted strategic business use-case research to align organizational efficiency goals with next-generation generative AI tools. Designed comprehensive stakeholder communication plans, training strategies, and sponsor roadmaps tailored to mitigate digital friction. Focused on translating complex technical AI capabilities into scalable, employee-centric readiness frameworks.

Lead digital transformation projects, applying the Prosci ADKAR methodology to ensure successful user adoption and sustainable results. Spearhead the implementation of AI solutions, including Gemini, by developing and delivering comprehensive user training and enablement programs. Create and execute key deliverables for the five change management levers: communication plans, sponsor roadmaps, coaching plans, training plans, and resistance management plans. Establish and measure KPIs for change adoption, providing data-driven reports to track project risks and demonstrate the value of our work. Collaborate with cross-functional teams, partners, and customer project stakeholders to align efforts and drive overall project success. Provide strategic guidance to humanize the cultural shift to cloud-based technologies and advanced AI solutions.

Executed comprehensive consulting processes to define optimal technical practices and configurations within the Google Workspace environment. Managed and performed customer data migration to Google Workspace, ensuring a seamless and secure transition. Provided expert guidance and technical support to clients for the implementation and adoption of cloud-based solutions.

Provided customer support via phone and email, guiding clients to select the most suitable promotional gifts for their organizations. Created and presented detailed budget requests that included digital mockups using Pixelmator or Affinity Illustrator to visualize product concepts. Coordinated with external partners to fulfill customer orders and managed the sales process from initial contact to final invoicing. Monitored and tracked shipping to ensure timely delivery of customer orders. Processed all final invoices and followed up on pending payments as needed.

Provided technical support and guided assistance to enterprise clients via phone and email. Assisted GSuite account administrators with a wide range of issues, including email and data migration (IMAP, Exchange), user collaboration, billing, and Admin Panel processes. Acted as an Email Specialist, offering expert advice on best practices and troubleshooting. Managed a high volume of incoming support requests while maintaining excellent customer satisfaction.

Provided Tier 2 technical support, owning complex customer cases from initial consultation to final resolution. Managed iOS technical issues and collaborated with Tier 1 advisors to ensure a seamless support process. Acted as an intermediary between internal teams and third-party suppliers to facilitate timely problem-solving. Championed the voice of the customer internally, communicating feedback to improve products and services. Contributed to the maintenance of an active and usable knowledge base to improve team efficiency. Focused on providing an exceptional customer experience to ensure satisfaction and create brand promoters.

Handled a high volume of inbound and outbound calls, as well as email and chat communications, to meet a variety of customer and client needs. Coordinated and scheduled test drives for clients, managing the process from initial contact to confirmation. Managed data entry and client information with a focus on problem-solving and multitasking. Escalated complex customer complaints and service failures to designated departments for further investigation and resolution. Ensured strict adherence to program guidelines and procedures to maintain quality standards and operational efficiency.