Mohammed Amer Ali

Project: Google Workspace (Enterprise Grade Billing - EGB)

• Resolved high-priority escalations from customers, legal teams, and executive offices, ensuring timely and compliant outcomes.
• Partnered with cross-functional teams to diagnose and resolve complex billing workflows, contract-driven subscriptions, and enterprise payment terms.
• Handled consults created by the Tier 1 and Tier 2 agents for complex Google Workspace billing issues.
• Processed refunds and credits above $1,000 USD, as per the internal workflow.
• Mentored new hires and provided them with LGTM for the email cases.

Project: Google Workspace (SMB Billing)

• Resolved billing and technical issues for Google Workspace customers via chat, phone and email.
• Processed refunds, addressed missing payments, and managed credit transactions.
• Facilitated upgrades of Google Workspace subscriptions for customers and resellers.
• Utilized client-specific tools to troubleshoot subscription management concerns.
• Mentored tier 1 agents, enhancing their expertise through direct floor support.

• Monitored social media platform adherence to client standards for user compliance.
• Flagged inappropriate materials and escalated issues to management.
• Supported healthy digital ecosystem to promote safe, positive user experiences.
• Identified root causes of errors and opportunities for defect reduction.

Project : Google Ad-words ( Trust and Safety )

• Working on domains, mobile applications, and YouTube channels provided by the client to ensure that the sites obey the terms and conditions of client standards.
• The main objective of process is to categorize the domains, apps, channelsand to create family-friendly browsing.
• Maintaining a healthy relationship with business clients and providing regular performance feedback.
• Consistently maintained 100% production with 98% quality accuracy.

• Conducted thorough investigations on risk-related issues and incidents.
• Performing risk investigations and identifying fraudulent activities on debit card and credit card claims raised by consumers.
• Documented findings and prepared detailed reports for management review.
• Evaluated compliance with regulatory requirements and internal policies.