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Work Background
Relic EntertainmentProducer
Mar. 2022 - Apr. 2024• Led the UX/UI and Metagame cross-functional teams to design and implement in-game and back end features
• Developed business plans and product roadmaps
• Developed live dashboards and used live data to inform product decisions, and internal dashboards to improve team performance and allow visibility into the team’s progress on new features.
• Trailblazed new processes for SEGA’s first Live Services PC game
• Worked closely with the Brand and Community teams to act on player feedback and implement requested features.
• Supported the teams hands-on with bug fixes, system design, economy management, and community
management.
TrilogyVP of Customer Support
Aug. 2021 - Jan. 2022• Led a team of over 100 managers and individual contributors.
• Developed and implemented business plans to support newly acquired products with our central customer support team.
• Improved SLA adherence by 20% across a portfolio of 95 products by improving Customer Support training, tools, and processes.
• Performed data analysis and developed dashboards to inform strategic decisions.
• Developed a robust Knowledge Base for customers to self-serve.
• Supported the team with escalated customer support tickets, training, and writing both customer-facing and internal knowledge base articles.
Elastic PathSenior Manager, Global Support
Mar. 2018 - Jul. 2021Vancouver, Canada Area• Led a global, cross-functional team of Developers, Product Support Engineers, and Community Managers.
• Implemented new tools to improve productivity and customer satisfaction while reducing costs by 60%.
• Drove Customer Support and Community strategy to exceed customer expectations and maintained 97%+ Customer Satisfaction rating each year.
• Led cross-functional projects to develop new products and improve our customer experience.
• Supported the Customer Support and Community teams with escalated tickets, knowledge base articles, and systems administration.
QuickMobileManager, Onsite Services
Nov. 2016 - Mar. 2018Vancouver, Canada Area• Supported a mobile app on Android and iOS mobile devices.
• Identified unmet customer needs and developed a highly successful Onsite Services program.
• Promoted from Customer Services Team Lead to Manager, Onsite Services upon successful deployment of the Onsite Services program.
• Hired and supported a globally distributed, 24/7/365 team of full-time and part-time employees and contractors.
• Developed partnerships with global third party vendors to represent QuickMobile at events around the world.
• Collaborated cross-functionally to develop and sell new professional services and product offerings.
• Designed and built new tools for reporting, scheduling and logistics.
• Travelled globally to support strategic enterprise accounts at large-scale events.
QuickMobileClient Services Lead - Technical Support
Sep. 2014 - Oct. 2016Vancouver, Canada Area
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