VRInsights

Co-Founder

Various Companies

Business consulting, Insights, and analytics roles  with various companies over the years

IRL jobs that don't matter in Metaverse

Sam AI

Spatial Networks

▪ Create exciting and inclusive onboarding experiences for participants entering VR, from unboxing to initial steps, ensuring diligent attention to detail. 
▪ Organize team-building activities, welcome events, and networking opportunities to foster a welcoming and engaging atmosphere. 
▪ Lead the Concierge team, providing active support and addressing challenges related to onboarding, ensuring seamless transitions and event experiences for participants contributing to higher long-term engagement and satisfaction.
▪ Collaborate with Andy Fidel to strategically plan budgets, run-of-show details, research and select optimal platforms for virtual events. 
▪ Produce and coordinate high-impact virtual events for notable clients including LinkedIn, PepsiCo, Verizon5G Labs on platforms: Engage, Foretell Reality, Rec Room, Horizon Worlds, Frame, AltspaceVR, and others.

XR Onboarding & Experience Specialist 

Self Employed

My passion for the "Metaverse" dates way back to my early teens when I was part of the first virtual world community on QLink (predecessor to AOL), "Habitat's Club Caribe" in 1988.  Since then I've had the pleasure to work for AOL, Fujitsu Cultural Technologies, The Sierra Network, There.com and many other pioneers in interactive entertainment. 

As a very curious and neurodiverse kid, I grew up online (Gen X) and worked hard to become an experienced and dynamic leader (with over 20 years of success) in the development and management of virtual communities with a special focus on engagement, retention, innovation, trust and safety. 

Since 2017, my passion continues and I've been focusing on VR event production, onboarding and community development in XR.  I've had the opportunity and honor to produce and coordinate events for LinkedIn, PepsiCo, Horizon Worlds, AltspaceVR and others.  I really enjoy onboarding and introducing leading HR/talent industry executives from all across the world to the awesome power of VR events, collaboration and community.

Strengths:
▪ Thrives as a liaison between devs, community support, marketing and leadership aligning goals.   
▪ Resourceful and leverages innovative thinking in solving complex problems and managing conflict.
▪ Develops and leads teams towards a common vision and provides strategic leadership in driving new product development, revenue, productivity and CRM. 
▪ Maintains a positive disposition under pressure, and is a highly adaptable multitasker in rapidly changing environments.

Previous virtual world & community clients include: ClubCooee.com, Meez.com, ForterraInc,  SecondLife.com, There.com, Psychics.com, PlanetOut, Fujitsu's WorldsAway, BigFishGames.com, Habbo.com, The ImagiNation (Sierra) Network, AOL, Astronet, CompuServe, QLink and others.

Virtual Community Leadership Consultant (Management | Trust & Safety | Events | Engagement)

Oversee end-to-end show production, from pre-show planning to post-show activities and broadcast operations for live and pre-recorded webcasts on Facebook, YouTube, Zoom, StreamYard and other platforms. Some of those responsibilities depending on the client's need include:
▪ Conduct pre-show research to curate compelling content aligned with audience interests.
▪ Responsible for live sound engineering, editing, directing, co-hosting, and talent coordination.
▪ Monitor and mention appropriate comments during live broadcasts to maintain community engagement. 
▪ Screen and insert calls when appropriate.
▪ Create and distribute show copy and promotions post-show.
▪ Coordinate replays/podcasts distribution across platforms for maximum engagement.
▪ Research and implement broadcast tools for enhanced production quality.

Supervising Producer - Livestreams & Podcasts

Donnerwood Media

▪ Ensured the accurate and timely processing of a high volume of abuse reports, maintaining a safe and respectful community environment.
▪ Provided real-time moderation and support for MeezNation (avatar chat) and the Meez forums, addressing user concerns and fostering positive interactions.
▪ Contributed to the development of advanced moderation tools and the implementation of new policy changes, significantly enhancing operational efficiency and productivity.
▪ Mentored and guided volunteer moderators, improving their skills and effectiveness in maintaining community standards.
▪ Organized engaging contests and role-playing activities, and authored compelling content for newsletters, boosting community participation and user satisfaction.

www.meez.com is a leading social and entertainment site with a membership of 8 million+ members that combines avatar customization, virtual goods/spaces/economy, casual gaming, and social networking into one very cool package. Meez is currently distributed on leading social media sites and services, including AIM, Facebook, MySpace, and Photobucket. Based in San Francisco, CA, and developed by Donnerwood Media.

Meez.com Community Administrator

Forterra Systems, Inc

▪ Cast to play one or more scripted and/or improvised roles in a variety of live online scenarios/demos ranging from Medical applications to Military training.   
▪ Help recruit and train new role players on an as-needed basis.
▪ Demonstrate (remotely or at client's location) the OLIVE product/platform features by operating avatar's movement, gestures/expressions, and speaking the scripted and improvised dialog in a 3D world while interacting with other avatars and elements in the environment.

www.forterrainc.com is a leader in providing online distributed virtual world technology for the corporate, healthcare, government, and entertainment industries. Forterra’s OLIVE software and services enable organizations to build their own virtual worlds to train, plan, rehearse, and collaborate in ways previously considered impossible or impractical.

Demo Team Recruiter & Virtual Role Player 

Big Fish Games, Inc.

▪ Assisted with the creation of an in-game support and moderation team.
▪ Conducted tools review and specification requirements for Moderation team use.
▪ Created strategies and processes for assessing moderator's performance.
▪ Rolled-out plan incorporating existing personnel, including recommendations of appropriate coverage.
▪ Worked closely with the existing Product Manager and Online Community Lead, assisting in the initial rollout and recruitment process as a part of the hand-off.

www.bigfishgames.com is the world's leading online destination for games and interactive entertainment. Based in Seattle, Washington, Big Fish Games offers "A New Game Every Day!®" — Big Fish Games works with more than 500 game developers and distributes over 1 million games per day to consumers worldwide.

Community Operations Consultant

Makena Technologies (www.there.com)

▪ Proactively greeted, assisted and acclimated guests and new members to the There 3D online community environment. 
▪ Coordinated team of volunteer co-hosts.
-Hosted orientation events and tours by arranging all in-world support and configuration for the assigned event (equipment, prizes, venue, invites, etc.) 
▪ Frequent up-selling of premium account, items and services. 
▪ Supported There, Inc and member created clubs and programs aimed at organizing and improving the initial member experience.  
▪ Fully trained moderator in abuse management guidelines, processes and tools, responding to IMs and abuse-related issues.
▪ Provided regular status reports, to include a summary of key issues, activities, trends, opportunities, etc.
▪ Contributed significantly to the definition of the product/service and feature requirements based on years of experience and visitor/member feedback.

www.there.com is a fully interactive, 3D online virtual world where members can customize and create their own 3D character, meet and hang out with friends in real-time using voice and text chat, build their own virtual homes, participate in events ranging from car races to paintball to fashion shows and even create and sell their own virtual items. There.com is a safe and exciting "PG-13" environment for ages 13 and up that has something to offer nearly anyone.Makena Technologies is the parent company of There.com and has offices in San Mateo, CA and Laguna Beach, CA.

Greeter Coordinator 

Sulake, Inc.

As a Moderator for Habbo Hotel, I was responsible for enforcing the Behavior and Safety rules in addition to providing community support.

▪ Responsible for responding to over 1,000 emergency calls for help split between 2-3 MODs during a 4hour shift.
▪ Reviewed chat logs for compliance with Safety and Terms of Service policies.
▪ Warned or banned accounts based on violation severity.
▪ Professional at all times effectively dealing with angry, upset, challenging players.
▪ Noted action taken with detailed shift/incident reports to Community Manager.
▪ Assisted / Coordinated orientation and event host volunteers.
▪ Hosted regular entertainment (themed) events and group Q&A
▪ Provided regular feedback to Community Manager and shift co-workers.
▪ Roamed about Hotel answering questions, engaging players, and joining activities.
▪ Well liked/respected by co-workers and popular with other players who created various fan rooms dedicated to me.

Community Moderator

Hearst

▪ Spearheaded community advocacy and administration for over 100 chat hosts, with accountability for recruitment, training, tools, scheduling, community programming, and rewards program budget.
▪ Managed three Community Support department managers responsible for Training, Scheduling, and Recording.
▪ Created comprehensive operational reports for management and colleagues, utilizing competitive analyses, trends reports, and acquisition reports to support expansion.
▪ Acted as a liaison between AOL departments and technical staff, as well as point of contact for member suggestions and complaints.

Community Operations Manager @ Astronet 

▪ Supervised online communications between community teams and AOL management, leading programming projects with AOL Community, Inc. and the Community Leaders Organization.
▪ Directed team of employees in troubleshooting, member support, online security, and business communications.
▪ Oversaw member interaction by managing events, collecting feedback, and resolving issues.
▪ Conducted online Q&A, promotions, team building, and operational reporting.
▪ Performed thorough application review and interviewing on a national basis.
▪ Provided orientation, training, and support for new representatives.
▪ Performed front-line member support in progressively responsible positions, from Graduate Guide to Shift Coordinator, through Review Team Member and Road Trip Staff Recruitment Coordinator. 
▪ Acted as Senior Resource Team Contact, PlanetOut Guide Liaison, and Assistant Program Manager.
▪ Served as an advocate for the Guides, resolving issues regarding procedures, problem solving, and member warnings.
▪ Supervised team of Guides in providing member services through scheduling and responding to “Guide Pager” and “Help” mail reports.
▪ Reviewed shift reports to ensure warnings were documented and actioned appropriately, submitting suggestions and criticism to the Guide Manager.
▪ Assisted in implementing AOL Forum policies and procedures for new partner, providing TOS training and on-going support with promotions.
▪ Recruited potential candidates, creating application and conducting in-depth interviews to assist with hiring decisions.
▪Monitored chat rooms for compliance and reported password solicitors, enforcing TOS and online security effectively.

Community Program Manager, People Connection

I have worked the majority of my life in various roles developing, supporting and managing online communities.  I'm passionate about engagement, retention, innovation, trust & safety of the communities that I've had the privilege to develop and be responsible for.  

My curiosity and passion for the "Metaverse" dates back to my early teens when I was part of the first virtual world community on QLink (predecessor to AOL), "Habitat's Club Caribe" in 1988.  Since then I've had the pleasure to work for AOL, Fujitsu Cultural Technologies, The Sierra Network, There.com and many other pioneers in interactive entertainment. 

I'm now producing entertaining and educational events in social, enterprise and collaborative VR communities.  Most recently contributing to #GetSocialVR Onboarding Events and Meta's Horizon Creator Community.

With a proven record of success utilizing strong onboarding, customer service, leadership, and project development skills, my background demonstrates strong leadership talents some of which include:

*Managed employees and large teams of remote volunteer staff in online chat and virtual spaces.  
*Responsible for recruitment, training, scheduling, and performance management.
*Conducted quality assurance and product review for various online community and moderation tools.  
*Business consultant to leading companies creating promotional events and marketing programs to drive revenues and build customer service relationships.
*Implemented multiple live events to grow the online community and enhance revenues. Examples include: celebrity events, talk-show style events, contests, promotions, and interactive games.
*Monitored and moderated online communication for compliance with operating standards and resolved issues with members and staff to maintain morale.

Experience:  CRM, Client Relationship Management, Community Leadership, Community Management, Community Operations, Customer Relations/Support, Discord Admin, Entertainment, Events Manager, Engagement, Games, In-Game Support, Interactive Production, Internet Marketing, Live & Pre-Recorded Broadcasting, Live Producer, Live Streaming, MMORPG, Member Services, Metaphysical, Mobile Support, Moderation, Music, Online Abuse Management, Podcasts, Process Improvement, Product Development, Production & Programming Leadership, Project & Event Management, Psychic, Radio, Remote, Social Networks, Spiritual, Staff Selection & Recruitment, Strategic Leadership, Team Management & Development, Tech Support, Telecommute, Troubleshooting, Trust & Safety, VR, Virtual Worlds, Webinars

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The Battle

Sam AI

🥽 John Williams (JayW)

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