Twitch

Worked on Accelerator+ Program. Currently working on Creator Clubs and Future Partner programs.

Senior Program Manager

Worked on Sports Accelerator Program and Accelerator+ Program

Program Manager

Supporting creators in Twitch's New Verticals initiative. Worked on Sports Accelerator Program.

Creator Advocate

Kongregate

•	 Inherited the entire onboarding pipeline of virtual goods-enabled games to the Kongregate web platform and retained all other previous job functions

•	 Evangelized the web and PC gaming platforms to game developers through cold and warm contacts as well as representing the company in prospective meetings and conferences

•	Certified developer contests results (awarding $8,500 in cash prizes to 15 developers monthly) by using dashboards made with SQL queries and internal filters to identify and remove fraudulent ratings

•	Created several dozens of in-game achievements for the Platform’s badges system to drive on-site engagement and crucial player volume necessary for the long-term success of the game

•	Authored documentation for the new for our PC gaming storefront, Kartridge, and cross-trained colleagues on optimized onboarding flows

•	 Provided backup support for the company, assisting with Advertising, Marketing, Accounting, and Product Management tasks when additional support was of critical importance

Project Manager

• Onboarded a share of the virtual goods games onto the Kongregate web platform, ensuring that developers properly integrated required Javascript and REST APIs

• Offered monetization, retention, and first time user experience (FTUE) advice to prospective developers to increase their chances for success on Kongregate’s platforms

• Advocated for developers and players by triaging reports and inquiries to the appropriate internal Product, Engineering, Player Experience, and Design teams on a daily basis

• Coordinated and scheduled partnership promotions with 1st- and 3rd-party developers that drove tens of thousands of players into their games; requested and organized art assets that met our platform specifications & expectations

• Organized positive ROI sweepstakes on top games to drive engagement and monetization. Responsibilities included scouting prospective games, designing and implementing in-game achievements, coordinating art assets for use in site-wide promotional slots, verifying eligibility of potential winners, and shipping out physical and cash-value prizes to players

Production Assistant, Virtual Goods

Location Labs

• Answer Tier 1 and Tier 2 support tickets for services that cater to 1 million+ users
• Respond to social media (Facebook/Twitter) support requests as a top priority
• Proactively contact customers through e-mail or ZenDesk to gauge their interest and satisfaction in the service; doubling as retention 
• Author and post responses to Google Play reviews to help maintain and positively increase the app rating as well as update customers to relevant changes
• Identify post-release bugs or issues and report it through JIRA to engineers and product/project managers for triaging

Customer Support

Rocket Ninja

•	Provided excellent customer and community support through a variety of mediums, including social networks, forums, and e-mail
•	Constructed and distributed community reports that reflects players' issues, suggestions and expectations for the game
•	Authored and refined customer service documentation, FAQs and templates to ensure information is relevant and up-to-date
•	Generated copy and titles for use in advertisement, social media and other publicly-displayed channels, including published news releases and website postings
•	Confirmed in-game bugs and errors in order to create detailed reproduction steps for the Quality Assurance department
•	Analyzed basic marketing and Facebook Ads metrics for the Creative Marketing Director

Community Manager

asknet AG

•	Provided exceptional quality of Customer Service through the handling of incoming and outgoing customer calls, e-mails and live chats; up to 100+ incidents a day
•	Constantly achieved highest marks for completed customer service incident levels on a daily and monthly basis
•	Assisted management with updating CRM templates and FAQs; displayed mastery of RightNow CRM database navigation
•	Initialized and distributed company-wide notifications regarding issues or concerns for Customer Service, Payment Services, Logistics, and Professional Services
•	Served as senior customer service agent for North America region and back-up to Regional Supervisor
• Received training for back-end client support (backup for Professional Services)

Customer Service Representative

Saint Mary's College of California

•	Taught campus-supported software to students, staff and faculty
•	Designed multiple lesson plans to allow other trainers to teach software programs
•	Provided on-site Tier 2 support; responded to classroom emergencies
•	Supervised other Student Trainers; backup to Technology Training Manager
•	Awarded Student Worker of the Year for Training Services in 2007

Student Trainer/Student Manager

Specialties: Project Management | Client Onboarding | Developer Relations | Developer Advocate | Platform Evangelist | Event Planning | Copywriting | Customer-facing Messaging

Project manager with 5+ years of experience in the gaming industry. Guided hundreds of developers through their game launches on Kongregate's gaming platforms as well as provided advice on how to navigate the web-to-mobile and web-to-PC pipeline. Skilled in managing collaborations across intra-company departments and external stakeholders to deliver requests and results on time. 



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