Experience

Defense Acquisition University

• United States
• Defense and Space Manufacturing
• 400 - 500 Employee

• Community Consultant

  • Oct 2022 - Present



Online Community

• International

• Founder

  • Jul 2011 - Present

  One of the largest, most active online communities of it's kind reaching over 200,000 server participants annually. One of the largest, most active online communities of it's kind reaching over 200,000 server participants annually.



Spec: Gaming Gear Hub

• Technology, Information and Internet

• Community Manager

  • Dec 2021 - Jun 2022

  ● Build an online community through implementing creative growth tactics, planning and hosting large gaming events, and interacting with other communities across various platforms (i.e., Discord, Reddit, Twitter, Instagram, and TikTok). ● Manage the community management team whose responsibilities included: attending weekly shift meetings, managing the event calendar, assisting in hosted events, engaging with social media, recruiting members, and engaging the SPEC community. ● Build and iterate on a more detailed job responsibility list. Outline and experiment with Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs). ● Collaboratively build work documents and spreadsheets (e.g., daily goals and shift responsibilities, after action reports, end of day reports, recruited member spreadsheets, and SPEC Discord documentation including: permissions, bots, README, and rules). ● Keep track of metrics of interest to company investors. ● Build and maintain a collaborative, positive community culture through moderation and engagement with the community including disciplinary actions for those who violate community guidelines. ● Manage community discussions related to testing SPEC applications. ● Lead by example and be a brand advocate.



Nugg Club

• United States
• Software Development
• 1 - 100 Employee

• Technical Customer Support

  • Oct 2019 - Mar 2020

  • Solve client technical issues and deliver exceptional customer experiences by communicating with customers in real-time via email, SMS, and live chat; troubleshoot technical issues using multiple programs at once. • Engage in customer listening; analyze customer complaints, concerns, and reasons for cancellation; handle multiple conversations at once, fast at switching gears, patient with customers; speedy with responses while being friendly, clear, and concise while dealing with customers/clients of all kinds. • Provide an overall positive experience with the brand, nudge customers towards desired outcomes, and turn them into brand advocates. • Deliver written solutions to customers and provide feedback to upper management, operations, and marketing teams via weekly written reports. • Available to work all hours; flexible with changing work hours; able to cover coworkers’ shifts on short notice; and overall interested in helping the company while working remotely. • Gain and maintain ongoing scientific and medicinal knowledge of cannabis, regional competitors in the cannabis industry, and local legislative restrictions. • Gain understanding of different software used for Customer Relationship Management (CRM) and communication with customers (e.g., Heroku and Intercom). • Leverage customer communication and relationship management tools to implement improvements to the customer experience and produce regular internal reports on shifting customer needs and attitudes.



University Wireless

• United States
• Telecommunications

• Lead Technician

  • Aug 2015 - Nov 2017

  • Learn and use understanding of hardware to solve issues for clients with mobile phones, tablets, laptops, and desktops. • Explain wireless solutions to customers in simple, easy to understand terms. • Explore individual needs and provide hands-on demonstrations of the latest and greatest technology in-store. • Actively contribute to service and repair knowledge with research and propose methods for improving current processes, procedures, and relationships; develop and maintain up-to-date knowledge of wireless products, accessories, pricing plans, and service features. • Respond immediately to web leads received via phone, text, email, and live chat within allowable response times. • Responsible for overseeing daily operations of the store including communicating with customers, stocking items, troubleshooting software issues, repairing hardware, and collaborating with third-party vendors.



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Retail Sales Associate

  • Aug 2007 - Dec 2015

  • Troubleshoot issues with mobile phone hardware, software, apps, and jailbroken/rooted phones; educate and engage customers through product demonstrations. • Ensure all customers are engaged and that their needs are met before they leave. • Keep written records of customer interactions and transactions using an internal CRM. • Understand and learn how to operate android, IOS, and windows mobile operating systems. Learn to use OPUS CRM for queue management and point of sale data management. Learn about the ever-changing mobile and TV plans and promotions. Learn to read maps of items in-store, to use barcode scanners, and other specialized tools. • Assist in new-hire training; train store associates in using store systems and building positive relationships with customers. • Daily tracking, reporting and general cash management.