Experience

Simplicity Consulting

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Program Manager Consultant @ Simplicity Consulting | Microsoft

  • Dec 2021 - Present

  PLAYER CARE PROGRAM MANAGER with Simplicity Consulting GigCX vendor management at Mojang Studios, the creators of Minecraft. Responsible for fine-tuning day-to-day operations, metrics, and reporting; discovered and implemented process improvements opportunities to bring about higher customer satisfaction; program managed efforts that optimize customers experience while enhancing self-help and customer support agent-assisted internal knowledgebase channels for maximum usage • Vendor managed GigCX day-to-day support operations: reduced contact volume costs by 41%; improved 4 critical reports by ensuring they reflected actionable metrics; increased ticket resolve rate from 70 to 85%; decreased time to first response (TTFR) by 50%; reduced ticket rerouting by 10%; maintained customer satisfaction rate (CSAT/PSAT) steady at 85% and sometimes even hitting 91%; improved ticket handling by removing roadblock for agents; and ensured launch readiness surrounding Minecraft Legends Trails & Tales update and Minecraft: Bedrock Edition on Chromebook • Program managed two knowledgebase improvement efforts: created templates for document consistency; improved navigation by 13%, improved document search by 19%, increased user satisfaction by 11%, and decreased document search time by 78% • Audited internal customer relationship management (CRM) tools to verify user adherence to user licensing agreements, safety, and security - improved compliance by 86%; audited 7000+ tickets extracting over 20 actionable trends for customer and agent process improvements; selected and reviewed over 600 Player Moderation tickets and cases containing confidential and sensitive subjects for quality assurance purposes Show less



Swiss Post Solutions @ Amazon

• Seattle, WA

• Sr. Launch Services Manager

  • Aug 2018 - Dec 2021

  SR. LAUNCH SERVICES MANAGER with Swiss Post Solutions (2020 – 2021) NATIONAL OPERATIONS COORDINATOR with Ricoh USA (2018 – 2020) Program managed implementation and readiness for contractual commitments surrounding Amazon’s ever-growing office footprint in the USA, Canada, Mexico, and Brazil which include net news, construction expansions, refreshes, and decommissions types of launches. Primary operational point of contact in managed services operation under Amazon’s fast-paced Global Real Estate & Facilitates organization. • Coordinated and launched over 100 projects comprising of net-new sites and construction expansions for reception and mailroom spaces, adhered to contractual commitments and service level agreements; regularly project managed 7+ launches in parallel, which encompassed, but not limited to staffing, training, numerous supplies, tools and software accesses, layout and design, shipping carrier accounts launch readiness alongside multiple internal and external vendor partners • Created and implemented critical launch tools: launch playbook detailing over 100 individual tasks for successful site launch to ensure proper coordination, tracking, and overall launch readiness; post-launch 360 lessons learned tool that produced over 200 operational opportunities for improvements • Developed several communication tools, for instance over 2500 launch services and onboarding/offboarding knowledgebase documents, comprised of real-time repeatable processes and self-help information for team-wide access and use; a monthly newsletter for the front-line teams that included key information, reminders, and staff recognition; and a communication process for providing various teams with last-minute and critical information about Amazon policies/processes changes/updates • Created the vendor @ Amazon Onboarding and Offboarding Program, consisting of personnel working on the Amazon account for all regions; processed over 1400 onboards and offboards Show less



Coinstar LLC

• Bellevue, WA

• Program Manager

  • Apr 2011 - Oct 2016

  PROGRAM MANAGER (2014 - 2016) SENIOR CUSTOMER LIAISON (2011 - 2014) Critical liaison between Business, Shared Services and Customer Service teams. Served as a trusted point of contact and subject matter expert. Responsible for program management and launch readiness efforts for Coinstar kiosks as well as pilot kiosks. Improved processes and policies through synthesizing data and identifying opportunities that resulted in increased customer satisfaction. • Led implementation of new internal tools for 300+ users, including a customer management system, across 7 teams, and a knowledgebase management system for customer service representatives with 1000+ documents to address complex customer inquiries; increased user satisfaction by 80% over previous systems and recognized by CEO with award at company-wide meeting • Created clear policy around customer refunds and trained agents on execution, reducing refunds by more than 50% ($100K savings) in one year while maintaining the existing level of customer satisfaction • Managed the development of 4 monthly reports from enterprise data and customer feedback for business and shared services teams; delivered reports which included meaningful statistics, current challenges and improvement opportunities • Led the creation and implementation of program management framework to ensure consistent processes across customer service and business teams, cataloging best practices, and leading education and launch efforts for 8+ teams across 4 business units • Supported the launch of 4 new products/ventures using proven customer relationship management framework; implemented process in 6 weeks vs. the typical 9-12 months, enabling business teams to quickly ramp-up, course-correct and determine market viability Show less



Adobe

• United States
• Software Development
• 700 & Above Employee

• Readiness Manager

  • Jun 1989 - Mar 2010

  Summary of positions: -Adobe Systems, Seattle Washington – Readiness Manager -Adobe Systems, Seattle, Washington – Product Information Manager -eCash Technologies, Bothell, Washington - Marketing Assistant -Adobe Systems, Seattle, Washington - Customer Service Specialist -Byte Enterprises, Bothell, Washington - Sales Lead/Office Manager -U.S. Army Southern Command, Corozal, Panama - Training Assistant Summary of positions: -Adobe Systems, Seattle Washington – Readiness Manager -Adobe Systems, Seattle, Washington – Product Information Manager -eCash Technologies, Bothell, Washington - Marketing Assistant -Adobe Systems, Seattle, Washington - Customer Service Specialist -Byte Enterprises, Bothell, Washington - Sales Lead/Office Manager -U.S. Army Southern Command, Corozal, Panama - Training Assistant