Experience

Bethesda Softworks

• United States
• Computer Games
• 400 - 500 Employee

• Sr. Global Program Manager, PMO

  • Jan 2021 - Present

• Sr. Global Readiness Manager

  • Jan 2018 - Jan 2021

  Happily supporting the talented teams at Bethesda Game Studios, id Software, Arkane Austin, Arkane Lyon, and MachineGames.Partner early and often with Executive leadership, Business leads, and Production teams from across the globe. Ensure the successful preparedness, tooling, and support of triple-A, multi-million dollar products and Services.A primary POC for Support engagement and best practice across the BusinessBuild and maintain meaningful relationships with Executive leadership and Product Owners across all verticals Production, Sales, Marketing, PR, Community, and Support (green light approval through post-launch sustainment) Develop documentation to ensure foundational readiness planning and Support. Closely partner with international Business units and 3rd Party providers across North America, Europe, and Japan Evangelize need and draft requirements of technologies, tools, and integrations that are necessary for the team to provide high-quality support of the productEstablish and captain multi-discipline ‘War Rooms’ to facilitate communication and ensure swift action during product launch initiatives and change eventsUtilize internal CRM Analytics and/or BI partners to develop actionable 360 reporting to demonstrate value and opportunity to Business leadersSuccessfully managed more than twenty-four major, triple-A product launches and numerous content updates, tool integrations, hotfixes, and patches Show less

• Global Project Readiness Manager

  • Dec 2014 - Jan 2021



ZeniMax Online Studios

• United States
• Entertainment Providers
• 400 - 500 Employee

• Global Vendor Manager, Customer Support

  • Feb 2014 - Dec 2014

  Facilitate, direct, and manage, BPO Customer Service operations in preparation for the launch and support of the massively multiplayer online game, The Elder Scrolls Online Manage multiple BPO vendors and contact centers across eight sites within the United States, Portugal, and Germany encompassing 2200 Support agents Responsible for process, policy, reporting, and efficiency maximization efforts Facilitate, direct, and manage, BPO Customer Service operations in preparation for the launch and support of the massively multiplayer online game, The Elder Scrolls Online Manage multiple BPO vendors and contact centers across eight sites within the United States, Portugal, and Germany encompassing 2200 Support agents Responsible for process, policy, reporting, and efficiency maximization efforts



Bigcommerce

• United States
• Software Development
• 700 & Above Employee

• Director, Self-Service Strategy & Community

  • Jul 2013 - 2014

  Own Self-Service and Community, roadmaps, and deliverables. Drive CS contact deflection rates while improving satisfaction and community engagement via best practice, UX/UI ergonomics, Issue submission workflow improvement, KCS methodology, Peer to Peer support, IVR management, and Community sentiment improvements. Drive to improve target KPIs surrounding Self-Service Rate, Contact deflection/avoidance, Redesigned Support website, incorporating substantial ergonomic improvements, content quality, and Support best practice. Substantial improvement to Customer experience resulted. Designed and implemented multiple reports to track and measure site performance via Google Analytics and proprietary self-service toolsets Closely partner with Executive leadership, UI design, Front/Backend development, and third party application developers Reduced site bounce rate from 40% to < 15% Show less



Electronic Arts

• Brazil
• Software Development

• Product Manager - EA Mobile | All Play, Play4Free, Pogo, Playfish (WWCE)

  • Dec 2011 - Jul 2013

  Proactively approach, evangelize, and collaborate with multiple (Free2Play and Mobile) Development Studios, leadership, and external Business stakeholders.Core focus surrounds product quality, launch readiness, contact avoidance, deflection, Self-Service, toolsets, platform technology, preparedness, Analytics, 360 feedback, and Value Based Support.

• Sr. Program Manager, Product Recommendation Programs, Revenue & Retention (WWCE)

  • Apr 2011 - Dec 2011

  Conceptualize, develop, and execute strategic revenue generation and Saves programs across EA support channels and purchase flows. These programs utilize workforce, technology, promotions, and suggestive selling techniques to incentivize purchase of EA products and services.

• Manager, Self-Service, EA WorldWide Customer Experience (WWCE)

  • Mar 2009 - Apr 2011

  Responsibilities include the management of various EA Support channels, proactive support methodologies, and associated teams. These teams facilitate global knowledgebase content development/management, training curriculum, support interface design/implementation, “Cloud” support initiatives, IVR routing/messaging, and game forum TOS moderation. Additionally, this role owns and manages the global consumer experience for Electronic Arts Customer Support.



NHN USA, Inc.

• United States
• IT Services and IT Consulting

• Unit Leader, Director, Customer Support/Quality Assurance

  • Aug 2006 - Nov 2008

  Cost-effectively design, facilitate, and manage CS & QA operations for the U.S. subsidiary of Asia’s No. 1 online game/search provider (NHN Corp., Naver.com). This global operation is responsible for local and outsourced (Free2Play) support surrounding billing, technical support, in-game support, account administration (compromised accounts), community (forum moderation/weighted survey feedback), and further solidifying industry best practice. Cost-effectively design, facilitate, and manage CS & QA operations for the U.S. subsidiary of Asia’s No. 1 online game/search provider (NHN Corp., Naver.com). This global operation is responsible for local and outsourced (Free2Play) support surrounding billing, technical support, in-game support, account administration (compromised accounts), community (forum moderation/weighted survey feedback), and further solidifying industry best practice.



Electronic Arts, Inc

• Operations Team Lead, Customer Support

  • Jun 2002 - Aug 2006

  Managed In-Game Support team (GMs, EAReps) which utilized both local and outsourced operations. This CS operation was responsible for cross-platform game support and Terms of Service/Rules of Conduct enforcment surrounding Ultima Online, The Sims Online, Earth&Beyond, Battlefiled 2, EA Sports Online, and Pogo.

• Quality Assurance

  • Jul 2001 - Jun 2002