Tori Park

Senior Content Program Manager at Cypress HCM
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Contact Information
us****@****om
(386) 825-5501
Location
San Francisco Bay Area
Languages
  • English -
  • Spanish Limited working proficiency

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Jared Cummings

During my time at PG Tori was an excellent contributor in the Player Experience (support / community) department. Tori has a strong sense of empathy which allowed her to better serve our players and drive key changes that improved the overall player experience. Tori is also a talented content creator and is capable of holding her own on livestreams, which is a very challenging thing in gaming spaces.

Angela Martin

Victoria is the best audio editor I have ever had the pleasure to work with. She has wonderful insight and I always trust her opinion.

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Credentials

  • Pro Tools 10 Certification for 101, 110, and 201
    -

Experience

  • Cypress HCM
    • United States
    • Staffing and Recruiting
    • 1 - 100 Employee
    • Senior Content Program Manager
      • Sep 2023 - Present

      On assignment with Microsoft & Minecraft Develop and implement new strategies to inform content improvements or team processes to ensure both the Support Team and Agents are best able to utilize content. Collaborate with cross-functional departments to ensure requests for player-facing Support Content are being prioritized effectively Created and revised existing Style Guide to ensure team cohesion across content On assignment with Microsoft & Minecraft Develop and implement new strategies to inform content improvements or team processes to ensure both the Support Team and Agents are best able to utilize content. Collaborate with cross-functional departments to ensure requests for player-facing Support Content are being prioritized effectively Created and revised existing Style Guide to ensure team cohesion across content

  • Self
    • Audio Editor
      • Jun 2006 - Present

      - Produce quality edited audio for a variety of industries with quick turn around times - Edit using both Pro Tool and Izotope RX depending on situation - Produce quality edited audio for a variety of industries with quick turn around times - Edit using both Pro Tool and Izotope RX depending on situation

  • Pocket Gems
    • United States
    • Computer Games
    • 100 - 200 Employee
    • Senior Player Experience and Community Specialist (Social Media, Content, & Community Manager)
      • Sep 2021 - Jul 2023

      Develop and implement effective content communication strategies using ticket, tags, and macro data to inform content improvements or overhauls to ensure that agents are more effectively able to assist players, drive player engagement, and limit new tickets created. A/B tested new ways of disseminating information, such as mini walkthrough videos or quick start images, to both players and agents within the Knowledge Base and on social to ensure multiple learning types were served Successfully grew a TikTok account by 311% within six months and achieved over 1 million downloads in 10 months, through organic content to expand brand recognition and reach, contributing to revenue growth and brand awareness. Analyzed social media metrics, player feedback, ticket data and social listening insights to create and execute successful campaigns and continually improve content strategy. Created and maintained a robust content calendar through Trello and Sprout Social, optimizing team workflow and ensuring consistent delivery of high-quality content, resulting in increased brand recognition and user engagement. Managed a team of 20+ leads and agents, ensuring prompt information delivery and adherence to SLAs and KPIs, resulting in improved customer satisfaction and retention. Improved processes and documentation across the Support Team, ensuring high-quality service delivery to players, resulting in improved customer satisfaction and retention. Fostered productive collaborations between the support and larger game teams to proactively provide the information necessary to create Knowledge Base articles, macros, and response strategies to account for any situations that could arise with new feature releases or with the sunsetting of a feature Created brand guides for tone and messaging for every type of situation that could arise on social or in tickets for any update or issue and proactively updated macros and guides before an update would occur Show less

  • Odoo
    • Belgium
    • Software Development
    • 700 & Above Employee
    • Content Writer
      • Oct 2020 - Sep 2021

      Provided clear and helpful information to customers by incorporating product modifications in customer-facing documentation for three apps. Coordinated with multiple teams to streamline feedback processes and reduce backlog wait times. Produced high-quality videos for multiple educational centers. Utilized Premiere to enhance content's visual appeal, coherence, and effectiveness. Worked with the larger team to ensure delivery of impactful, concise, and grammatically correct content. Created new style guides for improved formatting of release notes to improve readability and engagement Developed over 20 captivating and educational video scripts for onboarding and project implementation, supporting smooth transition and adoption of new features. Show less

  • Revel Systems
    • United States
    • Software Development
    • 300 - 400 Employee
    • Technical Content Specialist
      • Mar 2020 - Jul 2020

      Monitored and modified database of 100+ customer-facing articles by incorporating changes and developments aligned with process updates. Employed HTML to improve customer interaction with knowledge base and content management systems, such as Zendesk Guide, Salesforce Service Cloud, and Knowledge Management CMS inventory. Created a vision for instructional videos to help customers with self-service solutions before contacting the Support Team Monitored and modified database of 100+ customer-facing articles by incorporating changes and developments aligned with process updates. Employed HTML to improve customer interaction with knowledge base and content management systems, such as Zendesk Guide, Salesforce Service Cloud, and Knowledge Management CMS inventory. Created a vision for instructional videos to help customers with self-service solutions before contacting the Support Team

  • Pocket Gems
    • United States
    • Computer Games
    • 100 - 200 Employee
    • Player Experience Specialist (Social Media & Community Manager, Customer Experience)
      • Sep 2017 - Feb 2020

      Developed and executed communication strategies aimed at improving customer sentiment, increasing engagement across social media, Knowledge Base, in-game, and tickets. Created standardized guidelines for brand messaging, providing feedback, implementing changes, and deploying updates to both Knowledge Base and across other brand channels. Collaborated with cross-functional leads on bug fixes and upcoming product releases to provide accurate information to both customers and the larger Support Team to ensure a consistent player experience across content. Developed and implemented a prototype video strategy, Dragon Spotlights, to highlight each dragon's key features, resulting in increased annual revenue and becoming a standard part of new dragon release strategy, and improved product adoption and customer satisfaction. Managed the planning and execution of the large-scale player event, War Dragons Summit, by auditing the venue, curating the guest list, managing invites/RSVPs, organizing swag packages, and being one of the faces of the event, resulting in increased spending and Net Promoter Scores (NPS) among attendees, and a successful event. Ideated and managed player influencer groups by implementing guidelines for engagement and pre-release content sharing to the community, resulting in increased early adoption of new features and dragons, and improved player engagement and satisfaction. Maintained a robust internal and external Knowledge Base to ensure that both agents and players had the most up-to-date information for any game or account issues that might arise. Identified and created A/B tests for new ways of disseminating information, such as mini walkthrough videos or quick start images, to both players and agents within the Knowledge Base and on social to ensure multiple learning types were served Worked to train players on the best ways to submit a Support Ticket and how the backend of Zendesk worked to ensure that their ticket did not get resorted. Show less

  • Lyft
    • United States
    • Ground Passenger Transportation
    • 700 & Above Employee
    • Research Specialist
      • Oct 2016 - Aug 2017

      Conduct in-depth research and analysis on partnerships, product features, and regulatory compliance, producing insightful research decks for key stakeholders and leadership to inform strategic decision-making and drive business growth. Develop and produce engaging digital content such as podcasts, audio digests, and screencasts, leveraging research and data to improve company-wide engagement and knowledge-sharing. Efficiently manage and categorize large volumes of daily data ingestion into an online repository, providing easy access to information for 100+ employees to enhance productivity and streamline workflows. Show less

  • San Francisco Giants
    • United States
    • Spectator Sports
    • 700 & Above Employee
    • Video Board Productions Intern
      • Mar 2016 - Oct 2016

      • Captured high-quality footage during pre-game shows, in-game spots, and press conferences using cameras and ensuring each game break was shot at its highest quality • Recorded and tagged game footage from NBC Sports and national broadcast video tracks with appropriate metadata, player information, and game data for easy indexing and future use • Assisted Remote Field (RF) camera operator as Production Assistant by providing batteries, managing cables, and engaging with fans to ensure smooth production process • Set-up and dismantled cameras at the beginning and end of shifts to maintain equipment and ensure readiness for the next game Show less

  • Sacramento River Cats
    • United States
    • Spectator Sports
    • 1 - 100 Employee
    • Control Room Member
      • Jul 2016 - Sep 2016

      • In-game DJ, including following a script, picking music, playing walk-ups, etc. • Operating LED board with Blaze • Editing and operating in-game CG • In-game DJ, including following a script, picking music, playing walk-ups, etc. • Operating LED board with Blaze • Editing and operating in-game CG

  • KSJS
    • San Jose, California
    • On Air Host
      • Jun 2015 - Jun 2016

      • Host and produce a highly-engaging weekly on-air show, including following a strict schedule, answering phones, logging tracks, and interviewing guests to keep the audience entertained and informed. • Manage and curate content for KSJS Electronic Facebook and Instagram pages, adhering to brand guidelines and engaging with the community to grow social media following and engagement. • Participate in small-scale events, such as new member recruitment and upcoming events, to assist in creating and executing promotional activities to raise station visibility. • Liaise with PR agents and Record Labels to schedule promotional interviews, tickets, and other initiatives to increase listener engagement and grow audience. Show less

  • SJSU Productions
    • San Jose, CA
    • Audio Director, Sound Designer, Producer, Camera Person, Video Editor
      • Aug 2015 - May 2016

      • Worked on "Death is Everywhere" and "A Moment of Your Time" • Edited scripts for "Death is Everywhere" and "A Moment of Your Time" • Wrote, produced, and directed "Princess Central" • Curated and implemented SFX live into a show • Curated and implemented SFX, ambience, and music into a short film during post production • Edited b-roll and video segments to be used in live shows • Worked on "Death is Everywhere" and "A Moment of Your Time" • Edited scripts for "Death is Everywhere" and "A Moment of Your Time" • Wrote, produced, and directed "Princess Central" • Curated and implemented SFX live into a show • Curated and implemented SFX, ambience, and music into a short film during post production • Edited b-roll and video segments to be used in live shows

  • Belmont Iceland
    • Recreational Facilities
    • 1 - 100 Employee
    • Skating instructor
      • Jun 2006 - May 2016

      -Managing large groups and maintaining order to be successful -Working with variety of kids and personalities daily -Preparing kids for testing, competitions, and shows PSA Rated CER B USFS Gold in Moves -Managing large groups and maintaining order to be successful -Working with variety of kids and personalities daily -Preparing kids for testing, competitions, and shows PSA Rated CER B USFS Gold in Moves

  • "By the Bay"
    • San Mateo, CA
    • Technical Director, Audio Director, Assistant Director
      • Aug 2014 - Dec 2014

      • Successful transitions between shots and managing to switch cleanly when given direction • Microphone set-up for 4 different talents, checking levels, and having clean audio pickup. • Edited b-roll and video segments to be used in live shows • Successful transitions between shots and managing to switch cleanly when given direction • Microphone set-up for 4 different talents, checking levels, and having clean audio pickup. • Edited b-roll and video segments to be used in live shows

  • Suspect Studios
    • United States
    • Computer Games
    • Assistant
      • Jul 2014 - Dec 2014

      •Worked in mostly an administrative capacity, which included scanning and filing • Run errands, including mail drop off, buying off a list, etc. • Edited and managed video and audio content produced for some classes at Foothill. •Worked in mostly an administrative capacity, which included scanning and filing • Run errands, including mail drop off, buying off a list, etc. • Edited and managed video and audio content produced for some classes at Foothill.

  • Foothill College
    • United States
    • Higher Education
    • 500 - 600 Employee
    • Music Tech Department Assistant
      • Feb 2014 - Jun 2014

      - Manage a team of 5 studio assistants, which included setting up schedules, ensuring studio coverage from Monday - Friday. - Ensure recording sessions were properly set up, which included setting up equipment and Pro Tools, and provide assistance to allow musicians to record a minimum of 3 complete songs per booked sessions - Manage a team of 5 studio assistants, which included setting up schedules, ensuring studio coverage from Monday - Friday. - Ensure recording sessions were properly set up, which included setting up equipment and Pro Tools, and provide assistance to allow musicians to record a minimum of 3 complete songs per booked sessions

  • the LEGO Group
    • Denmark
    • Manufacturing
    • 700 & Above Employee
    • Brick Specialist
      • Aug 2013 - Feb 2014

      -Interacted with customers on a daily basis. -Able to make suggestions based on small amounts of information -Handled a large volume of cash and credit transactions daily. -Interacted with customers on a daily basis. -Able to make suggestions based on small amounts of information -Handled a large volume of cash and credit transactions daily.

Education

  • San Jose State University
    Bachelor of Arts (B.A.), Radio, Television, and Film
    2015 - 2016
  • College of San Mateo
    None, Digital Communication and Media/Multimedia
    2014 - 2015
  • Foothill College
    Music Technology
    2012 - 2014

Community

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