Amber Freeman Email & Phone Number

Tokyo, Japan, Jp

Tokyo, Japan, Jp

Tokyo, Japan, Jp

Tokyo, Japan, Jp

Tokyo, Japan, Jp

San Francisco, Ca, Us

Operations Consulting - I am not hiring for this company. If you're a recruiter please feel free to reach out to Siteline through their careers page.

San Francisco, California, Us

•Built and managed the people operations team responsible for onboarding, training, office management, company culture, performance management, and benefits management across 3 US offices •Evaluated and launched the company’s first performance management software and developed performance evaluation processes resulting in 100% of employees being evaluated with a standard process for the first time.• Launched 360 feedback, performance check-ins, department OKRs, and eNPS trackingTrained co-founders and managers on hiring practices, performance management and terminations•Fostered an environment of open communication, collaboration, and professional development across the company •As the only female member of the leadership team I drove accountability for diverse hiring, promotions, and equal pay. Launched the first women@ group for Smash.gg • Led the company through their first layoffs and stayed on to reorganize our teams and aid in the transition to a new CEO • Independently pursued and achieved aPHR certification and handled all company HR issues and sensitive material

San Francisco, California, Us

•Led the reorganization of our Partner Success department including Sales, Customer Support, Community Management and E-Commerce teams • Established metrics based OKRs for teams and individual contributors • Established cross-team communication processes to foster collaboration and accountability •Worked with the Customer Support Lead to launch and scale the offsite PT Support Team that went on to maintain a ~98% CSAT score

•Conceptualized, organized, and launched JIRA Service Desks used to manage incoming requests for the Global Learning Team’s 30k+ network of users•Developed and executed JIRA, LMS, and process training for regional leads and teams around the globe•Managed the relationship of several international BPO Learning Managers, tracked compliance metrics, curriculum completion, and performance metrics. •Performed in person site evaluations at BPOs in India and the Philippines •Hosted learning conference in the Philippines with ~25 learning managers from around the globe•Trained and collaborated with international Learning Managers across Uber to create standards, audits and goals as they develop eLearning curricula for regional support•Built robust systems reporting and analytics across multiple tools and platforms•Managed system integration for onboarding employees and partnered with IT and People Operations to improve processes

•Co-managed the West Coast launch of Uber’s first Support Team•Scaled off site support from 3 to 600 in roughly 6 months, including hiring and training•Scaled on-site team from 2 to 18 in 6-8 months•Managed teams of 25+ support agents in multiple locations and regions•Developed performance management and metric development for Uber’s NorthAm Support teams leading to increased CSAT and reduced TPH• Implemented and managed performance tracking, templates, and tools used by multiple regional teams •Led contact reduction, CSAT improvement, and handle time reduction initiatives

•Collaborated on local promotions and community events such as Uber Ice Cream and Uber Christmas Trees on Demand•Managed campaigns and partnerships targeting new rider acquisition for Northern California

San Francisco, California, Us

•Trained and managed a team of full time employees, off-site contractors and BPOs•Managed BPO workforce relationships•Coordinated multimillion dollar marketing campaign with Hasbro and international Community and Marketing teams•Provided data driven reports on growth, engagement, and reach of marketing campaigns

San Francisco, California, Us

•Was the first Community Manager at Zynga•Managed Community Teams for several of Zynga’s top franchise games •Increased engagement on the Zynga Poker Facebook page with growth to over 60 million followers •Managed community forums and moderation team responsible for gaming community with over 30k posts per day Analyzed customer data and feedback to deliver recommendations on to product and marketing teams. •Pioneered user generated content across multiple game studios resulting in 30% increase in revenue compared to internally generated content

San Francisco, California, Us

•Developed and launched support processes, metrics, and management for Zynga’s first virtual world game.•Pitched and launched Zynga’s first Community Management Team•Hired and managed Support Reps, Forum Moderators and Community Managers.