Amy Thiessen Email & Phone Number

"Herald of Patch Notes" "Blog Approval Maestro"

• Leading community and social growth with a team of interns, overseeing content planning, asset and copy creation, scheduling, and active listening
• Advocate and mentor for Interns with weekly syncs providing feedback
• Developed and admin the support system: help site and Discord server
• Overseeing human moderation, reviewing third-party team to ensure brand excellence, and monitoring and reporting on moderation tools
• Copywriting for communications, modules, notifications, and guidelines
• Brand Ambassador and booth management for events: VidCon, TwitchCon

Vancouver, Canada Area

• Working at The Coalition on the Gears of War franchise
• Engaging with the community on the front-lines across social media, advocating for the players with the studio, and connecting their feedback with the development team.
• Co-ordinating and communicating with the studio’s influencer group, including deploying content and media drops.
• Built the studio’s customer support and help site for five products across three brands.
• Daily management of the support team, monitoring ticket resolution, and regulating the internal and external knowledge bases.
• Weekly reporting on tickets, trends, and issues from customer support and social media, and supporting reports on channel and content performance.

• Creating help site articles for 300+ products, content localization, product and article deflection, and responding to daily content requests and inquiries from Guest Support Representatives and Product Specialists
• Coordinating product launches and updates with Product Specialists to ensure preparedness of the help site and team; often predicting trending topics and guest inquiries

• Developing training and on-boarding sessions: including script writing, vocal recording, creating Adobe Captivate projects, and publishing to an internal network
• Maintaining an internal knowledge base, auditing articles and attachment rates, and converting to guest facing content
• Reviewing Representatives' emails, phone calls, and live chats across 13 queues to ensure consistent quality and Disney voice
• Assisting QA with logging, reproducing, and tracking bugs with JIRA

• Re-imagining guest experience by analyzing flexibility for our team of 30+ representatives and leadership, while fostering confidence across 300+ products
• Creation and implementation of a KCS reflective model with an internal knowledge base of nearly 700 articles created by our team prior to launch
• Developed an app emulator for a recently on-boarded product with 50+ contacts per day; originally done as a side project, but has since been included in the knowledge base and is being utilized by reps daily.

• Interacting with guests via phone and email across 13 queues, covering 300+ products
• Inspiring guests via creative responses to their fan mail, interacting with 100+ players in game, and moderating and responding to 50-200 comments on the Club Penguin "What's New" blog weekly
• Trainer for the department; teaching basic phone support, how to handle difficult calls, and product knowledge to groups of 2-10 new hires twice a year

• Created and pitched well-versed articles for the Art & Lit, Entertainment, and Style sections
• Featured in the 'Fangirl Fridays' recurring series and created the 'Work in Progress' series
• Attended conventions as a member of the media: creating content showcasing and reviewing the event, and conducted interviews with celebrity guests and transcribed them

Bachelor Of Arts (Ba), Creative Writing

Activities and Societies: Creative Writing Course Union, Student Newspaper • President of the Creative Writing Course Union (2012-2013) •.

Associate Of Arts (Aa), English Emphasis

Activities and Societies: Word Ruckus • Consistent volunteer and assistant for Word Ruckus • Published in student chapbooks • Produced.