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.• Producing and moderating the weekly developer stream across Mixer and Twitch.• Implementing social media strategies, copywriting across three voices, and executing marketing, PR, and community campaigns.

• 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.