- Led a high performing, customer focused, Live Phone Support team of 12-15 Customer Support Analysts.- First Supervisor hired, assisting Senior Management with the structuring of the CX organization.- Executed weekly performance management, career progression, and team engagement- Led weekly/bi-weekly team meetings to provide high-level communications and information.* Regularly exceeded team KPI expectations such as First Call Resolution (>75%), Resolution Rate (>60%), Average Hold Time (<3min), and After Call Work (<5min).* Worked as the DRI for Standard Operating Procedures on employee recognition and training initiatives.* Designed and implemented 'Battle Buddies': A pivotal training initiative for pre-production analysts to work in small groups with live customer contacts. Leveraging kinesthetic learning to increase business understanding, informational knowledge, comradery, and agent retention.* Onboarded and mentored two Supervisors of Customer Experience.

- Developed and implemented a Customer Support infrastructure (primarily utilizing Zendesk) from the ground up, for a small Mobile Gaming Developer.- Direct Management of the Customer Experience for 3-5 Mobile Games with ~150K daily active users.- DRI on building out the Customer Experience team. Establishing and sustaining SLA’s and KPI’s.- Utilized data and customer feedback to populate trending information for weekly, monthly, and quarterly reporting & analysis.- Acted as the public voice of the CX team. Handling all direct communications with customers on social media and public reviews.- Directly responsible for the transition of information, tools, and knowledge for the Customer Experience team in the company's later acquisition by a Fortune 500 Company in Q4 of 2021.* Successfully worked through and organized an initial backlog of over 5,000 customer inquiries.* Advocated on behalf of the customer, using data, for further development of several back-end tools. Directly improving the customer experience.* Accrued and maintained 5-Star Game ratings for multiple titles on both Apple and Android platforms. With our main title achieving #6 in Game on iOS in 2020.

- Accepted an additional role in November of 2016 managing Business Intelligence data reports and analysis using SQL, Excel, and Tableau.- Actively refined and performed data import and export processes for data analyzation for 5-8 active gaming apps on iOS and Android platforms.- High levels of communication with advertising and marketing teams to provide accurate and expedient business intelligence.