Focused on supporting teams to produce creative solutions to customer challenges and business needs. I have 9+ years of project management and 5+ years in games working on complex programs, collaborating with Product Management, Engineering, Marketing, User Experience, and Quality Assurance.Project Highlights - Operational support for the launch and adoption of Prime Gaming’s suite of detail pages, increasing claim intent by 35%, a 20% increase in overall claims and decreased operational bandwidth by 50%. - Created Service Level Agreement for TAMs, increasing campaign capacity by 20% and reducing internally created bugs 20%. - Partnered with Business Intelligence and the Customer Service team to create Tableau dashboards and updating Customer Service SOPs and documentation to address customer impacting issues, reducing total open tickets by 90%, ticket escalations by 80%, and ticket age to under average 7 days. - Developed the Workforce Management (WFM) program to deliver forecasts, schedules, reporting and inputs for capacity planning for up to 1,000 employees globally. - For the AV Support team, reduced ticket open times by 50% and increased service levels by almost 20% through the creation of a forecasting and scheduling model