Customer Experience Mapping Tasks: (Tools: Lucidchart - Miro – Figma – Adobe XD)• End-to-end delivery of customer journeys through visual mapping to provide the best customer experiences, while aligning each project to their KPIs. o This includes work on go-to-market games, live games, in-game experiences, live events, and internal process mapping. • Risk mapping assessment and recommendations to improve the player experience and catch any potential issues our customers may encounter. • Analyze customer data and present insights/recommendations to major stakeholders. • Create customer experience mapping and insights to standardized experiences and set data benchmarks. Project Management Tasks: (Tools: Smartsheet - Excel - Qualtrics) • Engaging with cross-functional business owners to deliver experience maps and capture all needs of the teams involved in execution. • Owning the customer experience and providing visibility into what each team across the business is working to achieve.• Owning the customer survey design, execution, and reporting.• Created and owned Customer experience library to archive all maps and presentations.

Product and live operations support • Implemented and managed the 'Newsfeed' (in-game source for all communications) in VEGA Conflict. • Raising engagement while actively updating and optimizing the feature through Braze and WordPress. Hyper-targeting life cycle Marketing • Created weekly marketing emails for special in-game events. • Created all re-engagement campaigns. Creative content • I Concept all creative material in relation to new features and content releases, creating community interest and increasing player content adoption rates. Community engagement • Managed the forums, moderators, content creators and preview server groups. Weekly reporting on player sentiment and areas of improvement.

• Created monetization strategies to best optimize revenue and player engagement.• Analyzed and maintained KPI's and game economies. • Demonstrated ownership of the product, and seek out process optimization opportunities.• Lead and assisted on feature development, roadmap planning, content design, data analytics, and revenue expectations.• Mentored and trained fellow team members to meet business needs.• Daily use to Tableau to monitor hard and soft currencies, formulated monetization plans based on data and understanding of the product.

• Manage the execution of in game events to improve monetization, player engagement, and overall customer satisfaction.• SQL knowledge and daily use to pull data for analysis provided to our team and the company for reporting. • Assisted in Roadmap Planning and lead on new content releases from conception, execution, and analysis of performance.• Trained and mentored every Live Ops Associate assigned to my team. • Help the studio/game team meet revenue targets through both standard practices and innovative ideas.• Interact with the community in-game, on the forums and through social media channels.• Identify and report new game issues that impact our players.• Respond to player issues quickly and consistently through a variety of support channels (forum, online CRM, social media).

Maintained a safe, well organized work environment. Utilized help desk ticketing system to track work requests. Inspected facility for safety and security issues. Maintained relationships with vendors. Managed repairs and set up conference rooms and work spaces. Collaborated with IT department to troubleshoot and maintain computer equipment.• Successfully managed merger of San Francisco and San Carlos offices, ensuring efficient operations.• Built out server rooms, racking and staking of equipment, installing UPS, and connecting equipment.• Collaborated with Safety Committee to create facility emergency plans and fire evacuation maps.• Consulted with employees to identify and install ergonomic equipment for employees with special needs.

Managed facility operations for 1,300+ employees in three buildings. Set up special events and organized offices and workstations for new hires and moves. Managed service vendor relationships. Collaborated closely with IT department.• Rewrote processes to improve efficiency and productivity, saving money.• Created new organization and maintenance systems for storage rooms, better utilizing space.• Utilized computer-based help desk ticketing system to identify and resolve workstation issues.