Community and Support Manager (Independent Contractor)▪ Develop and maintain expertise across a range of subject areas, gaining sufficient familiarity with the associated processes to be able to process customer requests accurately and efficiently.▪ Continuous improvement of our self-service portal and knowledge base.▪ Coordinate and support Social and Corporate events to ensure that Hosts are satisfied and that Members are confirmed and are fully briefed on event and arrival instructions, via text, IM, email, phone, etc.▪ Incorporated Lean Enterprise methodology into team workflows and throughout the workspace.▪ Transactional email campaigns and communications.▪ Research Tele Com solutions for future support options.Key Accomplishments:▪ As Revel is still in “Start Up” phase, I’ve filled many roles helping to shed light on blockers in product, policy, and process.▪ Took the support tool (Zendesk) from simply an email resource to a full service support experience, by adding Live Chat Support, Reporting, triggers, outward facing support and knowledge bases, and more.▪ I’ve also taken on the role of Office Manager, Accountant, and Human Resources among other duties.

Major Contributions: Chris Oversees a team of Technical Support professionals and the Community Management group, additionally collaborates directly with product owners, Plant heads, and executives. He assists help and support departments, and provides internal technical support for ultimate accuracy and efficiency. Chris consults for the Customer Support Department, ensures an optimal and productive atmosphere is attained through high standards and strict adherence to policies and procedures. Incorporates Lean Enterprise methodology into his team's workflow and work environment. Facilitated implementation and trained on new Representative Monitoring/Quality Assessment Enterprise Software. ACHIEVEMENTS: Drives quality, efficiency, and general policy adherence that was previously not met. Organization of both of his offices to achieve 3.8 (out of 4) Lean assessment rating.

• Manage a team of Associate Manager level professionals • Manage the relationships with third-party support vendors• Work directly with the product owners, studio heads and executives. • Contract negotiation with third-party support vendors• Managed our help/support site. • Information Security DRI for Guest Experience. • Internal technical support contact for Windows, Mac and mobile apps and OSs. • Tech Ops. contact/collaborator for tools and server updates and outages. • Consult on the Customer Service Department tasks, duties and responsibilities. Tailor service level that best suits the product based on the projected DAUs and market presence. • High volume product, project and people manager, providing strong leadership across all GX teams and representing GX culture in interactions with all partners.• Responsible for AOP forecasting my team. • Negotiate high dollar support plans. • Set the tone for my team, holding them to high standards while leading through clearly communicated direction for strategies, objectives and priorities. • Maintain and prioritize multiple projects to ensure that all deadlines are met • Create process and policy that best influences and/or supports the direction of our department and the products we support • Owned the transfer of support after the acquisition of Lucasfilm• Developed process on compiling data for actionable reports that help guide the development of the products/games/services, that would result in obtaining and retaining guests

• Managed multiple teams of guest facing representatives, in multiple locations, focusing on moderation, general gameplay, billing and technical support. • I developed clear and consistent strategies to achieve the vision of our department. • Identify improvement opportunities• Developed new partnerships with internal customers and external groups to innovate and enable strategies in support of Disney standards. • Leading expert in public policy, laws, industry trends, new technology and upcoming potential concerns or issues. • Identified concerns/issues in pre-production to drive change in product and support with positive outcome for the player and our teams. • Developed appropriate metrics to assess business performance. • Developed strategy regarding frequent, routine communication and meetings to ensure Disney Interactive’s leadership and Customer Service team stayed up to date with conversations and trends in industry and public sector.• Created and executed community events, both virtually and in real life.

• Helped build and maintain a well-rounded team of Technical Support Representatives. • Immersed myself in all of the Disney Online Studios’ products • I successfully learned the workflows to properly troubleshoot any issues that could arise in our games. • Responsible for resolving escalated issues • Worked with Global Security and Legal team on alerts that posed risk to our guests or community as a whole• developed process and compiled weekend reports to keep all members of the Product and Development Teams informed of concurrency and game environments stability while they are out• Took the lead in morning meetings when the team manager was not available• Participated in community meetings by speaking on the Tech Support Team’s behalf• I built and maintained healthy relationships with other departments• Kept up-to-date with known issues and workarounds • Kept informed of new game features and industry updates

• Distribution and tracking of digital media• Provided compilation and audit of product to be delivered for certification to distribution partners• Generation of documentation and metadata meeting delivery requirements• Delivery of submission forms, metadata and product to distribution partners• Detailed knowledge of assigned partners and maintenance of internal documentation of process and workflow• Familiarity with content management systems and project tracking databases with detailed reporting of products and platform support• Manage relationships with sales and marketing groups as well as external content partners • Media types included graphics, audio, games and applications