Partnered with CEO and CFO to ensure company culture and work effectiveness remained high Functioned as the face, and ears of the executive team and broader employee base Implemented corporate values identified by senior leaderships that transformed a passive workforce into a performance based workforce Led the organization to ramp up capacity to support an 50% growth in demand fueled by new product, improved quality requirements Built a Customer service and community management organization focused on pro-active engagement. Built industry recognized Customer and Community development organization focused on redefining traditional engagement

Functioned as organizations chief contract negotiator.Built a strategic plan to leverage non-traditional User Acquisition channels focused on increased user retention. Strengthened business presence by analyzing, identifying and negotiating partnership agreements.Led improvements at the Board level in governance, business strategies, detailed financial performance analysis, peer comparisons and decision making requirements.Managed site acquisitions, lease negotiations, and construction process through initial office launch.Built a Customer service and community management organization focused on pro-active engagement.

Assembled, developed, and directed up to 300 staff across Customer Service, Community, Virals, Monetization, Marketing, Creative Services, Platform Relations, Localization, & QA in the NC and CA offices. In addition to leading external support, crafted a suite of services and tools aimed at facilitating the work of internal game developers.Built a world-class customer service center from the ground up, leveraging a blended outsourcing model of 40 agents in Arizona and Argentina. Established a 3-tiered structure, with an additional strategic accounts team comprised of the top 5% of user base (generating >$500/month each).Developed and managed UX strategy for Playdom.com, driving changes and testing that led to 5%-10% conversion increases (equivalent to six-figure revenue boosts in a single week) – well above the industry baseline.Championed first-generation social media policy for Playdom.com and Disney Interactive, serving as the driving force behind Legal and Marketing to fully and safely leverage Twitter, Facebook, MySpace, and Apple platforms.Oversaw a team of Community Managers in cultivating user relationships while providing support across a multitude of game-specific fan pages.

Partnered with Head of Engineering to create tools such as a Game Services Admin Tool that empowered authorized administrators to edit tables from any game account in order to troubleshoot user support issues faster.Scaled North Carolina localization office into a $40M operation delivering products in 10 languages. Designed a well-supported simultaneous shipping structure to handle 6 build products and 6 live operating products at once.Developed and productized game monetization platform, used by all 10 game development divisions. Drove extensive A/B testing and modeling to ascertain optimal amount and frequency of in-app sales proposals.Implemented a best of breed, blended support operation using outside the box methodologies to increase user adoption, satisfaction, while simultaneously ensuring cost remain in budgeted guidelines.

Designed and rolled out a robust customer service organization to eliminate a 30,000-ticket backlog and field all future inquiries. Defined internal/external SLAs and scaled 3 groups to 50 SF staff and 300 reps in Puerto Rico.Established a well-trained online community engagement team to start dialogues with 200,000+ Facebook/Twitter users and bloggers.Developed and implemented an anti-hacking tool that deployed countermeasures against violators of pre-set database rules – ultimately eliminating near-six-figure losses per day, particularly from online poker.

Created a 24/7 multi-language Customer Success department using contractors as well as internal 3-tier support specialists to field questions on Billing, Accounts, Technical Issues, and Game Inquiries.Implemented Customer Service QA program consisting of customer surveys, weekly CSR samplings, e-learning exams, and ongoing reporting via Crystal Reports, Excel, and Access to evaluate cost-per-contact ratios against SLAs.Instituted customer "self-support" model, using Jive to build knowledgebase,forums, and in-game chat, significantly reducing reliance on one-to-one support.Project-managed the development of a scalable CRM platform capable of extremely high-volume ticketing. Unified the efforts of Customer Service and Engineering to deliver industry-leading proprietary software.