Support student ecosystem in the Americas regionManage community support and act as primary point of contact for student inquiries - speaker requests, site functionality, reviewing budget requests, sponsorship, etc.Provide monthly reporting for metrics on student activity and new user onboardingProactively seek areas of improvement, propose and execute on solutions, and own ongoing project efforts to maintain program efficacyWork with Senior Managers to align daily efforts to broader program missionOperate remotely as part of a highly collaborative, distributed team

• Work embedded with Dev/Test team to facilitate triaging of community reported technical issues• Coordinate with other community teams for internal and external beta of AAA titles• Create process documentation and customer facing copy for known issues and potential workarounds• Provide weekly metrics on community sentiment and high-impact feedback to leadership teams

• Manage day-to-day operations of a 24x7 CXP team including performance management and providing on-going feedback to team members• Identifying Coaching/Mentoring Opportunities for team members• Provide ongoing updates around team SAT and Morale• Pull and monitor metrics related to progress against team KPI’s on a weekly basis across multiple service lines• Provide Metric and KPI inputs for MBR and be prepared to speak in-depth to ALL highlights and lowlights• Continuously audit existing processes and systems to ensure effectiveness and program optimization• Provide meticulous documentation and reporting of project status, requirements, and overall performance

• Manage 12/7/365 rotation to cover 80% of all Livesite & Social Media needs of Azure worldwide• Train, mentor, and manage all vendor staff supporting both Livesite and Social Media functions• Implement playbook processes to allow staff to self-serve critical path operations• Coordinate with partner teams in the US to ensure consistent training, communication, and representation for all team members• Identify areasof opportunity to expand team footprint and drive meaningful change within the brand• Work with agents to assign ownership of projects, act as consultant to remove barriers, and hold agents accountable for deliverables• Consult with client and vendor leadership to ensure delivery on critical requests as well as providing regular updates and insights for team KPIs• Assist with copy creation, delivery, and consultation for global customer facing communications about customer impacting events or relevant brand critical issues

Responsible for KPIs for social engagements and customer incident communications.Assisted with launching and running new projects and investigating new areas of opportunity.Responsible for 6-8 direct reports.I was initially promoted to a leadership position in Redmond, and was soon offered the opportunity to relocate to Dublin to support the team there. I accepted and, in Aug 2016, transitioned from Redmond to Dublin to lead out EMEA team for 12 months. During that time, I helped turn around morale in Dublin, brought our team up to benchmarks for Livesite QA, and worked to restore client faith in the program. Our team now consistently hits KPIs for Livesite and Social support metrics, and has delivered on multiple high-visibility projects with great results.

•Outbound Monitoring and listening of the Azure brand and competitor mentions utilizing various dashboards and other tools. •Coordinate all in-bound Azure Support requests and crisis management with the Customer Experience Team, the NOC Engineering team, and the CSS team. •Triage all customer communications through social channels and determine appropriate communication plan and customer resolution path. •Social copy development for all out-bound communication and social posts as required.

• Maintenance of Xbox Community Ambassador program• Build and maintain relationships with internal partners to drive program awareness and participation• Create and manage program e-mail and newsletter campaign• Foster healthy international volunteer moderator community on xbox.com forums• Act as consultant in creation and execution of community projects across social media platforms

• Respond on Twitter and xbox.com forums to customers looking for technical assistance.• Identify, track, and record emerging issues. • Develop metrics and reporting around customer satisfaction and social media impact.• Work in tandem other teams to provide community management and foster a Community Ambassador program.

• Sort and shelve materials and keep them in an orderly fashion• Assist patrons with check-out procedures, basic computer use, and catalog searches

• Grade online coursework and provided tutoring for undergraduate business class of approximately 40 students.• Assisted in skills training of new teaching assistant

• Oversee store opening/closing procedures, including daily cash flow, inventory control, facility security• Assisted in interviewing, hiring, training, and supervising new employees.• Prepared nightly sales reports and deposits