Becca Levandowski Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

• Created and maintained monthly and quarterly feedback sentiment analysis reports that were shared with stakeholders across the company.• Championed sensitive feedback from underrepresented communities to internal stakeholders and worked cross-functionally with customer facing teams to create empathetic and sincere messaging to the community. • Assisted with and then became a major stakeholder and decision maker for a program to replace UserVoice as the main community feedback system for Twitch. Worked daily with overseas vendors and an internal engineering team to drive technical and product decisions along with UI design. • Engaged with social media emergencies and consulted on best ways to communicate with the community when faced with difficult conversations the company needed to have with our Creators. • Worked cross functionally with Go-To-Market, PMM and PMs across Twitch on Experiment messaging and Product launches. • Created a process to prioritize and leverage community feedback concerning what tags should be added to the site. Managed community submitted tag approval process across multiple teams (Safety, Comms, Legal, and Localization) and worked to keep an open and transparent conversation with the community during this launch through UserVoice.• Created and executed on a yearly and quarterly Social Feedback Roadmap and Goals.• Onboarded and managed two direct reports who focused solely on UserVoice and Community Feedback. • Led a team of up to five specialists across different teams and kept them accountable for their KPIs and helped them seek out growth opportunities. • Assisted with community management on r/Twitchcon subreddit. • Supported the TwitchCon Cosplay contest starting in 2018. This including managing talent, maintaining judging schedule, email support and communication with contestants, backstage organization/management, and being an extra set of hands when last minute fixes were needed on contestants cosplays.

San Francisco, California, Us

• Became the only Specialist to focus on UserVoice at Twitch and really was able to focus on customer feedback. • Championed feedback with PMM and PM teams to make sure Twitch's users feedback was heard. • Assisted the @TwitchSupport Twitter team during high volume days where an extra hand was needed. • Worked cross functionally with Go-To-Market, Comms, Legal, Marketing and Product teams during launches to make sure messaging was aligned. • Navigated multiple social media emergencies with customer facing teams to make sure we were creating empathetic and as transparent as possible messaging to our community.

San Francisco, California, Us

• Assisted with creating an Onboarding Program to pair new Specialists with tenured Specialists to help welcome them to the team and have a resource to lean on while they are undergoing all the team trainings. • Created and maintained a "Good Feels" Program to share positive customer feedback that was highlighted in a weekly Company All Hands and our Customer Experience team weekly. • Chosen by my Manager to work on UserVoice (Community Feedback Site) as the only Admin specialist from Customer Experience. Focused mostly on organizing, moderating, and responding to past posts from the community. • Focused on and created SOP for Account Take Over Fraud. • Maintained expected KPIs and had a positive NPS score. • Worked with Product and Marketing teams to understand customer feedback and expectations for product launches. • Championed mental health benefits and worked to check in with team members especially during the pivot from in office to remote work during quarantine.

San Francisco, California, Us

• Specialized in Purchase and Fraud Support • Interviewed and Onboarded many Specialists while the team was experiencing explosive growth from 2019-2021• Created and maintained Purchase and Fraud Training for new Specialist and was seen as a go to member of the team to assist with complicated customer issues• Worked with Product teams to understand user impact for Commerce launches such as Subtember, iOS Sub Tokens and Drops • Maintained expected KPIs and held high NPS numbers.

Cupertino, California, Us