Emily Turner Email & Phone Number

North Olmsted, OH

North Olmsted, OH

* Instrumental in the planning, design, implementation, and management of intranet used by 4000+ users/day across 85+ facilities and 5 business groups, working closely with senior leadership to develop resources for multiple departments* Developed several web-based applications for company intranet using Javascript/jQuery, PHP/MySQL, JSON, AJAX, including.

South Euclid, OH

Cleveland/Akron, Ohio Area

* Blackjack, Three Card Poker, Ultimate Texas Hold 'em, Let it Ride, Texas Hold 'em Bonus, Mississippi Stud, Four Card Poker

Glendale, CA

• Hired, trained, and managed department of 4 English and 6 international language CS reps across three virtual world properties
• Performed technical troubleshooting and quality assurance of user accounts and gaming world in multiple desktop environments; worked with QA, production, and programming teams to resolve user technical and account issues
• Identified problem areas in systems related to user experience/customer support and worked with managing producers to implement new procedures, systems and workflows with proposals, wireframes, analyses of impact, and.
• Created written customer service policies, procedures, and full training documents covering 75+ unique user service situations for all three Nick virtual world properties, including full reference materials for.
• Wrote over 500 scripts currently used by multiple service teams, as well as hundreds of user-facing knowledgebase entries
• Expanded CS department from covering one Nick virtual property to three, totaling 30+ million active users, including international support in 6 languages

Glendale, CA

• Provided support to Neopets virtual world users, averaging 700-900 emails sent per day
• Trained on 30+ systems to investigate cheaters, scammers and hackers
• Assisted marketing department, managing in-store merchandise customer supportSkills: Problem Solving, Customer Support, Typing and data entry, Writing

* Compiled complete inventory list using Microsoft Excel* Designed company website using Adobe Fireworks and Dreamweaver* Strengthened customer service and retail management skillsSkills: Microsoft Office Excel, Customer Service

Cleveland/Akron, Ohio Area

* Audited daily transactions and store inventory* Ran all daily business operations (opening/closing/inventory management/bank transactions) on days I was only employee working* Strengthened phone and on-the-floor customer service skills* Participated in the planning and implementation of weekend children's programsSkills: Customer Service, Event.

B.A., Psychology, Literature

Activities and Societies: Photographer for student newspaperPhi Beta Kappa, Summa Cum Laude, University Honors in Pyschology, graduated in.

Certificate, Technical Writing