J.A. Laraque Email & Phone Number

Greater Seattle Area

Working with high-touch and VIP players as a support agent. I also provide communication training to keep our team's voice and tone consistent and professional.

Miami, Florida

• Created and managed total social media presence for Obsolete Gamer across all networks, cultivating the company’s public-facing interactions and growing brand awareness; amassed 1 million+ followers across accounts.
• Conducted hundreds of in-person, video, phone and written interviews with prominent retro and modern gamers, including interviews with celebrity gamers, game publishers, programmers and developers
• Led site operations and content creation, providing creative direction for blog articles and on-air interviews.
• Collaborated with previous employer Alienware on select projects.
• Communicated with Gamers, Game Publishers, Game Developers, and other gaming professionals to expand industry knowledge and curated relevant content creation.
• Created surveys posted to the site to elicit engagement and intel from gamers; studied community sites and forums to deeply understand latest trends and desires from players.

Miami/Fort Lauderdale Area

• Content creator for multiple gaming industry websites including, software and hardware reviews, previews as well as profiles and interviews of industry professionals.
• Forums support moderation and community outreach via gaming forums
• Twitch moderation and community engagement
• Video Game support via social media

Pompano Beach

• Quickly learned new proprietary Point of Sale Software system to be able to explain functionality to customers and troubleshoot user issues swiftly.
• Gathered frequently answered questions from users to create a database for internal use that reflected common community concerns.
• Provided support for both the administrative team and customer userbase.

Greater Los Angeles Area

• Brought on to moderate Maple Story Game Community Forums and was soon promoted to Community Liaison for all Gaming Community Forums companywide.
• Evaluated community sentiment and engaged with players to determine common user issues and concerns.
• Utilized Excel and Word to compile and present qualitative and quantitative reports on player sentiment.
• Created templates to address frequently asked questions to reduce the amount of time customer support agents spent responding to customers.
• Moderated forums to uphold strict community guidelines; monitored and recorded instances of cheating to promote fairness between players.
• Wrote knowledge-based articles and edited written content via Zendesk.

North Hollywood, California

• Approached by Producer because of editorial work with Obsolete Gamer; recognized for interviewing abilities and unique interviewee history.
• Interviewed prominent gaming guests on Twin Galaxies live, a segment of Twin Galaxies, an internationally recognized professional organization, community, and social platform solely dedicated to global video game.
• On-air gaming correspondent via Twitch, YouTube and Skype
• Producer for web series and streaming content

Miami

• Gaming Forum Admin and moderator; provided chat, customer service support, and video game support, frequently remotely via Team Viewer and Join.me.
• Collaborated with the Social Media Department to promote awareness and coordinate the branding of the company.
• Wrote all content for the original website, created Wikipedia page, and wrote press releases at company founding.
• Interviewed President and Vice President of the company to create an expansive company profile and regularly wrote articles to increase sales and company visibility.

Miami Florida

• Based on qualitative and quantitative findings within the user community, suggested site changes which resulted in a drastic decrease in time spent interfacing with customers by Support Agents and an increase in online.
• Invited to collaborate with the PR and Marketing Department because of strong community recognition at both live events and within online forums; worked with them to increase visibility of Alienware products while.
• Founding member of the "Critical Issues" team, leading interactions with celebrity and community-facing users.
• Compiled frequently asked questions by users and created the Chat Answer Database to streamline customer support Agent conversations, further reducing time spent talking to customers.
• Spearheaded social media campaigns and moderated all social media channels, interfacing with public forums and interacting with customers.
• Event coordination with the Dell and Alienware E3, CES and Pax event field teams