Janessa Nash Email & Phone Number

Seattle, Washington, United States

- Manages a team of Technical Leads & Top VIP Ambassadors that provide day to day support for our highest value players - Monitor and report key metrics regarding performance and productivity, as well as Player challenges across the organization and to senior leadership- Ensuring we are abiding by GDPR / CCPA compliancy practices - Supports the launch of new and future apps and develops processes and training to support all levels- Communicate player issues/concerns/feedback to engineering and product teams to foster collaborate across multiple global studios to develop solutions to better serve our top Players- Establish and trains new hires on new process and guidelines across apps and feature launches- Develop and implement practices for hiring, training and performance management- Establish and constantly strengthen customer and solution focused culture – proactive customer engagement, not just reactionary- Constantly identify, evaluate and prioritize new methods of providing service, including technology and process innovations insourcing vs. outsourcing, automation, self-service

Seattle, Washington, United States

* Manages stakeholders deliverables and ensures that they match and exceed branding and creative brief requests and expectations* Atlassian Product Support - Advance Jira Administrator migrating company from Server to Cloud. Creates custom unique experiences and templates across multi-teams. Confluence documenter for workflow and updates.* User Acquisition, User Retention, Channel Engagement and App Store Optimization cross departmental project coordination and support.* Establishes best process and procedures, meeting with each party to ensure needs are met* Builds and hosts reference guides on Confluence and hosts Team Updates to cascade information or changes in process and flow.* Preemptively identifies any blocks or issues along the way and work with all parties to create ease.* Connects Copy with Art with Audio with Video on any given project.* Establish consistency between, templates and documents while reviewing deliverables match the required task. * Facilitates feedback loops and edits requests prior to Product Owner to correct final campaigns.* Encourage open communication and transparency between teams.* Designs promotions and campaigns for Channel and Social Engagement. Posts attain high likes and comments direct from players and are used repeatedly.* Created new corporate multi-lingual, global cross-collaborative T-Shirt!!!

Greater Seattle Area

Creates and revises daily infographic that translates the current technical issues into a more visually appealing presentation to allow a quick overview for Agents. Cascades throughout company for cross-departmental transparency.Personal Ambassador to top spending accounts. Training new hires on workflow and best practices. First line of contact for all players, as direct liaison between the player, and the game via email support. Advocating an exceptional player experience while giving a voice to gamer's technical, procedural or payment concerns. Troubleshoots and user tests 3 specialty apps and manages escalation queues. Able to identify common themes or repeating trends. Exudes empathy through template personalization and efficiently turns negatives to positives.

Greater Seattle Area

Creates wide range of promotional, branding material: Brochures, banners, guidebooks, business cards, logos, stickers, posters, t-shirts, album covers & music videos. Gaining clients through social media and classic word of mouth. Digital portrait caricature artist. Executed augmented reality attributes within print material.

Surrey, Bc

Product expert for Mitchell International Software implementation for a province-wide software upgrade. Guided staff & vendors through work flow & procedural changes. Troubleshooted errors as initial technical triage, aiding in ticket logging, escalating to appropriate analysts while tracking trends.

Surrey, Bc

Provides first point of contact for customers who have been in a vehicle accident. Initiates and generates claims effectively leading cases through all stages of investigation, evaluation, liability resolution and vehicle repairs, successfully assigning higher risked files accordingly to the appropriate segmentation. Miscellaneous hub of all customer inquiries from policy and coverage explanations to calculating premium increases due to liable accidents. Acted in a role as coordinator to aid in tier 2 escalations, training and onboarding new hires and providing claim quality management.

Surrey, Bc

Co-produced ‘The Admin Exchange’, a monthly, province-wide newsletter of process updates & peer recognition. Preformed reception & mail room duties: Document tracking, bill payments, customer or vendor reimbursements, file retention & letter packages.

Vancouver, Canada Area

Successfully completed internship of 150 hours resulting in contract. Assist VP of Branding in execution of design concepts for MET Fine Printers and CANstruction Vancouver ranging from convention and event banners to corporate business cards. Design, prepare & code variable data templates for a wide range of marketing products, (stationary, packaging and promotional items for various industries: real estate, restaurant, administration.) to aid in the revamp and expansion of MET 2.0.

Richmond, Bc

Held multiple temporary assignments in various departments including claims, payments and medical fields. Detail oriented data entry with exceptional accuracy and speed to decrease backlog due to a system upgrade. Prepared confidential claimant records and reports and medical rooms for specialists.

Richmond, Bc

Order fulfillment processor for best selling book promotions to vendors in Western Canada. Mindful of ever-changing priorities as product is time sensitive. Handled customer re-orders and inquiries in a pleasant, charming phone manner. Prepared daily cheque deposit, statements and invoices for Western Canada vendors.