Jennifer B. Email & Phone Number

San Francisco, California, Us

As the Senior Operations Manager, I managed and mentored the Trust and Safety teams in Player Support while focusing a greater deal on player safety with user generated content, privacy, legal questions, security issues, and advertising concerns. I built on interdepartmental relationships and cross functional knowledge to help with the launch of several key initiatives to reduce risk and exposure for both Zynga and our players.• Collaborated with central technology, game, legal, and cybersecurity teams to provide feedback on the implementation of features and policies to provide an avenue for players to report user generated content while also staying on top of current and developing trends that could disrupt our player communities.• Assisted with the procurement, implementation, and training of a machine learning tool to proactively respond to inappropriate user generated content in over 1,000,000 daily conversations which reduced the number of manual reviews by over 50%.• Drafted and edited responses for Player Support with respect to player safety, privacy, and security concerns raised by players, and provided ongoing training with the Player Support team to ensure retainment of new and existing CS processes.• Managed multiple vendor relationships which included reviewing and negotiating contracts, providing actionable feedback to improve BPO performance and efficiency of vendor tools, and owned BPO and other vendor budgets by reviewing and approving monthly projected and actual invoices.• Partnered with legal, cybersecurity, and central technology teams to assist with the implementation of Zynga’s GDPR and CCPA processes for players and Player Support teams. This also included providing insight with reviewing and editing Zynga’s Privacy Policy, Terms of Service, and Community Rules with ongoing feedback based on customer inquiries.

San Francisco, California, Us

As the Compliance Manager for Customer Service, I established myself as the subject matter expert for highly sensitive areas related to Customer Service including user generated content, privacy, and access to tools and social media accounts. Key focuses included managing and mentoring the Executive Relations, Customer Service Compliance, and Community teams to deliver on key metrics; process creation, implementation, and improvement; actionable feedback from escalations; and acting as the escalation point for partner teams for Customer Service.• Oversaw the procurement and implementation of Vanilla forums to improve the open communication of our players with community managers, moderators, game studio, and partner teams.• Coordinated with public relations, cybersecurity, and game development teams to establish an escalation flow for highly sensitive issues related to user generated content and advertising concerns. • Reduced the churn of recovering login credentials for over 80+ social media accounts by creating a process to centralize the creation and management of login credentials with Zynga’s IT and social media teams.• Provided oversight with access requests for internal tools used by customer service by streamlining the process with onboarding, ongoing access requests, and offboarding.

San Francisco, California, Us

As the Associate Manager, I managed and coordinated the efforts of the Executive Relations Team and Customer Service Compliance team, while focusing on delivering key metrics, actionable feedback from escalations, and improvement of the customer experience in Zynga’s games. Focused on interdepartmental relationships and cross functions to assist with and drive business initiatives related to privacy, Terms of Service enforcement, and process improvement.• Managed and mentored 35 customer service agents by analyzing service levels and other team specific metrics.• Created an ongoing audit process to reduce the exposure of information in shared documents which resulted in the creation of a larger onboarding and offboarding process with vendors.• Collaborated with legal, cybersecurity, game studios, and the central technology team to improve internal systems by reviewing the activity levels of customer accounts in accordance with the Terms of Service.

San Francisco, California, Us

As a Senior Project Lead, I worked on projects and initiatives with assisting our game leads with improving the overall customer service experience and began building a relationship with partner teams to ensure internal processes and policies were documented and adhered to by customer service.• Managed the data opt-out process during the sale of YoVille to Big Viking Games by creating a form, drafting email responses, and coordinating with the development and legal teams to remove users from the transition data.• Documented the abuse process flow for players and customer service agents to improve the player experience and provide feedback to make internal tools more efficient.• Developed internal processes to identify specific customer issues which in turn provided insight on where internal tools needed improvement to further address the needs of our players.

San Francisco, California, Us

• Developed and managed the functional social media strategy for the Customer Service department.• Managed and mentored 85 CS agents through analysis of NPS scores, agent ratings, and customer satisfaction scores• Organized a player outreach program for 1200+ employees to improve customer experience• Implemented social media listening and publishing tool to help drive engagement on Facebook and Twitter and provide actionable feedback to game studios• Produced live streaming shows with game studios to highlight new features and improve game sentiment

San Francisco, California, Us

• Addressed player concerns through executive escalations and Better Business Bureau cases• Implemented privacy process which brought Customer Service under compliance with FTC and EU regulations• Reduced escalations and improved player experience by analyzing daily, weekly, and monthly data including agent communication in Customer Service tickets and trending issues• Developed a team to address high value players through email, chat, and telephone

Saratoga, Ca, Us

• Operated tutorial laboratory by updating and maintaining computer and peripheral equipment.• Assisted students and tutors through the demonstration of online tutorial program and word processing software.• Supervised student personnel through the use of schedules and time sheet management.

Washington, Dc, Us

• Researched public service inquiries through the use of internal finding aids and online sources.• Fulfilled researchers’ requests for collection data by obtaining information through pertinent interviews.• Maintained archival standards through the customization of collection containers for processing.

Sunderland, Vt, Us

• Identified, verified, and fulfilled customer needs for product information through sales techniques.• Increased sales by educating customers about previously unconsidered solutions for their outdoor needs.• Maintained top salesperson status through customized and merchandise displays.

• Maintained brand uniformity by training Customer Service personnel – transactions, complaints, and sales.• Increased sales of camping, sunglasses, and ski accessories through prominent and engaging displays.• Reduced theft of sunglasses by developing and implementing a new inventory system.

Bachelors Of Art, History

Associates Of Art, General Studies