Jessica Jewel Elmore-Snider Email & Phone Number

Bellevue, Wa

Seattle, Wa

*Worked collaboratively with all departments to ensure timely approval and delivery of systems and assets*Producer for two Sprint teams*Wrote and amended internal policies and procedures for our project(s) and studio*Maintained meeting scheduling for all teams*Worked as a liaison between Production and all other teams in the building, as well as with global teams*Created weekly, and monthly reports for the department*Worked with specialized programs and tools such as: Confluence, JIRA, Perforce, XMind, and the Adobe Creative Suite

Seattle, Wa

*Worked collaboratively with all departments to ensure timely approval and delivery of systems and assets, in an Agile Scrum environment*Acted as ScrumMaster for two Sprint teams*Wrote and amended internal policies and procedures for our project(s) and studio*Maintained meeting and playtest scheduling for all teams*Worked as a liaison between Production and all other teams in the building, as well as with global teams*Created daily, weekly, and monthly reports for the department*Worked with specialized programs and tools such as: Hansoft, Confluence, JIRA, and the Adobe Creative Suite

San Francisco Bay Area

*Oversaw a team of 8-25 Customer Support Representatives*Oversaw a team of 7-12 remote volunteer Moderators*Helped with hiring needs of Support department, and sat in on interviews for other departments*Wrote and amended policies and training procedures*Supported and mentored team in policy, procedure, and technique*Created and maintained schedules for the team*Made sure all rulesets and legal documentation were accurate and within guidelines*Made sure all new policies and procedures fell within our rulesets and legal documentation*Responded to high-level (escalated) player inquiries and concerns, through in-game interaction, forums, and ticketing system*Worked as a liaison between the Support team and all other teams in our office, as well as globally*Worked closely with all other teams to provide the most current and correct information directly to our player base*Created and tracked KPIs and other metrics for the Support department*Created daily, weekly, and monthly reports for the department*Worked with specialized programs and tools such as: JIRA, Confluence, Kayako (Fusion), Basecamp, SmartSheets, tableau, and Sharepoint*Acted as the sole forum administrator for the NA server (5 forums-- all using IPS software)

San Francisco Bay Area

*Oversaw a team of 8-12 Game Masters*Oversaw a team of 5-10 remote volunteer Moderators*Coordinated, oversaw, and scheduled all hiring needs for the department*Wrote and amended policies and training procedures*Supported and mentored Game Master staff in policy, procedure, and technique*Created and maintained schedules for the team*Made sure all rulesets and legal documentation were accurate and within guidelines*Made sure all new policies and procedures fall within our rulesets and legal documentation*Responded to high-level (escalated) player inquiries and concerns, through in-game interaction, forums, and ticketing system*Worked as a liaison between the Game Master team and all other teams in our office, as well as globally*Worked closely with all other teams to provide the most current and correct information directly to our player base*Created and tracked KPIs and other metrics for the Game Master department*Created daily, weekly, and monthly reports for the department*Worked with specialized programs and tools such as: JIRA, Confluence, Kayako (Fusion), Basecamp, and Sharepoint*Acted as the sole forum administrator for the NA server (3 forums-- all using IPS software)

San Francisco Bay Area

*Worked directly with the player base to ensure that our environments are safe for 13+ age group*Responded to customer inquiries and concerns through in-game interaction, forums, and ticket system*Reviewed in-game reported infractions, as well as forum infractions to ensure a safe, fun, and fair environment for all players*Worked closely with all other Support, Customer Service, and Production teams to identify and solve the most pressing known issues for the game and forums*Participated in regular employee-player events*Worked alongside the Community Management team for events processing and Clan management

Bachelors, Liberal Studies (K-5 Education), Studio Art

Printmaking