Joey Thompson Email and Phone Number

My chief responsibilities as Chronus' content manager were to maintain the company's internal and external knowledge bases while also providing assistance and guidance to colleagues with any difficult or time-intensive endeavors required by their clients. I also work directly with the Product team to train the Customer Success and Sales teams on new tools and features prior to their release before deploying communication about these updates to clients.Other tasks included:- Managing large projects with external vendors, such as platform localization for new languages and video content development- Providing customer support assistance for difficult situations and program configurations- Training internal new hires on how to use the software and teaching colleagues how to accommodate complicated program needs- Creating internal and external training material for colleagues and end users of the software

As the first senior implementation project manager at Chronus, I onboarded the company's most high-profile clients, including leaders of different global industries, Fortune 50 and 100 companies, domestic and international governmental agencies, and some of the most well-known non-profit organizations worldwide.My other chief responsibilities included:- Incorporating and designing the frameworks of new technologies used by the company to improve day-to-day operations- Liaising between all departments within the company, including Product, Legal, Sales, and Engineering- Reworking and refining internal playbooks, policies, and procedures used by Customer Success as a whole- Providing guidance and support to colleagues for clients with complicated program needs- Designing and incorporating software improvements that affected the product while also improving internal efficiencies- Interviewing and hiring implementation specialists to grow Customer Success' implementation team

As the first dedicated implementation project manager at Chronus, I guided and defined how the role operates within Customer Success while also onboarding new clients who purchased the software.My daily tasks consisted of:- Designing mentoring, coaching, onboarding, and sponsorship programs for clients based on their organizational goals and culture across a wide range of industries- Instructing new administrative users of the software on how to perform daily operations to keep their programs healthy and active- Assisting colleagues from multiple departments with software-related inquiries- Documenting and refining the processes and procedures I developed for the role- Providing HTML and CSS assistance for clients to help them achieve their visionary goals within the software

I operated as a community/customer relations specialist for the mobile games Paradise Bay and Rise of Tyrants.My primary responsibilities included:- Managing product Facebook, Twitter, and Instagram accounts- Moderating the official forums for both products- Answering customer inquiries using Zendesk customer service software- Writing and delivering bi-weekly reports to stakeholders regarding community sentiment- Engaging with and assisting players through various social media channels- Reporting results of user experiences during and after test campaigns- Maintaining and designing self-help support articles- Identifying and reporting player impacting events to stakeholders- Investigating and testing potential bugs reported by players- Conveying upcoming changes and game content to external support agents

I led the customer support team for the PC MOBA game Gigantic during its late alpha and early beta phases.My principal tasks consisted of:- Designing and implementing policies for customer support, game security, and monetization- Redesigning the content and layout of the support website as needed- Writing and publishing self-help articles for the support site's knowledge base- Training local and outsourced agents on answering support tickets and interpreting policy- Writing reference documentation regarding support's goals, policies, and procedures- Addressing player inquiries through support tickets, social media, and voice chat- Performing routine quality control checks and provided agent feedback- Composing standard responses for agent use in support tickets- Drafting and delivering weekly statistics reports regarding department's productivity

I served as a top tier customer support agent for the computer games Guild Wars and Guild Wars 2. By industry terminology and standards, I acted as a Lead Game Master for Guild Wars 2 and the Head Game Master for Guild Wars.Some of my key responsibilities included: - Managing, training, and providing feedback for agents- Writing internal policies and procedures- Maintaining a public presence for the support department both in-game and on the forums- Serving as liaison for the legal department for issues related to DMCA violations- Addressing sensitive/difficult issues filed by customers- Utilizing Agile software to establish and organize internal structure for the support department- Conducting investigations regarding violations of the User Agreements- Testing and analyzing new content for potential issues before its public release

I operated as an overnight supervisor for agents addressing tickets submitted by customers for the computer games Guild Wars and Guild Wars 2.Some of my daily tasks are listed below:- Managing teams of agents both locally and internationally- Creating standard responses for agent use to increase productivity- Identifying and handling critical errors and outages relating to the games and their online servers- Developing methods to curtail account theft and other illicit activity both in and out of the games- Reviewing and refining policies, processes, and procedures for handling support tickets- Filing bug reports with repro steps for quality assurance to track and address

I served as a tier two customer support agent that addressed inquiries filed by customers for the computer games Guild Wars and Guild Wars 2. My key tasks included: - Answering customer inquiries (account, gameplay, payments, technical)- Assisting customers with retrieving their account credentials- Training incoming agents on how to efficiently answer and document tickets- Updating internal documentation to reflect current policies

As a student associate, I performed a variety of secretarial duties for the Department of Germanic Studies while completing my degree at the University of Texas.My daily routine consisted primarily of:- Entering financial and other quantitative data into reports- Answering phones- Keeping office supplies in stock- Providing direction and assistance for visitors to the department- Creating advertisements for the faculty and graduate students for their campus-wide events- Proofreading some faculty and staff paperwork for errors- Correcting errors before staff documents were published or distributed