- Customer Success Program - Piloted and managed Customer Success program, collaborating with Sales, Marketing, Customer Service, and Engineering.- Customer Satisfaction Program - Manage our internal and external customer satisfaction program, implementing post-call/email surveys, managing relationships with vendors, building surveys through Qualtrics, and working with analytics team to dashboard and present data monthly. Work directly with leadership to highlight and address pain-points.- Assisted Automation Program - Working on internal assisted automation tool for various teams. 100+ automations currently in tool, used by hundreds of employees across dozens of teams. - Head of Professional Development pillar of the Mansfield African Decent Network. Plan events to help interested employees develop skills for interviewing, improving their resume, and finding mentors, and coordinate volunteer events with local non-profits.- Serve as Quality Lead for Internal audits. Includes selecting, scheduling, and preparing SME’s to speak with auditors, ensuring our office’s full compliance, and acting as the site SME for the Management of Documents and Records.- Winner of two Americas Star of Excellence Awards and one Power of Team Award.

- Collaborated with several teams to perform analysis of manual orders, determining the highest impact opportunities to drive automation. Proposed ideas could save an estimated $100,000+ annually.- Collaborated with Prague and Customer Service team to combine 20 essential daily reports into a single report. Decreased daily required time from 7.5 hours to 3 hours.- Created weekly report that sends each agent a personalized copy of their processing/phone statistics for the previous week. - Researched and proposed alternative method of measuring VOC through Post-Call Surveys. Implemented several cost-cutting measures to enable its roll-out and trained agents in new process. - Managed our internal Simplify. VOC surveys through Qualtrics, including creation and distribution of surveys, visualization of data through Excel and Tableau, and presentation of data to stakeholders. - Took over our Shared Services Internal Customer survey from Service800 vendor, saving company $11000 annually. - Managed project to rewrite and migrate all documentation from Sharepoint to a secured, version-controlled environment. Migrated over 200 documents and ensured training was provided to all agents on new Knowledge Management system.

- Converted company's knowledge base and support functions from Intercom over to Zendesk to better align with company's future goals.- Created Dashboard to highlight top Customer Service metrics for email, phone, live-chat, and Discord support. - Set up Zendesk back-end to allow forwarding of issues to appropriate teams, accurate tracking of work, and to ensure platform could scale with growing team. - Performed cost analysis for additional headcount and interviewed and hired a team of Customer Service agents

- Built and managed a team focused on Data Analysis. This included finding resources for the team to learn Basic and Advanced SQL and Tableau, getting access to relevant databases, creating best practices, and increasing visibility of the team as a resource. Handled hundreds of internal data requests.- Developed Personal Development Plans (PDPs) with all direct reports and coached them to success through a combination of weekly 1 on 1's, targeted training, personal empowerment, and consistent feedback. - Planned and executed launch of a new office in Seattle and served as site-manager for first six months. Coordinated with offices in Dublin, Philippines, and Los Angeles to ensure office was opened on time and properly staffed and work transitioned from the Dublin/Philippines offices over to Seattle seamlessly.- Team managed rework of the League of Legends New Player Website. Required over a dozen videos to be produced, smoothly looping gifs, and easily understood guides. Worked collaboratively with internal and external teams to launch. - Team oversaw the expansion of the Legendary Support Program, which provided extraordinary support experiences for unique player requests. - Managed team focused on social media support so players on our Help and Support forums and Twitter were given prompt, accurate answers and access to high quality YouTube content to solve their problems.- Increased our contact monitoring and tracking, so we can ensure accurate data regarding player contacts, which allows us to prepare helpful Knowledge Base articles, work with development teams to build fixes, and use historical data to predict impact of future releases, as well as staffing needed to effectively handle it.

As Technical Support Lead, I built a team that specialized in responding to players' technical issues via forum and ticket interaction, investigating and documenting bug reports, working with QA and Engineers to raise visibility of player pain, and taking on side projects that benefit our amazing player base and Player Support. Below are a few highlights from my time as Technical Support Lead:- Coordinated with a handful of Rioters to build and institute the Riot Shadowing Program. Worked with senior leadership and department heads to have everyone at Riot spend a day as a Player Support agent and personally experience top player pain points. This resulted in a renaissance of player focused features and thinking at Riot Games. Program still exists at Riot under the name "Support or Feed."- Coached 10 members of my team into positions they were passionate about, while keeping remaining team members engaged in Tech, and my team appropriately staffed to avoid overburden.- Developed a Tech RPG so specialists could level up, earn achievements, unlock equipment, and upgrade their personal avatar, all through the quality of their daily work. - Created a Continued Learning portal with books, websites, and course synopses, where anyone from Riot could go to improve existing skills, learn new skills, or share their knowledge.- Team logged over 700 bugs and responded to over 230,000 players, all while retaining consistently high satisfaction ratings. - Spearheaded an embed program, which allowed Player Support representatives the chance to sit and work with other departments, gaining insight into their workflow and practices, while sharing Player Support insight and helping them make informed player-focused decisions. This program has since been adopted company-wide.

As a Technical Support Specialist at Riot Games, I worked with the best support department in the world, helping the best player base in the world. The following were several of my responsibilities:- Improved player facing knowledge base by analyzing existing articles, bringing olderones up to date, and helping write new ones to address emerging issues.- Updated and created Tech macros to keep up with the evolving nature of ourplayers’ technical issues.- Consistent top performer in ratio of tickets solved to players satisfied.- Personally contacted dozens of ISPs and universities around the world to help themreconfigure their networks to prioritize League of Legends traffic.

At Disney, player experience came first, and our Service department was the front line on the battle to improving it in any way we could.- “Moving Ahead” Top Performer (2009-2010).- Product Expert, responsible for keeping internal Sharepoint updated with currentarticles, responding to advanced player queries, and connecting the Support,Technical, and Product teams.- Generated weekly reports of top player contact drivers, positive and negativefeedback, and exceptional examples of player service.- Received overwhelmingly positive feedback in player Exit Surveys in regards toquality of service received.

Autumn Tree Productions worked to create engaging performances that combined fast-paced, exciting stage combat and comedic (and sometimes dramatic) theater. My role evolved over the years, from a stage combat participant for the Connecticut Renaissance Faire, to fight Lieutenant in 2005, then fight Captain in 2006. The following are some of my responsibilities:- Choreographed stage combat for team of 15+ fighters. - Responsible for storing and maintaining full assortment of weapons used in combat. - Taught workshops on safe fight etiquette for all levels of familiarity.- Engaged in live combat performances for crowds of hundreds.- Learned a full performance (including all lines and all fights), to fill in for an injured team member.