Primary Duties:-Acting as the bridge between the developers and the support agents for Disney Mirrorverse -Creating PDRs and macros for tickets and internal knowledge articles-Tracking current ticket types and recurrent issues-Performed the closure of accounts through Marvel Realm of Champions and linking of the accounts to the sister game Marvel Contest of Champions-Handling all out of place tickets-Prepping Disney Mirrorverse support for world wide launch-Reporting Disney Mirrorverse bugs to the developers-Slack senior coverage for Disney Mirrorverse

I create and sell my artwork to online customers through Etsy and in person at various conventions.( www.MadebyAeo.com )

As a Senior Customer Care Specialist, I am a moderator for the online communities of the mobile games Covet Fashion and Design Home. I handle on average 100-200 help tickets per day using Helpshift across all mobile platforms and email, specializing in white-glove care support. This role was remote - one day a week in the San Francisco office. My responsibilities include:● The go-to member of the team for any questions.● Caring for inquiries from users via Helpshift for iOS, Android, Amazon devices, and emailtickets promptly, with my focus on white-glove care and VIP whales.● Image moderation for Covet Fashion and Design Home.● Gathering input from power users and Whales for future product/content development.● Performance testing, security testing and investigation and submission of detailed JIRAreports, excel sheets and renovating FAQs/PDRs.● Relaying major customer service issues to the appropriate development teams.● Creating PDR’s for issues within Covet Fashion, Design Home, Facebook, and mobiledevice troubleshooting for myself and my team.● Observing our Facebook page and community groups, tracking harmful players,pursuing cheaters and COPPA tracking, and enforcement.● Escalating player tickets regarding missing Tapjoy currency. Primarily used JIRA, Helpshift, Facebook, Vertica, and Google Apps.

Twitch Paid Admin. I reviewed grief reports, enforced Twitch's terms of service and I provided client support through email tickets. This is a very exclusive position that I was invited to join, there was no way to apply for this job. Before I became a Twitch Admin I was a volunteer moderator for eighteen channels, nine of which were partnered streamers ranging from one hundred viewers to five thousand or more. Began volunteer moderating on Twitch 1/2014. Proficient with using Desk and Google Apps.

Veterinary Assistant. I cleaned bird cages, fed and watered the birds, kept the rooms clean and provided companionship to all the birds present. I also did paperwork regarding current customers and built new customer folders for those that had not used their services before.

Merchandiser (7/2010-8/2011) My primary duties were putting away movies/CDs/games/products and changing out the weekly tags. Gaming Specialist (8/2011-6/2012) I sold games and consoles, focusing on our branded payments and our protection plans for the consoles. Most notably I surpassed several full time employees in the same department for three months by quadrupling all stats regarding sales and protection plans. The customer service department always preferred to have distressed customers talk to me regarding games and media rather than my coworkers in the same general department.

Panera Bread (Cupertino, CA) 9/2008 – 7/2009 - Cashier (Cashing out orders, customer service, keeping the bakery neat, clean and the pastries/bread in order.)Panera Bread (Amherst, NY) 7/2007 – 8/2008 - Associate(food preparer, dish washer, lead salad producer, food distribution consolidator and customer service regarding wrong ingredients.) While I was employed, our store was rated top ten in the state of New York regarding the speed and accuracy in which we could successfully put together a customer's order.