Laurie Cotsonika Email & Phone Number

Austin, Texas, United States

• Manage tasks and dashboards involved in Platform Team projects and liaise with multiple teams to ensure the success of Platform initiatives, Promotions support, and beyond.

Austin, Texas, United States

• Provide exceptional and engaging Support to backers who have provided exceptional support forthe game.• Assign, manage, and prioritize work for agents through ZenDesk and internal tasking or projects.• Assess risk and monitor for any trends or current issues arising in the different departments ofPlayer Relations (Games Support, eCommerce, Merchandise, etc.).• Train and assist other agents with any questions regarding tickets or situations out of the norm.• Update, maintain, and create new documentation for agents regarding policies and procedures.• Take care of delicate cases that may require extensive time.• Provide metrics of support reply times, categories of queries, etc.• Check upcoming Concierge specific sales to ensure SKUs contain correct items.• Collect and consolidate feedback and data from players and Agents on current promotions,general sales, and the program overall.

Austin, Texas

• Quality Assurance: Provide quality assurance for game content and functionality to ensure the best user experience.

Austin, Texas Area

• Industry Knowledge: Maintain the Learning Management System used by thousands of video game industry professionals for onboarding and continuing education (www.iepro.com).• Training: Create comprehensive exams, assessments, and support materials for coursework focused on the video game industry, game development, and supporting roles in order to evaluate and enhance user knowledge.• Research: Investigate industry best practices and standards for inclusion in course videos and materials.• Documentation: Customize, manage, and update workbooks and documentation for clients. • Quality Assurance: Provide quality assurance for site content and functionality to ensure the best user experience.• Data & Customer Service: Manage weekly reporting tasks and customer communications (including customer support).

Lutz, Florida

• Leadership: Lead game designer and director for the DragonFable project (www.dragonfable.com), managing an international team using Agile methods to schedule and create weekly content releases that included animated cut scenes, walk-around maps, interactive elements, and creature encounters.• Operationalizing Tools & Procedures: Introduced new tools and procedures to organize and streamline the creation and release process resulting in an increase in quality and a reduction of overtime worked. • Creative Writing: Lead writer responsible for planning and creating multiple ongoing story arcs to engage and retain players.• Customer Service & Advocacy: Oversaw customer service, community management, marketing, and user acquisition activities to boost membership and sales while maintaining a positive user experience.• Documentation: Created procedural and organizational documentation for database entry for in-game items, classes, creatures, quest information, and quest strings to ensure better maintenance of game files.

Ocala, Florida

• Teaching: Temporary full-time instructor for ESC1000, Introduction to Earth Science, GLY2010C, Physical Geology, and GLY1102, Age of Dinosaurs. • Tools: Utilized Canvas for instructing online courses as well as supporting my campus classes which improved on communication and student awareness during the courses. • Teaching & Student Advocacy: Added and refined new interactive labs for the Introduction to Earth Science and Physical Geology lab manuals to improve on student learning and engagement.

Gainesville, Florida Area

• Data & Monitoring: Worked as a subcontractor doing geophysical testing, drilling, and monitoring while utilizing Ground Penetrating Radar and Electrical Resistivity.

Orlando, Florida Area

• Customer Service: Participated in the Summer of '99 Walt Disney World College Program.

M.S., Geology

B.S., Oceanography