Mandy Evans Email & Phone Number

Seattle, Washington, United States

Seattle

Bellevue, Wa

• Managed on-boarding/training and reviewing of new employee performance, including one to one mentorship and guiding them through Valve’s flat company structure. • Managed world-wide refund requests for digital content, ensuring tool functionality with developers, managing team workflow, scheduling and training.• Assisted high profile customers with ongoing issues through both phone and email correspondence. • Reviewed in-house and out of house support techs performance, ensuring proper training and mentorship. • Mediated communications between the Support Team and developers/partners to resolve issues with workflow or new releases through the online store.• Assisted in fraud investigation alongside banks as well as law enforcement/card holders to recoup major losses. • Worked with developers to create new tools and update existing functionality, improving efficiency and workflow of the team. Oversaw projects from concept phase to final production, including rollout to Valve employees. • Set MBOs responsible for hiring, placement and termination of Tier I, Tier II and Tier III support staff. • Assisted with documentation on TWiki regarding training for Tier I support.

Urbana-Champaign, Illinois Area

• Managed the Academic Initiative email-marketing campaign in cooperation with internal sales representatives as an on-going effort to contact Universities around the world to advertise and promote Mathematica. • Led project management of all email campaigns including requests from European and Asian offices. • Oversaw 1,830 projects from concept to completion while ensuring deadlines were met and goals exceeded. Distributed to over 4 million recipients in 8 different languages. • Maintained database of all email campaigns, past and future, used by the Marketing and Sales Teams to track effectiveness of campaigns as well as schedule future campaigns, preventing repetition and ensuring success of scheduled projects. • Responsible for documentation on proper procedures in TWiki regarding ongoing training and procedures.