Brought on to build and operate a new customer support-focused office for Square's Cash App product. -Scaled said office from 0-400 people, hiring hundreds of new team members across a variety of disciplines.-Built Cash App's voice support channel, going from 0 - ~1,600 voice support advocates with a mix of internal and external resources. Established strategy, operational processes, and KPIs.-Built and led business systems, analytics, service design, advanced support (tier 2/3), and complaints handling functions.

During my time at Yahoo I was been responsible for multiple teams, shifting as needed to accommodate a changing department. The teams and projects I have overseen include:-Ran the data analytics team, managing CE's overall data strategy and responsible for all operational metrics. -Managed the business systems team, overseeing a team of product managers and system administrators who build and operate all of Customer Experience's tools, including our Salesforce instance, our help site and ticket submission platform, a Lithium community instance, and several other smaller products.-I was responsible for vendor management & operations, dealing with all aspects of vendor relationships from selection to contract negotiation to implementation to managing day to day operations.-In charge of financial planning and budgeting for all of Customer Engagement. -I ran the community & social support team, directing support efforts across all Yahoo properties via multiple channels (Yahoo Answers, Uservoice, Reddit, Twitter, Facebook, etc.). I also led the selection and implementation of a new Lithium community platform to drive user engagement and build a new peer-to-peer support model.-I was also responsible for the workforce management team, building and improving processes to efficiently utilize agent resources, intelligently route support contacts, and manage tightly to SLA.

As below, but took over responsibility for the rest of the Customer Advocacy department in November 2014, including community management, product management, and data analytics. -Implemented new community strategies & channels to better engage users and build a culture of transparency with customers.-Restructured the CA department to more efficiently utilize resources while still meeting objectives.-Partnered closely with ZenDesk to drive ticketing system improvements & advocate for issues important to all of their games industry clients. -Managed a ~$2.5M annual budget.-Continued focus on team culture, leading to the highest ESAT scores of any department within KIXEYE and continued strong retention.

Head of KIXEYE's growing customer support team, delivering exceptional service across multiple channels to several top online games.-Scaled department up to 40 agents.-Pitched, budgeted, and executed on opening a new KIXEYE office in Portland to be the hub of customer support operations.-Relocated to Portland to open and run said office.-Initiated VIP program for top customers.-Implemented new ZenDesk ticketing system.-Maintainted below industry average cost per contact and above average customer satisfaction scores.-Built a fantastic team culture that brought exceptional morale and commitment to the company, leading to far above standard employee retention.-Managed the Fair Play team, which dealt with cheating & hacking via a suite of automated cheat detection tools & partnership with game studios to close loopholes.-Advocated for customers, driving many bug fixes and feature improvements that resulted in happier, better retaining users.-Built partnerships & negotiated contracts with outsourced support resources.

Design & implement support policies, build out support team from 2 to over 20 agents (including remote support), hire & train support agents, collect & provide feedback to dev teams on support & community issues, design, collect, & report actionable metrics for support & community teams, and play a mean game of Magic the Gathering.

-Led initiatives to connect with the customer community, driving feedback and interaction between Aeria Games and its customers and improving company transparency.-Provided community management and customer service, designed and ran sales promotions, designed and ran in-game events, and drove user growth.

Contract position, wrote in-game dialog for Sword of the New World. Credited on the title as a story developer.

Answered tickets, led a top-end raid guild (not on the clock, obviously!)