Michelle Reade Email & Phone Number

Montreal, Quebec, Canada

Greater Boston

Facilitate and execute marketing initiatives for both the Lord of the Rings Online and Dungeons & Dragons Online. Manage budget and approval processes, working closely with cross-functional teams, agencies, and licensors. Working with internal teams, developed a creative vision for brand website redesigns and implemented new landing pages for releases. Created and shared campaign calendar, developed strategy, and worked through media plans for LOTRO's Fate of Gundabad expansion release (2021), which outperformed all internal expectations, breaking new player, returning player, and revenue benchmarks against the previous two years of expansion releases. Actively manage the development, production, and distribution of creative assets. Responsible for CRM tools for newsletter sends, producing creative, and writing copy. Develop and plan marketing campaigns, working with internal and external partners while providing direction and feedback.

Greater Boston Area

As a Senior Manager, I oversaw the day-to-day operations of the support team as well as investigate consumer fraud and dispute cases. I provided active coaching and review for my internal and remote teams across multiple time-zones, and actively develop knowledge base and FAQ articles for both our support team and consumers. As a champion of the team and voice of the customer, no single day was the same as the one before as I constantly and effectively juggled multiple tasks and ever changing priorities, while striving to maintain optimal levels of service. I functioned as a point of escalation for my team as well as other departments in the studio, and actively assisted with high-end business decisions and management. Formerly: Customer Service Manager from December 2016 to April 2018

Needham, Ma

During my time as a Senior Customer Service Representative, I addressed customer concerns in a call center environment and provided active support through our phone, email ticketing, live chat, Twitter, Facebook, and official game forums. I assisted with developing and fostering better relationships between the Customer Service and QA departments, as well as helped to maintain open communication with our Community and Marketing teams. This role also saw me handling escalation contacts, and coaching peers on performance.Formerly: Customer Service Agent

As a retail Store Manager, I was responsible for all aspects of business and store administration, such as maintaining confidential employee and partner information, completing store audits against shrink, inventorying and ordering stock, and completing performance appraisals and reviews. I was also tasked with being a team coach for other store managers in the district, assisting them with employee development and performance coaching. Formerly: Assistant Store ManagerFormerly: Senior Game AdvisorFormerly: Game Advisor

Brand Management Certificate

Criminal Justice And Corrections