Matthew Welzenbach Email & Phone Number

Desert Hot Springs, Ca, Us

Remote

Telecommute

I provide technical and billing support to customers via both our ticketing system and forum, as well as provide user feedback on product, payment flows, and other aspects to internal stakeholders to drive ongoing improvements to customer satisfaction. I regularly exceed quarterly individual and team KPI’s.As our team also works on Trust & Safety, I review activities related to online user safety including child protection, risk mitigation, account security, and abuse prevention.

Burbank, Ca

I was responsible for player online safety, userbase growth, and customer support. I worked directly with developers to create and expand both the virtual world and companion mobile app for the “Return to Oz” movie release.I was additionally responsible for content creation, moderation, and billing, working closely with third party providers such as ZenDesk, CleanSpeak, and Stripe. I was also responsible for the creation and implementation of ad campaigns for our Google ad units and marketing partnerships at CPMStar, focusing on increasing the player base and retention.

Telecommute

As part of the Customer Service Team, daily duties include answering customer inquiries via phone, email, and proprietary tools; resolving credit disputes and risk management; attending weekly meetings with remote community staff; and responding to membership requests.

Valencia, Ca

Created and maintained dealership profiles on all major social networking sites, enabling greater customer reach and improving CSAT from 73% to an above-district average of 97%.

Hollywood, Ca

As the Community Manager at NextIsland.com, I utilized social media to grow the player community by 64% within the first 60 days of launch

Santa Monica, Ca

I was initially hired as an online moderator for Habbo Hotel, a teencentric virtual world. In this role I focused on user safety, COPPA compliance, and responding to in-game customer service requests in real time.After 6 months at Habbo I was promoted to work on Disney’s Virtual Magic Kingdom (VMK) a virtual world created to celebrate the 50th anniversary of Disneyland. Starting out as the Online Events Coordinator, and later promoted to Community Manager, I led a remote team of 17 moderators and online event hosts. I collaborated with the Disney team and Sulake’s technical and creative teams in Helsinki to plan and execute events to showcase virtual goods and increase MAU and CCUs. In the first three months I increased the number of simultaneous users on-site by 600%, creating events so popular that servers were maxed out on three separate occasions.As the player community grew, I collaborated with the art department within the Walt Disney Company to create a broader variety of virtual goods based on popular attractions and in-park items, resulting in sales markedly above quarterly targets.I left a few footprints in the game that are very meaningful to me both professionally and personally, including the design of four virtual items and my name on the scenery, becoming the only non-Disney employee to be awarded this honor.After the sunset of VMK I returned to the Habbo team as a Producer, where I spearheaded large campaigns that generated an increase in virtual good sales by 40%. These campaigns included high profile clients such as: American Idol, FreeMantle, the Twilight Saga film franchise, Disney’s Alice in Wonderland, and the WWE.