Natalia Arango Email & Phone Number

Valencian Community, Spain

• Managing the Community Management team’s current project management processes, and implementing any improvements or new processes that the CM Project Manager recommends.• Ensuring that all project and team-related documentation is stored correctly and is up to date.• Reporting project statuses and information to the management team on a regular basis.• Managing day-to-day client interaction in conjunction with project teams.• Setting and managing client expectations and resolving or escalating client issues in a timely manner.• Attending calls with prospective and ensuring that any follow-up actions are assigned to the right person and tracked appropriately.• Creating sales documents such as proposals and service overview decks.• Analyzing project profitability, revenue, margins, bill rates and realization.• Ensuring that correct quality control procedures are met.

Madrid, Community Of Madrid, Spain

• Managing all processes and the timely delivery of Keywords’ Community Management services across multiple projects.• Directly managing Community Managers.• Onboarding new projects.• Producing performance reports to an agreed format and schedule.• Ensuring that all project and team-related documentation is stored correctly and is up to date.• Reporting project statuses and information to the management team on a regular basis.• Managing day-to-day client interaction.• Ensuring that correct quality control procedures are met.• Support in the onboarding and training of other Community Management Leads.

Madrid, Community Of Madrid, Spain

• Managing all processes and the timely delivery of Keywords’ Community Management services across multiple projects.• Directly managing Community Managers.• Onboarding new projects.• Producing performance reports to an agreed format and schedule.• Ensuring that all project and team-related documentation is stored correctly and is up to date.• Reporting project statuses and information to the management team on a regular basis.• Managing day-to-day client interaction.• Ensuring that correct quality control procedures are met.

Barcelona Area, Spain

Define & implement community actions• Be responsible for the community management activity of games whatever the channel: in game, Facebook, forums, Twitter, Games’ pages on the stores.• Run animations for the community: editorial, contest, polls or any other content in order to capture the interest for each gaming community and contribute to a better engagement and viralization.• Network with community members and identify community leaders. Train and empower community leaders to participate on a more significant engagement level.• Provide customer support in order to help them in their needs, acting as the main point of contact between players and the team.Consumer satisfaction• Identify most typical issues based on the feedback of the community and the internal reports (store reviews, escalations from Customer Care agents) to escalate them. • Coordinate with relevant teams to define a consistent consumer policy on all levels and topics: piracy, compensation, etc.• Responsible for maintaining, updating & sharing a game database accessible by the Game Team, the Customer Care Agents and all the marketing local teams.Monitoring & Reporting• Identify and report trends in usage and advise the Game Team on potential opportunities.• Monitor and moderate discussions, resource postings, within the game community on internal & external channels including stores.• Monitor and measure the success of community engagement (I.E number of fans, engagement, reach, and any other pre-defined KPI) reporting to Product Managers and sharing with all the game team members.• Report activity and results to the Product Manager (local).

Barcelona Area, Spain

• Social networks – updating, question answering, troubleshooting. • Web analytics – monitoring and reporting against key metrics. • Search engine optimization tasks – improving page content, keyword relevancy, product names and tags. • Email marketing – list maintenance, segmentation, execution, monitoring, reporting. • Keeping up to date with online marketing trends and contribute this knowledge as an integral member of the team.

Barcelona Area, Spain

• Provide customer service over telephone and email• Escalate issues to the relevant department• Sort out payment plans• Record payments that are made• Organise customer files• Chase debtors and late payments

London, United Kingdom

• Provide technical support through different online channels such as Twitter and Facebook.• Manage the Technical Support boards of the official PlayStation Community.• Work closely with the call centre to identify the main call drivers that need to be addressed in order to deflect call volumes.• Use analytics tools, such as Webtrends, to improve SEO of our content in both the forums and the official PlayStation website.• Create and write FAQ's and guides using content management software, such as Wordpress.• Develop strategies in order to encourage users to create guides and help each other.

London

• Monitor and review all user-generated content such as text, video, audio and image content.• Monitoring all online media channels, editing/removing posts that are in breach of the community rules, reclassifying incorrectly posted content and moderating user accounts and behaviour.• Educating users on community rules and the acceptable use policy• Maintaining a responsible online presence within all PlayStation online community channels.• Report issues relating to in-game problems.• Analyse community behaviour and comments in a weekly report.• Reporting when required on community activities and events.

Certificate Program, Marketing

• Learn marketing concepts, terminology and practices. • Examine strategies to apply them to contemporary marketing situations, and gain.

Graphic Design, Graphic Design

- Adobe Photoshop - Adobe Illustrator

Ba Translation And Interpreting, English Language

Activities and Societies: Curso de Localización de software y videojuegos• English • French • Italian • German