Olivia Quintanilla Email & Phone Number

Culver City, California, Us

Weeee!!! I love my job! <3

- Managed and worked on improving Medal’s partner program, coordinated incentives for partner and volunteer programs.- Coordinated and helped plan events, cons, and initiatives.- Voiced concerns and made recommendations based on feedback from our user base to our development team. - Build processes for bug reporting, customer service, community management, and social media. - In-depth testing on Medal’s website, reported bugs, and made suggestions based on user feedback and personal experience to our designer. - In-depth testing on Medal’s mobile app for iOS and recorder app for Android. Worked closely with the mobile app developer and made suggestions based on user feedback and competitor research. - In-depth testing on Medal’s desktop platform and worked closely with the CTO engineer to implement changes based on personal and user research feedback. - Wrote daily EOD reports on player issues, player feedback, and bugs that were reported to us live via socials or discord. - Improved Medal’s knowledge base to help new and existing users. Helped develop safety tools for the platform and community guidelines.- Interviewed candidates and trained new hires on tech support, social, and community-related duties.- Develop and engaged with Medal’s community via discord, PC, and Mobile.

Irvine, Ca, Us

- Relationship building, recruiting and assisting influencers, content creators, cosplayers, streamers, YouTuber’s and forum MVPs for World of Warcraft Latin America AAA online video game. - Managed, reviewed, and recommend candidates for our MVP (Most Valuable Poster) program, by monitoring their conduct and ensuring they contribute in an appropriate fashion on our social media channels and forums. - Participation in Twitch streams and influencer interviews for our video games. - Create content for the forums, social media, in both English and Spanish to support events, game launches, and promotions.- Moderate our video game forum and social media channels to help maintain a positive experience for newcomers and regular followers. - Maintain confidentiality and professionalism regarding a variety of unreleased information. - Monitored community dialogue from all channels and compiled valid feedback on the state of the game., reported current player sentiment and meaningful feedback to developers for fixes and updates.- Communicate and update our communities and internal departments with large-scale issues impacting our online video game player base (for example outages, realm crashes, login issues, etc.).- Experience in crisis management and public communication on our forum and social media channels.- Brainstorm and develop engagement initiatives, creative efforts for social, online/in-person engagement events, support for game launch summits, trading card game events, and BlizzCon events.

Santa Monica, Ca, Us

- Resourceful Administrative professional with experience providing support to management, developers, and all creative departments in an entertainment studio. Filing; Faxing; Typing; Memo distribution; Scheduling appointments; Ordering Office supplies; Managing mail; Managed facilities and maintenance issues; Assist in company events; Sort and ship mail and packages. Set-up company lunches and dinner during crunch for The Last of Us.

El Segundo, California, Us

- Build a new Player Support structure to help better support the player base and prepared weekly reports of current top issues for Combat Arms video game.- Prepared weekly reports of current top issues on the forums and the help ticket system.- Experience with the following outsourced tools: JIRA, and Confluence.

Irvine, Ca, Us

- Launched Latin American World of Warcraft Customer service forums and translated support documentation from English to Spanish for our AAA video games. - Assisted individual players via social media and threads on the customer service forum. Answered questions, addressed issues, and reported feedback in a professional manner to our audience and our community team.- Responded to fan mail on behalf of Mike Morhaime sent to Blizzard Entertainment.

Irvine, Ca, Us

- Formed part of the Latin American launch team of three members that helped lay out a new support model, maintained planned timelines, and organize a general structure for the Latin American customer service department. - Interviewed and provided feedback for qualified personnel (external/internal) for our In-Game support and Tech support teams. - Tracked player feedback during launch for concerns and issues facing Latin America. Consolidated and reported this feedback to project managers.

Irvine, Ca, Us

- Assisted players through our ticket system in-game and via email. Managed complex character restorations, hack investigations, and communicated penalty actions. Ensured players had a positive Blizzard experience with every conversation.

Us

- Succeeded in maintaining loss prevention to a record low and saved the company up to fifty thousand a year- Scheduled staff and planned shift coverage according to business needs.- Provided great customer service, cashier experience, processed work orders, processed exchanges, and returns. - Stocking, will-call, and forklift driver certified.

Secaucus, New Jersey, Us

-Overseeing daily operations, managing employees, and store profitability.-Handling all hiring; training sales workers; tracking inventory; payroll; Store set up.