-Enhanced quality monitoring of social media contributor posts via diligent review and research of various social media response tools based on target criteria and offering insightful recommendations.-Boosted discoverability of app within Google Play Store via proactive action to tackle challenges associated with increase in consumer-posted reviews needing rapid response.-Led remote-based team in administration of company’s support portal, reaching 1M+ daily visitors. Oversaw 1000+ volunteer contributors per month for best-in-class community support across forums / social channels.-Fostered a culture of outstanding performance and production with creation of mentoring programs and training content. Established KPI's and goals for immediate team and broader organizational objectives.-Efficiently served 30M monthly active users within 70 cross-cultural locales. Drove self-help, community and staff support infrastructure for free and subscription-based products, -Collaborated with key stakeholders to identify and solve user issues. Promptly delivered software updates and accurately recorded documentation of issues within comprehensive knowledge database. -Accomplished successful launch of paid subscription products by applying critical thinking and analytical skills. Assessed and identified staffing requirements and coordinated search to secure support needed.

-Boosted staff from team of 2 to 50 to ensure dedicated support for 40-million users in 22 localized languages.-Actively engaged with product developers to create value-added features, allowing for additional content sales. Reached $5M in sales within 6-months with addition of feature-packed soundtracks and bundles.-Cultivated trust to build productive partnerships / relationships with key game developers (i.e. Team Meat, Re-Logic, Remedy, Zeboyd Games, MinMax Games, etc.) with goal of SDK platform integration and title releases. -Directed design team in producing marketing assets, developed, and published product pages, and teamed with partners to schedule marketing to ensure successful title launch.-Initiated process to leverage new selling opportunities. Successfully launched several new indie titles, including Terraria, breaking $10M in sales over first month.-Partnered in designing, implementing, and testing ticketing and knowledge base system while supported launches of AAA titles (i.e. Half-Life 2 Series, Counter-Strike Source, Day of Defeat Source, Portal, and others).-Fortified company talent by training personnel with focus on customizing comprehensive training curriculum, resulting in efficient onboarding of new hires setting a solid path for success.

- Processed on average over 125 customer service calls a day providing technical support for anti-virus software- Verified all junior technician logged data entries were accurate and up-to-date in company's customer database to ensure orderly tracking and rapid retrieval of customer data- Maintained excellent customer service in responding to escalated customer inquiries and in making referrals for customers- Handled various requests and resolved a variety diverse virus infections and software issues

- Provided B2B support for eGain's knowledge base products

- Led Technical and Customer support operations, aligning services with company sales goals- Trained Customer support and product evangelist in use of fully developed releases

- Created a support group of 12 people from the ground up for a new product, Authorize.net - Hired, trained, and managed support group- Developed training materials for the support of web based check processing

- Managed customer support group for the GT Interactive and Humongous Entertainment product lines- Performed scheduling and training for 100+ support group- Developed IVR phone scripts for customer support phone system

- Provide full technical support for all Sierra Online titles via email. Products include game software for DOS, Win95, NT and Macintosh.- Maintain accurate records of all correspondence with customers in email support database for record tracking purposes.