Rico Neumann Email & Phone Number

Marina Del Rey, CA

• Managed the day-to-day operations of partner relations including both Retail andLocation-Based Entertainment distribution.
• Built strong relationships with partners while actively seeking out opportunities for newgrowth, such as traveling to conferences and partner headquarters to meet with keymembers and establish new business deals.
• Maximized promotions and revenue goals by coordinating post-launch sales with partnersand cross-functional teams.
• Achieved successful activations and events with partners by traveling to LBE locations andproviding on-site troubleshooting and support with IT and management teams.
• Ensured production milestones remained on schedule by managing the Greenlightprocess for internal and third-party publishing.
• Handled the age ratings submission process for all Survios gaming titles.

Marina Del Rey, CA

• Managed the day-to-day operations of LBE accounts and partner relations.
• Handled all RISE (proprietary Arcade Management Software) and game reporting forLBE/Retail titles.
• Achieved successful activations and events with partners by traveling to LBE locations andproviding on-site troubleshooting and support with IT and management teams.
• Resolved customer-facing issues in a timely manner by escalating major pain points andmeeting with stakeholders from various teams.
• Owned roles and responsibilities of Customer Support Manager position.
• Oversaw 2 direct reports.

Culver City, CA

• Completely owned the customer support pipeline and procedures; This covered Retail/LBEgames support, as well as corporate partner support.
• Increased brand awareness by coordinating and managing event booths to showcaseour titles at all major gaming conventions.
• Streamlined support for our customers by creating Help Centers, weekly CS reports,administrator related tasks for Zendesk (views, pre-formatted responses, macros, triggers,Insights/Explore), and escalating bug/critical.
• Worked directly with players through Zendesk CRM, Discord, Steam/Oculus forums, andReddit.
• Oversaw 1 direct report.

Irvine, CA

• Worked directly with players through Twitter, forums, softphone, and Zendesk CRM to provide support for Firefall.
• Maintained internal and external knowledge base articles.
• Created and tracked bugs/critical issues using Fogbugz and Jira.
• Escalated issues to our Technical Operations, QA, and Development teams.
• Developed a strong relationship with our community by conducting live events, chattingthrough IRC and Twitter.
• Provided feedback to the Development teams during weekly internal playtests.