Rob S. Email & Phone Number

San Francisco, California, Us

* Developing, implementing, and overseeing Marketing Quarterly Planning process. * Creating and updating prioritization frameworks and models to help in better strategic planning and resource allocation.* Managing and developing Twitch’s internal Go To Market process for Marketing.* Designing and implementing scalable solutions for launch awareness and readiness across multiple operations and product teams.* Working with cross-functional stakeholders to increase awareness of Marketing initiatives and campaigns.

San Francisco, California, Us

* Identified new and updating programs and products from across Twitch with Customer Experience (CX) Impact* Developed global automation for Jira to enable a scaled review process* Communicated upcoming launches* Triaged all new review tickets prior to CX Leadership review* Developed prioritization and sizing models for CX Leadership

San Francisco, California, Us

* Directly manages and develops an international team of highly skilled Customer Experience Specialists* Handles escalated issues from Customer Experience Specialists* Is the voice of the customer for other product teams to help shape product decisions* Uses data analysis to identify product needs, user pain points, and emerging issues, to then make new product suggestions and operational improvements* Troubleshoots and escalates identified site issues reported by users* Answers user questions and requests from Twitch Partners* Monitors, maintains, and drives improvement of SLAs across multiple Customer Experience queues* Manages Customer Experience programs end to end

San Francisco, California, Us

* Supported Twitch's userbase with email based direct support* Developed new processes with management for handling emerging issues* Identified and communicated sitewide issues* Provided social media updates for ongoing issues via the @TwitchSupport twitter account* Created documentation for procedures* Independently handled all inquiries from Partnered broadcasters* Manually reviewed all submitted emotes from Partnered broadcasters

*Identifying unique content to discuss with Co-Hosts on a weekly basis.*Setting up the recording space and software for recording sessions. *Editing weekly podcasts with a deadline for weekly distribution.*Creating video content for publication on group's YouTube channel.

Cupertino, California, Us

* Provides face to face troubleshooting for customers' Apple devices.* Identifies and presents multiple relevant solutions for customer issues* Conveys sometimes complex technical issues to customers in an efficient manner, fitting their level of technical expertise.* Identifies emerging issues to escalate internally when needed. * Certified hardware repair technician on all Apple certified repairable devices (iPhones, portable computers, desktop computers). * Provides accurate quotes for time to repair for hardware related issues.* Performs same day hardware repairs.* Troubleshoots in depth issues in an effective and organized manner.

Cupertino, California, Us

* Provides face to face troubleshooting for customers' Apple devices.* Identifies and presents multiple possible solutions for customer issues* Conveys sometimes complex technical issues to customers in an efficient manner.* Communicates with Cellular Service Providers on behalf of customers, to resolve service issues.

Cupertino, California, Us

*Helps provide personalized product solutions based on the needs of customers.*Educates customers on products through group workshops and individual training sessions.*Manges the incoming flow of customers, and makes sure their needs are met in a timely manner.*Conveys technical ideas in conventional terms for customers.*Provides hands on troubleshooting for technical issues for customers in store.*Chosen by managers to lead the Visual Merchandising team.*Maintains the high Visual Standards of an Apple Retail Store, with a strong attention to detail.*Images content, for new Mac OS X and iOS based products, being displayed on the retail floor.

*Managed volunteer ticket takers and ushers during concerts. *Addressed ticketing issues that arose for patrons.*Partnered with Stage Management team to help insure concerts started on time.

Pittsburgh, Pa, Us

*Set up recording equipment for host and guests in the studio.*Lead the recording sessions, addressing any technical issues that arose effectively and efficiently.*Edited and finalized recordings for distribution by the different departments within the University.

Interlochen, Mi, Us

*Managed volunteer ushers and ticket takers during concerts.*Set up the ticket taking areas for the different entrances for the multiple venues.*Addressed ticketing issues with patrons. *Helped performers set up merchandising tables for sales during their concerts.

Bachelor Of Fine Arts (Bfa), Trombone Performance

Education Certification, K-12 Music Education