Samantha Bartlett Email & Phone Number

Wasilla, Ak, Us

United States

Palmer, Alaska, United States

• Developed decentralized outsource support team to optimize performance and minimize operational costs.• Trained new agents and equipped them with tools, skills, and processes to satisfy 300 to 500 contacts per day in multiple languages.• Ensured delivery of fast, high-quality multi-lingual customer support for multiple large-scale products with over 10 million downloads / 3 million DAU (daily active users).• Maintained less than 24 Hour response time and over 98% one-touch resolution for over 6,600 customer contacts each month.• Monitored and reported KPI Metrics to product leadership across multiple teams and 4 time zones on 3 continents.

• Created and maintained project management tools, documentation, and reporting for multiple in-development products involving multiple stakeholders and 24 engineers in two time zones.• Developed roadmaps, schedules, and documentation• Allocated resources for multiple Data Engineering and Analytics initiatives to improve team workflow, processes, efficiency, and communication.• Defined company-wide training material and project guidelines that improved communication and reduced redundant work• Delivered fast, high-quality multi-lingual customer support for multiple large-scale products with over 10 million downloads / 2.8 million DAU (daily active users).• Maintained less than 24 Hour response time and 98% one-touch resolution for over 6,000 customer contacts per month.• Monitored and reported KPI Metrics to product leadership across multiple teams and 4 time zones on 3 continents.• Ensured cost-effective delivery of high-quality localized content in 13 languages.

Palo Alto, Ca

• Planning and managing various UIUX tasks and projects across multiple products by clearly identifying priority, resources, impact, deliverables, and dependencies with other teams.• Driving internal UIUX process improvements and ensuring the team is working on high impact projects per the roadmap that align with product goals• Ensuring communication with cross-functional teams including production, game design, live operations, analytics, engineering, art, and QA.• Running scrum, monitoring sprint progress and velocity, and coordinating approval, implementation, testing, and release of all UIUX content across multiple products.

Palo Alto, Ca

• Acting as primary Project Manager for multiple initiatives to improve player ticket deflection, Support Agent efficiency, machine learning and automation, and Community Outreach. • CS Product Owner for new titles from inception to launch.• Managing the development of tools from start to finish for all new game content. • Helped develop and launch an in-app self-service system that deflected over 20% of all player tickets across four games.

Palo Alto, Ca

• Monitored and reported CS KPI Metrics and Product health to Game Studio leadership across multiple products. • Identified key areas of operational improvement for CS and implemented new processes to optimize our workflows.• Developed rich media to train CS Agents on new game features, updates, and content.• Drove the development of tools to support new game content and product launches.• Provided support, information, and troubleshooting for a team of 300+ CS Representatives across four international locations.• Primary liaison between Customer Support and all other Game Studio teams, acting as a point of reference for player advocacy across the company.

Palo Alto, California

• Handled all global Customer Inquiries for Mobile Strike during the soft launch and launch processes, upwards of 100+ daily.• Assisted in the development of Machine Zone's first internal CS Knowledge Base, creation of Agent Training Program, and training of all new CS Agents.• Managed game health and community sentiment throughout the pre-launch, launch, and post-launch stages of Mobile Strike.• Acted as the key CS point of contact for all development teams throughout the launch of Mobile Strike.

• Managed a team of 28-30 Sales Associates that accounted for the majority of the store’s revenue.• Responsible for sales metrics, reporting, and representation of our store at a District and State level.• Improved processes, workflow, showroom presentation, and stock rotation resulting in 10-15% increased monthly revenue.• Coordinated vendor delivery and installation teams to resolve customer issues and minimize profit loss.