- Develop transformational business initiatives and build cross functional coalitions to drive implementation- Direct multi-national enterprise workforce management, real time operations, and business intelligence functions

­- Expanded enterprise workforce management, real time operations, and business intelligence functions­- Lead development of standards for operational metrics, KPIs, and reporting­- Designed organizational transformation to drive operational and cost efficiencies

­- Pioneered centralized workforce management processes and resource planning cycles for enterprise­- Established workforce management and business intelligence teams­- Achieved operational and cost efficiencies through numerous strategic initiatives and centralization efforts

­- Conducted deep dive analysis of operations and developed initiatives to increase operational and cost efficiencies­- Designed and built operational models to facilitate scenario analysis and RFP responses­- Developed enterprise forecast cycle to facilitate resource and financial planning for the organization

­- Lead development of monthly and annual tactical operational plans for global operation of 1,000+ resources­- Planned and implemented changes to operational structure to adapt to changing business needs­- Created analysis frameworks and methodologies for solving operational challenges and drove continual improvement initiatives­- Served as data steward for workforce management and workforce support teams within enterprise data governance processes

­- Pioneered a new role as a revenue analyst and established revenue recognition methodology for departmental initiatives and projects­- Implemented fiscal planning model across departmental verticals to facilitate strategic decision making, objective setting, and investment decisions­- Developed operational plan for merger of SWTOR support organization into WWCE, reducing $21M in annual expenses

­- Developed and managed the first departmental contact volume forecasting system to generate consistent, reliable and scalable results. The contact forecast and internal cross-charging methodology (project billing) served as the primary mechanism for justifying the funding of customer support for multiple fiscal years.­- Prepared and provided regular reporting and analysis on forecast accuracy, cost per contact, product performance, contact rates, budget and invoicing.

­- Created granular expense and budget tracking, reporting, and forecasting systems for $20M+ budget­- Maintained all program expense reporting for multi-million-dollar warranty partnership­- In a period of 11 months, identified over $2.1M in savings to company and partners­- Presented departmental financial status on monthly and quarterly basis to directors and senior leadership

­- Managed 45+ operational and initiative projects to completion with all efforts on time and on budget­- Lead a team of seven staff to document all work processes, policies and run books for department­- Managed project to consolidate overseas and domestic call centers into new domestic location­- Designed and implemented incentive program and fully managed program once launched—distributed notifications, handled corporate card purchases and reconciliation, and managed budget for program

• Evening shift supervisor—supervised 7 agents with respect to SLAs, workload and conflict management.• Took initiative to develop shift based KPI report which became primary workforce management report—within 2 months reduced average wait time by 30%—within 6 months department met SLA goals 95% of the time.• Reduced Senior-level email workload by approximately 70% through leveraging outsource partner.• Developed work instructions, training and standard responses to assist with outsourcing of workload.

• Enforced Terms of Service across all EA products and MMOs and resolved over 1,500 customer contacts per month with a high quality rating of over 90%.• Drove 3% increase in first contact resolution rate through revision of standard responses and workflows.• Generated daily and weekly metrics reports for assessing success of group.

• Positions Held: Ultima Online – VOICES Editorialist and Forums Moderator; The Sims Online - Project Manager; World of Warcraft - Guild Forum Coordinator, Assistant Project Manager, Forums Administrator, and Forums Moderator; and Ultima X: Odyssey - Forums Moderator• As VOICES Editorialist, wrote articles pertaining to Ultima Online or general MMO topics.• As Project Manager, developed and managed all sub-site content from concept to production. Trained and managed staff of 15 and ensured site was top competition of other Sims Online websites.• As Forum Coordinator, managed all aspects of the World of Warcraft Stratics guild forums; created and managed 55+ forums, enforced forum rules, and handled user or forum issues that arose.• As Moderator, moderated 16 message boards in respect to content and conflict management. Created a positive and safe online community.• As Editor and Writer, wrote articles related to Ultima Online, Ultima Worlds Online-Origin and MMOs.