Timothy Worcester Email & Phone Number

Bellevue, Wa

Responsible for all customer experiences offered to Commercial and Consumer customers. Leader of 25+ support workforce delivering global 24/7 support via omni-channel experiences. Focused on delivering experiences that match expectations. -Head of Product & Support: Responsible for verification and deployment of all product releases on platforms including: Windows, iOS, Android and OSX. Leverage user feedback to improve product usability and functionality. Control and follow the feedback loop with engineering through Azure DevOps. Analyze support metrics alongside product usage to identify impactful product improvements. Write relatable data-driven user stories to transform feedback into feature requests. Collaborate with engineering on enhancements to eliminate customer frustration and improve usability.Growth to Senior Leadership: Proactive mindset looking for ways to improve processes while supporting company initiatives to ensure programs are aligned with product capabilities and market demand. Build & nurture cross-functional relationships with key team members in all departments with focus on Development, Marketing, and Corporate Sales to ensure all user experiences are supported and aligned with company priorities.SaaS/PaaS Development Director: Utilize the flexibility of Sales and Service Cloud to build experiences around the needs of individual consumers. Brought contextual product usage and feedback into CRM to improve the overall customer experience in the product and throughout the service journey. Document processes, flows and internal knowledge in SharePoint to reach full potential of service and sales members. Listen to feedback from team members to further enhance their experience with internal applications.

Bellevue, Wa

Managed six direct reports across the globe and third-party support providers. Responsible for reviewing and refining user experience from the first moment of discovery until user satisfaction is met. • Headed consumer partnership with Intel® including facilitating re-architecture of PCmover, usability testing, design research, testing, deployment, and support solutions to improve the PCmover experience for novice users• Corporate Sales Support leader during which sales records were broken in 2016 & again in 2017• Drove proper communication channels for leadership escalations toward resolution• Leadership to Engineering liaison delivering management decisions to product teams• Supported marketing verbiage & sales strategies for distributors and partners• Tested and deployed product in 17 languages to end-users, partners, and distributors

Redmond, Wa

Product Testing Task Leader II (3/2015 – 8/2015) Task Leader for Nintendo of America’s product testing. Organized team, resources, and facilitated project milestones. Advised management on team structure and progress of team to coordinators and developers. Completed all tasks as instructed and within timelines. Created tracking documents; shipped 3 AAA Titles. Key Contributions:-Shared, discussed, and clarified essential duties for effective execution of projects. -Trained, monitored, and mentored new and inexperienced testers and team members.Associate Product Tester II (8/2014 – 3/2015) Performed functional product testing across multiple platforms and languages for Nintendo of America, to ensure compliance with gaming regulations, verify product functionality, and quality. Collaborated with team members to accomplish tasks.Key Contributions:-Identified defects utilizing methodical functional testing, documenting the user story and testing solution.

Bachelor Of Science - Bs, Information Technology And Administrative Management

Specialization: Web & Database Administration

Education record

Education record