Timo Tolonen Email & Phone Number

Support & enable the global community of thousands of freelancers, agencies, and workers completing tasks and projects on behalf of Welocalize and our clients. Operationalised the process for providing support and onboarding, through automations and improved processes, seeing us double and then double the volumes again over 2 years with effectively the same team size. Built a global Trust & Safety team and created systems and processes for misrepresentation/fraud management throughout the member lifecycle. Established a social media & community team to monitor, escalate, report, and engage with external communities to understand sentiment, feedback, and pain points for the global community. Regular NPS surveying and insights collection of community feedback and sentiment.

London, United Kingdom

In my role as Director of User Retention & Experience I was responsible for YouGov's most important asset: the 11+ million members who interact with us online each day by engaging with our research and the wider YouGov community. In my time at YouGov I:- Created and hired the Panel Experience team made up of community engagement, retention, rewards and support specialists growing the team from 0 to 12 members (with plans to expand further)- Set the global content & process strategy for retention and engagement campaigns - re-engaging over 3M "at risk of churning" members in a year- Defined global reward structures and worked with suppliers and developers on commercials and integrations to reduce costs by 46% and move delivery times for cash to be real-time - Defined a Tone of Voice and community guidelines for private and public communication with our members as well as an escalation process for community issues and safety concerns- Continual data-led experimentation that has lead to several improvements across multiple disciplines from improved early life experiences to targeted rewards - Established global support process and training for handling over 20,000 contacts each month through prioritisation and automations - Helped design and launch a new global mobile app, user tested by members - Expanded YouGov's panels to 20+ new countries, with rewards, support and engagement systems and processes in place for Day 1 - seeing growth from 6M members to 11M- 40+ website infrastructure migrations, guiding the global business and members through multiple website design and functionality changes

Responsible for creating and delivering community strategy set against wider business goalsReport community metrics and results to C-level teamRepresent community and its interests to all business, partners and membersOwn and set overall budget for community software & platform development, events, rewards and relevant campaignsManage & develop community team of approx. ~16 people across multiple disciplines:o Peer-to-peer support (all front line support handled by members)o Community-led ideation (labs.giffgaff.com)o User Generated Content (text, image, video)o Rewards & Recognition (gamification, ranking, badges)o Moderation ("Educators" primarily recruited from community)

Oversee delivery of community strategy across community teamProduct Owner for communityRecruit, manage and develop team of Community Managers

London, United Kingdom

Community engagementCommunity analytics and strategy Idea platform managementOnline/offline eventsManagement, training and development of Community Coordinator Team

Cambridge, United Kingdom

Community Manager for Night Shift. Managing a team of Community Coordinators across 7 days on all published titles and all social media platforms. Moderating and engaging customer base in North America/Pacific time zones. Organising and running in-game events, handling the escalation and public communication of any community/game emergencies and maintaining, monitoring and reporting on social media activity. Managing team and individual performance of Commmunity Coordinators.

Cambridge, United Kingdom

Manage and train up team of player support representatives tasked with supporting players of all of Jagex's game titles. Act as escalating manager for any PR, technical or security related issues and concerns out of normal office hours. Ensure overall company response time, quality and quantity KPIs were satisfied by all team members and that each team member had a personalised career development plan.

Madrid Area, Spain

Overseeing and guiding the scheduling, submission and testing of game code at Certification before submission to the respective First Parties (Microsoft, Nintendo and Sony)Primary contact for all key stakeholders on AAA titles such as The Sims, Monopoly (and all Hasbro properties), Harry Potter and all other titles under the EA ‘Play’ label

Madrid Area, Spain

Manage the performance and career development of several direct reports as well as the overall testing processes and guidelines for the division.(The primary function of worldwide Certification is to act as an audit testing and consulting centre for all games and game related software released by Electronic Arts globally. I am in charge of the team that audits the quality and functionality of the end user experience for all EA PC titles.)

Madrid Area, Spain

Specialised 1st party (Microsoft, Sony, Nintendo) compliance software testing

Chertsey, Surrey, United Kingdom

Lead team and overall strategy of compliance testing of software prior to submission to 1st party certification. Create overall test cases and compliance rules for PC platform for all Electronic Arts products working with key stakeholders at development and QA.

Contract tester - Sony, Microsoft, Nintendo compliance as well as functional, gameplay and mobile experience.

Bachelor’S Degree, Film & Video Production, 2:1 (W/ Honours)

Film & Video production with an emphasis on screenwriting, editing and directing.

Education record