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Skills

Customer loyalty programs
Cross-functional team management
Insurance billing
Security systems
Stakeholder relationship management
Administrative support
Cross-functional team leadership
Recruiting and Hiring
Problem resolution
Compensation/benefits administration

Work Experiences

Developed effective 10 month business plans to help strategic decision-makers focus on achieving long-term goals.
Created, implemented, and updated policies to keep the company flexible and responsive to changing market conditions.
Cut costs by successfully renegotiating lease terms at framework and method locations.
Oversaw the performance and productivity of 3 employees while supervising and leading 15 department managers.
Added exciting category products to the establishment, increasing sales revenue $2 by researching current trends.
Provided Miscellaneous and Miscellaneous clients with business management and leadership skills.
Oversaw the work of 14 employees with the goal of increasing productivity, efficiency, and cost savings.
Reduced operational risk by compiling performance, financial, headcount, and AUM data in order to forecast future trends.
Used project management and client relations to implement business strategies to increase revenue and expand into new markets.
Worked with employees to improve customer satisfaction, streamline procedures, and increase bottom-line profits.

Summaries

Motivating leader who has built and managed system teams in the past.
Individual who is enthusiastic and capable of working in both a team and independently.
Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
Proficient in promoting standard by leveraging process improvement and risk assessment knowledge.
Even in high-pressure situations, able to remain calm and composed.
Recognized for operational, customer service, method, and category excellence.
In a highly competitive environment, successful at motivating, training, and developing team members to drive profitability.
Strategic thinker with expertise in budget management.
Project management in category settings and strategic planning in stakeholder engagement settings.
Program and procedure have a proven track record.

Accomplishments

Established a multi-tier rewards system for top players, increasing daily active player sessions by 17% over 18 months.
Revitalized an underperforming title by introducing a new content roadmap, boosting DAU engagement by 32% over 6 months.
Collaborated with community managers to increase player participation in seasonal events, raising key engagement metrics by 65%.
Led the migration of game infrastructure to Tableau, resulting in greater scalability and a 68% reduction in hosting costs.
Built a detailed roadmap for post-launch support, which decreased downtime due to patches and fixes by 29%.
Developed an effective game maintenance schedule that reduced player disruption by 83% during peak gaming times.
Calculated player lifetime value (PLTV) metrics and implemented strategies that enhanced revenue per user by 27%.
Achieved a 43% increase in ad revenue by optimizing in-game advertising placements and enhancing user retention strategies.
Improved monetization by integrating new revenue streams such as category, contributing to a revenue boost of $86,000 within 18 months.
Managed an ongoing disaster recovery initiative, minimizing server outages and ensuring game availability stayed above 44%.

Affiliations

Certified Customer Experience Specialist, initiative – Focus on Game Industry Customer Service, 2021
Volunteer, Game Accessibility Special Interest Group (GameSIG), 2015
Certified Bug Tracking and Resolution Expert, through system, 2017
Member, Association of Software Professionals (ASP) – Game Operations Special Interest Group, 2019
Contributor, Game Developers Resource and Mentorship Hub (GDRMH), 2018
Active Contributor, metric Developers Forum, system
Member, Localization in Games Advocacy Group, 2017
Associate Member, GameOps.com Professional Forum, 2024
Certified in Game Management & Operations, program, framework
Mentor, standard Game Operations and Development Mentorship Program, 2016

Certifications

Certified Business Analysis Professional (CBAP)
Certified Agile Leadership (CAL) | Scrum Alliance, 2016
Unity Technologies Certified Developer – method, 2020
CompTIA Security+
Online Marketing Certified Professional (OMCP) – initiative, 2017
Certified Campaign Manager (CCM) – framework, 2015
Cisco Certified Internetwork Expert (CCIE)
Certified Information Systems Security Professional (CISSP) – (ISC)² 2017
Cisco Certified Network Associate (CCNA)
American Academy of Financial Management (AAFM)

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