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Skills

  • Implementation planning
  • Customer service optimization
  • MS Office
  • Event organization and hosting
  • Retail Game Sales
  • Budgets
  • Game title promotional activities
  • Community engagement in gaming events
  • Customer engagement and experience enhancement
  • Communications

Work Experiences

  • Solved process issues, improved operations, and provided excellent customer service.
  • Built and maintained relationships with local esports teams.
  • Actively engaged with customers.
  • Acted as liaison between store management and corporate headquarters.
  • Built and maintained relationships with local esports teams, generating 6 sponsorship deals and increasing brand visibility in Austin.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Boosted team performance.
  • Answered product questions and provided troubleshooting and advice before and after the sale.
  • Demonstrated product capabilities to aid in the selection process.
  • Suggested gaming merchandise and accessories based on the client's specific needs.

Summaries

  • Pioneering Lead Game Advisor with 3 years of experience in collaborating with teammates to boost creativity while creating appealing game concepts and designs.
  • Boosted customer loyalty.
  • Accomplished in driving team performance.
  • Lead Game Advisor with 6 years of successful performance reporting and workflow optimization experience.
  • Accomplished in driving team performance, overseeing staffing schedules, reducing operational delays, and enhancing sales efficiency by 28%.
  • Broadened reach for framework.
  • Achieved a 60% boost in product accessibility.
  • Achieved a 15% reduction in onboarding time.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Secured exclusive promotional partnerships with online streamers, growing brand visibility and contributing to a 43% boost in new customers.
  • Collaborated with the marketing team to launch a successful midnight release event, resulting in 69% increase in day-one game sales for category.
  • Supervised return and exchange protocols, leading to 71% fewer disputes and higher consumer trust in the warranty policy.
  • Resolved product issue through consumer testing.
  • Developed and executed monthly promotional events, driving in-store traffic by 78% during high competition periods.
  • Directed daily operations of a team of 5 Game Advisors, boosting efficiency and meeting customer satisfaction targets by 57%.
  • Created and rolled out storewide incentive programs that motivated staff and drove an 56% increase in game accessory sales.
  • Collaboratively addressed customer pain points with the technical support team, resulting in a peer-recognized troubleshooting guide.
  • Streamlined stock replenishment processes ensuring top-selling titles were always available, reducing stockouts by 82%.
  • Documented and resolved standard which led to procedure.

Affiliations

  • Unity Developers Club
  • Entertainment Software Association (ESA)
  • American Medical Informatics Association
  • Society for Consumer Psychology (SCP)
  • Game Marketing Summit Attendee
  • Next-Gen Gaming Retail Advisors Council
  • Video Game Bar Association (VGBA)
  • Society of Human Resource Management
  • Global Game Jam Participant
  • Twitch Affiliate Program Certification

Certifications

  • Certified Retail Associate Trainer - Lakeside Partners
  • Certified Gaming Console Technician - Lakeside Partners
  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Gaming Leader (CGL) - 2020 Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Upselling & Cross-Selling - Lakeside Partners
  • Certified Retail Operations Leadership - Meridian
  • Certified Gaming Hardware Expert - Brightline
  • Cisco Certified Network Associate (CCNA)

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