Resume

Sign in

Manager Customer Service

Location:
Redwood City, California, United States
Posted:
August 20, 2018

Contact this candidate

Resume:

Elysia Schwartz

Redwood City, CA *****

310-***-****

ac6qwr@r.postjobfree.com

https://www.linkedin.com/in/elysiaschwartz/

Highly motivated Game Producer with over 7 years of Community, Marketing, and Monetization experience developing, executing, and maintaining successful game launches to ensure high return and engagement upon release.

PROFESSIONAL EXPERIENCE

ELECTRONIC ARTS, REDWOOD SHORES, CA AUG 2013 – FEB 2018 Event Producer for Pogo division (May 2017 – February 2018)

● Worked as producer on World Class Solitaire HD and Turbo 21 HD.

● Coordinated and facilitated across all departments of the business to ensure games were on time and were delivered to the highest of quality.

● Managed the recent Pogo iOS app update, update 1.3.8. This included coordinating with the engineering team to fix bugs, ensure any requested changes by Apple were addressed, and ensuring the game worked on the yet to be released iPhone X.

● Documented game development process from start/concept to final/release to ensure that anyone looking at the process could clearly understand the direction the game needed to take and to ensure in the future if anyone needed to look back on how the game is supposed to be, it would be easy to find in one place. Worked with UX/UI and engineers to re-work Pogo’s html5 SDK to help future proof it and add features players would want.

● Partnered with UX/UI and Engineers as a Product Manager to drive as a producer/product manager the updates/improvements to Pogo’s html5 SDK to help future proof it and add features players would want including adding the ability to upsell/suggest challenges for players to buy and do. This helps increase engagement and monetization without having the player leave their game.

● Collaborated with QA in testing new game builds for upcoming releases.

● Compiled and categorized player reported bugs to expedite QA response time. Marketing Specialist II, October 2015 – May 2017

● Planned and executed marketing campaigns on Pogo.com to ensure player engagement and high return on monetization.

● Managed 30-50 campaigns a year including Black Friday/Cyber Monday, Pogo’s Anniversary, Club Pogo’s Membership Appreciation Day, Winter Holiday, etc.

● Analyzed past run events and promotions to create improved campaigns with increased revenue. Community Manager, August 2013 – October 2015

● Collaborated with QA in testing new game builds for upcoming releases.

● Compiled and categorized player reported bugs to expedite QA response time.

● Assisted with player moderator program and ensured reports were forwarded to the appropriate channels.

● Analyzed past run events and promotions to create improved campaigns with increased revenue.

● Managed the Pogo.com community forums on phpbb.

● Acted as liaison between Pogo and Customer Service to aid with account specific or widespread reported issues.

Elysia Schwartz • Redwood City, CA 94065 • 310-***-**** • ac6qwr@r.postjobfree.com KABAM, SAN FRANCISCO, CA JULY 2011 – JULY 2013

Game Master, Live Operations

● Planned and executed in-game sales, promotions and events to both maximize revenue and enhance the player experience.

● Held company record for highest one day revenue generated to the amount of $260,000.

● Discovered and spearheaded effort to fix a bug that cost over 80% of lost revenue per customer transaction.

● Created comprehensive sales campaigns that could be implemented by other staff.

● Developed and ran MySQL queries to extract data for in-depth analysis.

● Assisted QA with testing of new game builds for upcoming releases.

● Compiled and categorized player reported bugs to expedite QA response time.

● Assisted with player moderator program and ensured reports were forwarded to the appropriate channels.

● Responsible for all Twitter and Facebook postings for sales, events and promotions to maximize exposure.

● Analyzed past run events and promotions to create improved campaigns with increased revenue.

● Managed the Kingdoms of Camelot and Glory of Rome community forums.

● Enforced the Terms of Service in Kingdoms of Camelot and Glory of Rome

● Answered customer emails and provided troubleshooting assistance as needed. KONAMI, EL SEGUNDO, CA JULY 2008 – MARCH 2011

Senior Customer Support Representative

● Provided phone and email support to customers in a call center environment.

● Assisted customers with password retrieval, game advice and troubleshooting issues.

● Served as Game Master for Metal Gear Online and Pro Evolution Soccer.

● Assisted with warranty returns, exchanges and mailings.

● Worked with Parature software to build new knowledge base articles and maintained customer submission forms.

● Assisted with the Yu-Gi-Oh! Trading Card Game division in various capacities including mailing out product replacements, handling parental consent requests and preparing card shipments.

● Catalogued and reported issues for development teams and QA.

● Facilitated the process for hobby stores to become Official Konami Tournament Stores. TECHNICAL PROFICIENCY

● Microsoft Office, JIRA, Confluence, XML, HTML, CSS, Google Analytics, Google Drive, Slack, Basecamp, Hansoft, Perforce, WordPress, Facebook, Twitter, Youtube, Hootsuite, Spreadfast, Salesforce, Right Now

● Game quality assurance

● Launching iOS app updates

EDUCATION

UCSC, Santa Cruz, CA

2000-2002

St. Anthony Jr. Sr. High School, Wailuku, HI

Diploma, 2000

Elysia Schwartz • Redwood City, CA 94065 • 310-***-**** • ac6qwr@r.postjobfree.com INTERESTS

● I’ve been playing video games ever since I can remember. I received my own very first video game console, a NES, when I was 3

● I’ve been sewing/costuming/cosplaying for about 23 years now. I make on average 3-5 costumes a year to wear to various conventions, such as Fanime Con, SacAnime, Crunchyroll Expo, etc. Elysia Schwartz • Redwood City, CA 94065 • 310-***-**** • ac6qwr@r.postjobfree.com



Contact this candidate