Customer Service Professional Experience

**** *. ******* **. *** ***

Tucson, AZ *****

Phone 520-***-****

E-mail ******@******.***

Steve Brock

Education

**** - **** ********** ** ******* Tucson, AZ

BA Political Science

Created own major with elements of Hydrology, Economics, and Political Science to reflect a degree in Water Resources and Environmental Administration

1989 - 1993 University of Colorado Boulder, CO

MA Political Science

Emphasis in Public Policy / Communications Policy. Thesis Topic: “The Clipper Chip: Policy Perspectives on Encryption, Security, and Privacy”

Professional experience

2008 - Present Mzinga, Inc Tucson, AZ

Director of Moderation Services

Assist clients with selection of type and level of moderation services and manage the project once it launches.

Recruit/hire/train/manage members of the moderation team (we have over 50).

Write reports on analytics and interaction, and resolve issues for both clients and their customers.

Monitor Terms of Service Violations, insure brand protection, review all User Generated Content (including photos and videos) before or after it goes live, running contests and other events, providing customer service functions (such as providing answers to posted questions)

Provide services on all platforms: Mzinga Learning and Social, other vendors, internal and third party platforms, and content aggregation software, as well as Facebook, Twitter, YouTube, etc.

Direct Sales and Marketing moderation business development efforts to secure new clients.

Contribute news and commentary to the Mzinga Thought Leader blogs.

My clients bring in over $3,500,000/year to Mzinga.

1999 – 2008 WellEngaged / Prospero Technologies Tucson, AZ

Director of Community Management Services

Manage all phases of online community building for enterprise clients, from creation through launch, seeding and facilitating discussions, creating original content, community moderation, customer service, and security.

Write customized reports for clients, inform them about what their community users are (and aren’t) interested in, how they are responding to different marketing efforts and business goals, and recommend ways to improve their community efforts.

Manage live online events with high-profile newsmakers, entertainers, and reality show participants.

Have managed as many as 60 outsourced monitors/moderators, who I have recruited, hired, trained, and managed.

My clients brought in over $3,000,000/year to Prospero.

1994 - 1999 Microsoft Network Boulder, CO

Community Manager: Books and Reading Community

Created, produced, and managed all aspects of the community.

Developed comprehensive policies and procedures to recruit, interview, train, and manage assistant managers.

Increased member participation and member-created content through engaging community-building activities with original content, live events involving best-selling authors, compelling daily chats, and 10 lively message boards.

Consistently surpassed goals and expectations for monthly membership – the community was in the top five in performance / traffic every month of my tenure.

1989 - 1994 Usenet Boulder, CO

Community Manager/Book Reviewer

Created my own Usenet newsgroup: rec.arts.books.reviews on Usenet, a community just for book reviews. Wrote book reviews and edited/approved others and published them online. I still publish an online list of recommended books on a monthly basis.

1969 - 1989 Various Newspaper Publishers Various

Pasteup Artist / Computer Operator

Worked in the Composing Room of many daily and weekly newspapers, including the Pasadena Star News, St. Louis Metropolitan Newspapers, the Spokane Spokesman Review, and Tucson Newspapers Inc., performing numerous pre-press and editorial activities.

References

Available on Request

Interests and activities

Internet culture, Internet citizenship/civility/compassion/empathy, Internet communities, reading (and writing about what I'm reading), playing the electric bass (roadster orange Ibanez RS300/Fender Jazz Bass 08050510 and Ampeg BA-115 combo amplifier), weightlifting, Reiki (I'm a Reiki Master), eastern philosophy, meditation and visualization, cognitive neuroscience (big fan of Rick Hansen and David Deida). As part of my book reviewer legacy, I publish a monthly list of recommended books at http://forums.delphiforums.com/stevo1. Interesting past jobs: Newspaper delivery boy (Herald Examiner in Los Angeles), hot walker at Santa Anita Race Track, McDonalds (before the Big Mac was introduced), telemarketer, distributed samples of Planter's Peanuts at a local mall dressed as "Mr. Peanut, and ran a 5,000-book library out of my house at the age of nine.

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