Customer Support Agent

Resume

Bill Thompson

925-***-**** hm / 707-***-**** cell

Box 56 Canyon, Ca 94516

*******@*****.***

Employment History

August 2021 to May 2023

Director of Customer Support, nWay Games, a division of Animoca Director of Customer Support for online, console and mobile gaming company

● Servicing 4 mobile and online games

Power Rangers - Legacy Wars and Battle for the Grid

Olympics GO!

Wreck League

Managed and built out a customer support redesign and QA for all games from the ground up, saving the company $85,00 per year in CS costs while arocketing efficiency (ask me how!) Managed international QA teams in three time zones April 2016 to August 2021

Director of Customer Support, Blockdaemon

Director of Customer Support -- all processes for providing customer support, help and customer relations for Blockeaemon, a crypto staking, blockchain node building company

● built thehelp section for developers and project managers to aid companies in building their own blockchain networks and managers developing projects.

● Aided in corporate customers setting up staking and payment chains

● Fielded incoming queries from potential new customers

● Interfaced between QA and developers in quick fixes for cutomer facing technical issues December 2011 to March 2016

Director of Customer Support/Customer Happiness, olark.com All things related to CS and overall happiness for our Olark user base. Director of Customer Support -- all processes for defining and enacting outstanding cs

● Built the cs team from 0 to 8 members (6 remote) for worldwide coverage on live chat, email and phone

● Designed and implemented All Hand Support – rotating the entire company to do one chat shift per week, for #1 providing excellent support and #2 to keep product use in the field on the radar screen for every Olark employee

Built and runs the Olark sales team

● Built a sales team of four to do live product demos, webinars and provide education for the customer base

● Built streaming video page to make demos/info ala carte worldwide Communication -- blogging, facebook, Twitter, crisis management*

* designed company crisis plan for outages and other service disruptions Metrics for cs, engineering and product development September 2010 - December 2011

Director of Business Operations, Topspin Media

Director of Operations, Topspin Media

Reason for leaving -- company consolidated resources and moved all personnel to LA. Relocation offer declined

Topspin media is a direct to fan marketing and ecommerce software application and services used by bands world-wide to manage their music and film, physical and digital distribution. http://topspinmedia.com My role at Topspin Media encompassed

The smooth flow of business operation specifically focused on:

• Physical fulfillment of CD, Vinyl, Band merchandise or artists and record labels.

• Managing our list of fulfillment warehouse partners world wide. US, CA, UK

• Onboarding new fulfillment partners and working through logistical and business process issues for existing clients.

• Onboarding new Artists and record labels onto the platform.

• Designing educational and marketing materials for new and existing clients.

• Forming and enforcing all policies around fulfillment, CS issues that arise during fulfillment and partner relations.

• Interface, guide, educate and act as liaison between Artist, labels and fulfillment partners.

• Built and managed a 6 person Fan support (purchases) customer support team

• Manage a 2 person Artist support tram (tech support and product/process support for Artists and record labels.

• Built and managed the Topspin Artist Support Community and the Topspin artist and developer knowledge base.

• Managed artist/fulfillment monthly payouts, vetting invoices by fulfillers for shipping and handling and ensured proper and rapid payment.

• Managed company intranet and companywide communications

• Member of product development team focusing on usability and artist/fan input for moving the product forward

January 2009 to September 2010

Community Manager/Customer Service Manager/Customer Relations doubleTwist.com

doubleTwist is a 14 person start-up building an application for managing, syncing and sharing digital media (video, audio, images) to smart phones, mP3 players, digital media players and to friends and family.

My role at doubleTwist encompasses:

● Building a p2p tech support community and creating a growth strategy that scales from early release to mainstream levels of users as the product matures.

● Building and managing a developer’s forum for user interface, creativity and widget building with our api

● Managing traditional customer support, both product info and tech support.

● Wrote and maintained FAQ and Knowledge base, accessible to users through the web site and applications to deflect email support queries and keep customer support costs low.

● Wrote tips and tips sections for helping users understand how to interface their devices and to use doubleTwist.

● Managing the doubleTwist Facebook and Twitter presence to outreach to new users and to keep legacy users aware of product updates, new and evolving features and generally keep doubleTwist a household name on social networking pages.

● Various marketing initiatives and outreach

● Manage and develop the company wiki and product knowledge base. Developed social networking and viral growth plan for doubleTwist client application: 1.communication between users

2.send and receive media interface

3.live chat, pm and email contacts between sharing friends 4.notifications of activity – group and individual 5.searchable user directory new friend gathering

May 2008 to December 2008

Project Manager, Community Management Consultant

Lithium Technologies

My role at Lithium had two distinct skill sets and missions:

● Project Management As part of the CSM (customer success management) team I worked with corporate clients to launch the Lithium SaaS community software which included forums, chat, blogs, Idea storm, and content active cast, managing the 6-8 week process or UI development and the technical side of SSO integrations, Omniture and RightNow knowledgebase support integrations. After a successful launch the CSM would continue to support and manage customizations and ongoing issues. Customers included RIM

(blackberry), T-Mobile, Juniper.net, Lenovo, and Computer Associates. Customer interface and case management was accomplished using Salesforce.com software.

● Community Management Consultant As part of the launch process I ran training and consulting sessions for community management, admin and moderator training and did checkpoint meetings with customers every 60 days to assess the health and growth of their communities and provide strategies and action plans for improvement and continued success. Tactics included community architecture, promotion, engagement, UI design, metrics analysis, content and user encouragement/engagement and retention. May 2007 to April 2008

Community Manager/QA/Product Development/Customer Relations, WeBot My role in this 9 person media sharing/social networking start up included:

● Product Development team member* working in design, UI, User testing and analysis, copywriting site and GUI branding, user guide and support text.

● Built the WeBot Community – customer support and testing community platforms – Forums and Blogs, mailing lists. Managed and implemented the company mass mailing program. Managed beta testing groups and online forum CS group.

● Customer Communications – managed mailing lists and, wrote all customer communications for product releases and product branding info-pacts. Managed and wrote and provided content for the Company Blog.

● QA management – built bug data base and managed all product release cycles for the web site and Web based application in close cooperation with CTO and Dev manager. Wrote and implemented test plans. Site admin monitoring. Sept 2004 – April 2007

Manager -- Online Community, Customer Service Manager, Quality Assurance – Grouper.com

● QA manager from May 2005 to April 2006. During this time frame Grouper put out 4 major releases to its P2P client application and 2 major reworking/redesigns of its Web site. I managed a 5 person QA team through all phases of release from developing use cases, test cases, implementing daily and release specific smoke tests. Grouper developed from a small P2P file sharing app to a major video sharing application Web site during this time frame. I built and managed an 81 person Beta Testing Team for Client and Web user testing.

● Managed Customer support and Online Community from Sept 2004 to present. Designed and built support / discussion forums and wrote all customer query response templates for email support response. Managed 4 Forum moderator volunteers for online/real-time support help. Wrote Newsletters and wrote support tips for the newsletter and video support tips clips to be shown on Grouper.com, promoted via the newsletter and forums. I also vetted video clip support tips from high visibility content producers from Grouper.com to be featured on our site and forums ( a community feature I pushed for and developed).

September 2003 – May 2005

Director of Internet Services/Web Master, Pet Food Express

● Web master for an E-commerce Web site www.petfoodexpress.com for a regional chain of 22 Pet Food and accessories stores in the San Francisco Bay Area. Responsible for planning direction and implementation of Web footprint, retail presence ($150,000 in net sales per year) and community involvement.

● Manager of 3 person department encompassing Customer Service, shipping and receiving.

● Web master for and www.virtualpetadoptions.com, Pet Food Express’ program to support rescue organizations and animal shelters throughout the Bay Area. I was the main company connection with the 69 rescue organizations that participated in the Virtual Pet Adoptions web site. I oversaw and managed coupon program that resulted in $50,000 per year in direct donations to Rescue groups.

● Did all Web graphics, marketing design, html and asp programming for both Web sites. December 1998—September 2001:

Customer Support Manager/Community Content Manager: Spinner/Nullsoft, San Francisco, Ca

Customer Support and Feedback Manager/liaison for Spinner.com, Winamp.com and SHOUTcast.com, leading Internet streaming audio and music providers. I was also the online Community Content Manager/administrator for Winamp.com and Spinner.com. Responsibilities:

● Responsible for monitoring/tracking all incoming email related to technical issues, Web site and client/player usability questions, comments and design suggestions, complaints, feedback and praise.

● Spinner.com and Winamp.com support were handled off to a mid-western AOL call center and my duties involved daily interaction with support managers and front line reps to maintain timely and accurate answering of all support queries I worked closely with the QA department in recognizing and tracking down solutions to recurring and emerging technical bugs in our client software and Web site..

● As community manager, I have helped build, create and grow the Winamp music community forums (150,000 + current registered users), I managed a force of 25 volunteers who do peer-peer techsupport and general Winamp hosting/leadership) skinning, plugins and development forums. I continue to be an advisor to the current administrator of the Winamp community forums.

● Creating a P2P technical support forum brought incoming support email requests down from 2,200 a week to roughly 750, saving 2 full time support representatives --

$100k per year savings. *note, this did not necessitate laying off or firing any employees, rather it made for the more efficient utilization of available call center resources.

● I wrote all FAQ and technical documents for www.Spinner.com and contributed FAQ to www.winamp.com, and www.shoutcast.com

The way back machine

Previous to the Internet age, I was a recording studio owner/audio engineer/mixer/producer and touring concert sound engineer with over 100 album project under my belt and a dozen or more Gold and Platinum records.

EDUCATION:

Chico State University BA

Record engineering school, Wally Heider Recording, San Francisco, CA University of San Francisco

Building online community, Julie Chiron instructor HOBBIES, AND INTERESTS:

Amateur musician: Guitar Bagpipes, Bodhran, Bones

Cooking, Writing, Literary Fiction: Published "Brick, a novel" on Fithian Press in October, 1995 References:

Available on request.

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