Agent Assistant, Epic Games through Nextaff Contract             Jan 2018 – Jan 2019

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Mentored new employees on procedures and policies to maximize team performance.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Quality Assurance Analyst, Imangi Studios                                 Sept 2019 – May 2022

• Embedded QA Support for Temple Run, Temple Run 2 as well as a bridge of communication with publishing partners on Temple Run Idle Explorers.
• Documented, triaged and managed defects in Jira and worked with developers to facilitate timely resolutions.
• Created, edited, and updated project manuals and technical documentation used by entire QA team.
• Worked in the editor to update weekly live events and package textures.
• Created comprehensive test cases based on technical specifications or customer requests.
• Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
• Prepared reports detailing overall project progress according to established timelines.
• Worked closely with developers during sprints providing feedback on user stories created.
• Monitored and facilitated bug resolutions to optimize software.

Producer, Deck Nine Games                                                                        Sept 2023 – March 2023

Junior Producer                                                                                          May 2022 – Sept 2023

• Managed the workflow of a project from concept through post-production.
• Coordinated agile sprints for a programming team of 13+.
• Created processes and procedures that ensure high-quality products are delivered on time.
• Led project planning sessions to map out timelines for feature development.
• Communicated progress updates at regular intervals with senior leadership.
• Worked with cross-functional teams to achieve goals.
• Collaborated with others to discuss new improvements.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Participated in design reviews to ensure usability standards are being met throughout the development cycle.