University of San Francisco

Director, Customer Experience at Discord

<a href="https://discordapp.com/Connect">https://discordapp.com/Connect</a> with your friends and communities with top tier voice, video, and text chat. Discover and play amazing games with the Discord store and Nitro.

Discord

Director, Customer Experience

Discord - <a href="https://discordapp.com/All-in-one">https://discordapp.com/All-in-one</a> voice and text chat for gamers that’s free, secure, and works on both your desktop and phone. Stop paying for TeamSpeak servers and hassling with Skype. Simplify your life.

Lead Manager, Customer Experience and Community Management

- Monitor customer satisfaction data and trends to provide actionable insight resulting in a satisfaction increase by an average of 18%. • Analyze key performance metrics to identify opportunities for improvement within internal teams, vendors, and 2nd party developers.• Build and present data sets via. SQL, dashboards, statistical analysis, and data visualizations.• Identify operational weaknesses to help improve and innovate new processes. • Create and nurture strong relationships with cross functional teams, vendors, and 2nd party developers.• Drive and implement consumer operation services with product managers and engineers in alignment with product roadmaps.

GREE International, Inc

Lead Consumer Operations Specialist

- Handled various inquiries from users in a professional, timely, and organized manner.• Logged technical issues and worked with relevant teams to prioritize and solve them.• Helped solve profound problems reported by users by collaborating with cross functional departments.• Gathered feedback from users and provided actionable information to development teams.• Managed support queues to ensure users received responses within service level agreement targets.

Consumer Operations

- Create and maintain product’s social media channels.•	Build product loyalty and increase user retention utilizing social media channels.•	Analyze statistics to gauge user engagement and revenue trends.•	Assist Department Leads to develop strategy and prioritize major issues.•	Work closely with Product Management to assist in revenue and marketing.•	Engage and interact with players through vBulletin and social media channels.•	Identify and surface technical issues and bugs for quick resolution.•	Prospect and communicate user feedback for production support.•	Develop and market surveys for Game Design insight.•	Articulate and represent the Player Community sentiment through reports.•	Produce videos and tutorials for user education and feature releases.•	Demonstrate the ability to fully analyze product from all perspectives of a player.•	Generate content writing for news, announcements, blogs, and guides.•	Voice potential Community concerns in product review.•	Grow the Player Community and analyze statistics to measure success.•	Support QA with playtest for all cadence releases. •	Moderate forums at an interpersonal level.

Zynga

Community Relations

- Created, calculated, and examined billing sheets for payroll and ensured fees, rentals, and food & beverage minimums were satisfied.•	Produced room layouts, place cards, and table assignments according to client specifications.•	Formulated personalized private dining banquet menus.•	Communicated with Service Staff regarding guest’s allergies and nuances. •	Recognized revenue management for 3 private dining rooms.•	Illustrated post-sales customer experience through personalized thank you notes.•	Reviewed private dining contractual agreements and computed menus, details, and instructions into FileMaker Pro.

Danny Duong