People manager for a team responsible for all public facing support communications on various social media channels.

Spearheaded new active listening initiatives on Twitter to reach customers who hadn't yet interacted with our page.

Implemented a new public facing communication strategy that allowed the team to focus on trends and hot topics most pressing to the business.

Created documentation and training used business wide by multiple domestic and international teams focused on player engagement, community best practices, and brand voice.

Trained the team on Discord, including moderation and communication with customers through the channel.

Created launch strategy for Reddit support, using networking with various community teams for a beta with over a million players.

Responsible for creating and curating content plans for the Ubisoft Support social media pages.

Developed content plans and scheduled posts for the Ubisoft Support

Facebook and Twitter that drive engagement and anticipate potential player concerns to reduce support contacts.

Reported on growth, engagement, and other analytics for the Ubisoft Support social media channels to management.

Actively monitored and communicated trends reported through multiple social media channels, including Twitter, Facebook, Discord, Forums and Reddit, to internal teams.

Produced assets to be used for support and marketing posts.

Responsible for replying to players over the Ubisoft Support social media pages.

Publicly responded to players looking for support over Facebook, Twitter, Ubisoft forums, Steam and Amazon.

Moderated rule-breaking forum posts using Vbulletin and replied over 9,000 times on the Ubisoft forums.

Monitored forums for technical tests, betas and launches and reported emerging issues to game teams using Jira