Resume
Recent Experience
WPN Retail Relationship Representative
Wizards of the Coast
October 2020 - Present
Renton, Washington
Answered in-depth questions regarding the Wizards Play Network (WPN) programs and policies as they apply in the relevant countries or regions.
Cleaned and analyzed metric data affecting over 6,000 retailers globally while developing a more efficient data processing system in Excel that cut handling time on tickets in half.
Developed a Knowledge Base audit system in Excel to allow quick turnaround of article publishing and maintained Zendesk Knowledge Base in coordination with nine international localization teams.
Managed portfolio submission and creation to determine if a store meets the standards of the Wizards Play Network and understanding regional differences in the documentation and retail norms.
Work with local support and development teams globally to provide excellent customer service to help our global retailer community.
Education
BA in Digital Arts and Science
University of Florida
2014-2020
Gainesville, Florida
Summa Cum Laude (3.94/4.00)
Ambassador for Digital Worlds Institute
PROJECTS:
Books BEHIND BARS: High fidelity mockup and research thesis
Boat of Souls: Playable Unity 2D adventure game
Professional Certificates
Google Data Analytics Professional Certificate
Google Project Management: Professional Certificate (Ongoing)
Professional skillset
Customer-centric communication
Software and application support (MacOS and Windows)
Efficient problem solving
Self-motivated and positive work ethic
Proficiencies
CRM Software (Salesforce, Zendesk, OnBase, HVR)
Adobe Suite
Unity 2D/3D
Atlassian Suite (Jira, Confluence, Trello)