Olivia Quintanilla: Senior Community Development Manager in Gardena, CA

* Relationship building with content creators, streamers, YouTuber's, partners, and volunteers on our platform. * Managing, updating and currently building our partner program. * Coordinating and planning events, cons and initiatives closely with all stakeholders. * Monitoring community dialogue and voice concerns from all channels. * Compile and make recommendations based on user feedback and provide information directly to our development teams. Distribute and communicate changes, fixes and new information across all of our channels to our users. * Building processes and improving our knowledge base for our new and existing users. Helping develop safety tools on our platform and community guidelines. * Currently managing and mentoring two other employees focused on our social media channels and customer service channels.

* Relationship building, managed MVP program, influencer recruiting, addressing influencer and content creator's questions, and compiled feedback regarding our online video games. * Moderate our video game forum and social media channels to help maintain a positive experience for newcomers and regular followers. * Communicate and update our communities and internal departments with large-scale issues impacting our online video game player base (example outages, realm crashes, login issues, etc.). * Report on the sentiment and meaningful feedback of changes, fixes and updates of our online games. * Project managed various types of initiatives for initial game expansion, promotions, and major updates/changes. Approvals for key assets, gift codes, key art, and influencer management. * Create content for the forums, social media, in both English and Spanish to support events, game launches, and promotions. * Experience in crisis management and public communication on our forum and social channels. * Always striving for community and engagement development initiatives, creative efforts for social, online/in-person engagement events, support for game launch summits, trading card game events and BlizzCon events.

Resourceful Administrative professional with experience providing support to management, developers and all creative departments in an entertainment studio. Filing; Faxing; Typing; Memo distribution; Scheduling appointments; Ordering Office supplies; Managing mail; Handled facilities and maintenance issues; Set-up company lunches and dinner during crunch; Assist in company events; Sort and ship mail and packages.

Project managed a new Customer Service structure with new strategies to help better support customers for their Combat Arms video game and prepared weekly reports of current top issues.

* Launched Latin American Customer service forum and translated support documentation in both Spanish and English for our AAA video games. * Assist individual players via social media and threads on the customer service forum with answering questions, addressing issues, and reporting feedback in a professional manner, while maintain pride in representing Blizzard publicly. * Responded to fan mail on behalf of Mike Morhaime sent to Blizzard Entertainment. TA Project Manager - Latin America World of Warcraft Launch * Formed part of the Latin American launch team of three members that helped lay out a new support model, plan timeline, and organize a general structure for the Latin America customer service department. In-Game Support - Game Master Specialist * Assisted players through our petition system in-game and via email, managed complex restoration, special recovery cases, hack investigations, and communicate penalty actions. Ensured players had a positive Blizzard experience with every conversation.