Work Experience

RealNetworks, Seattle WA.
Customer Support Lead on Outsource Management Team, December 1999 to Present.

• Point person responsible for information coordination, policy and procedure for 7 major software product releases, including game-related releases, and 5 major ongoing subscription services.
  
• Managed customer service and tech support releases of several acquisition products.
  
• Worked with development teams to acquire product information.
  
• Prepared information for distribution to 4 outsource teams in the United States, Europe, and India. Wrote and implemented training materials for outsource teams around the globe.
  
• Consumer advocate in bug triages and development meetings.
  
• Assessed time and resource needs to provide product details and support policies/procedures to outsource teams.
  
• Subject Matter Expert (SME) for 6 products and 4 subscription services.
  
• Wrote and edited knowledge base articles for clarity and technical accuracy.
  
• Determined support policies and procedures that would be of greatest benefit to the customer while keeping support costs at reasonable levels.
  
• Maintained library of product documentation, marketing materials, and policies and processes that might affect the performance of customer service representatives.
  
• Created comprehensive reports for development teams regarding customer service contacts, technical issues, and customer feedback.
  
• Monitored reporting tools used by the support teams to ensure accuracy of reports and made changes to procedure and policy as needed.