Reno Deochan

-Software Entertainment -Supervisor -Social Media -Global Marketing -Community Management -Support Ticket Monitoring -User Analytics -Product Branding -Customer Relations -Public Communications -Release & Patch Deployment -Support Solutions -Media Budgeting -B2B -SQL -Critical Infrastructure

• Developed and implemented paid media strategies to enhance brand visibility and increase engagement across online platforms including Facebook, Instagram, Twitter (X), Reddit forums, Amazon forums, comment sections, YouTube, product reviews, and ratings
• Assessment of user engagement and ad analytics to implement appropriate ROI, PPC, CPC, and CTR goals for all digital media. Coordinated media budget across multiple social media platforms and ad tools to maximize value per dollar that achieved twice the engagement growth at a quarter of the prior costs 1 year after new strategies were deployed
• Conducted regular audits and assessments of digital infrastructure to identify areas for improvement and implement solutions for an optimal user experience focused on engagement and community growth
• Collaborated with cross-functional teams to integrate new technology and tools, enhancing the overall consistency of support features, ticket handling, and vendor support with experience using Sprinklr, Zendesk, LiveAgent, and Salesforce
• Improved overall quality of user and vendor support tickets to 100% satisfaction while supervising a helpdesk of 12 agents, overseeing new account creations, troubleshooting, and addressing concerns with product fulfillment or live service software/applications for Apple, Android, Roku, and STB devices

-Software Entertainment -Middle Management -Live Operations -Vendor Support -B2B Support -Support Ticketing -Quality Assurance -Product Testing -User Experience -Zendesk -SQL  -Account Handling -Supervisory -B2C Support -Billing Support -Issue Tracking

• Executed manual and automated testing procedures to ensure the quality and functionality of software applications across various platforms and devices including Apple, Android, Roku, STB, and web applications
• Collaborated with cross-functional teams to identify user experience issues and develop solutions to enhance usability and user satisfaction while delegating developer tickets to the appropriate team and supervising developer request tickets to ensure satisfactory implementation of solutions
• Developed support strategies that raised overall ticket satisfaction from >75% to 100% satisfaction within 1 year through user research, troubleshooting refinement, ticket format changes, FAQ development, and accurate feedback handling to supplement product improvements. Resolved user or vendor tickets ranging from complex developer issues to general troubleshooting and account handling with a consistent satisfaction rate of 100% and working on hundreds of tickets per month.
• Primary liaison between software developers, designers, and operation managers to prioritize and address critical QA and UX concerns promptly for a customer base over 600,000 users nationally in D2C support needs and servicing over 24 telecommunication companies in B2B troubleshooting

-Leadership -Foreign Affairs -Information Security -Sensitive Data Handling -Frequent Travel -High Pressure -Event Coordination -Training Management -Regulation Enforcement

• Received consistent commendations for maintaining discipline and high standards of military bearing during all duties and activities
• Responsible for 10 to 15 junior Marines, enforcing proper conduct and adherence to regulations that meet the standards of The United States Marine Corps, keeping the team focused on primary objectives while avoiding disruption of daily operations 

-Remote -Middle Management -Community Management -Social Media Management -Live Operations -Advertising Strategy -Development Blogging -Public Comm. -Software Entertainment

• Led campaign in developing and implementing engagement strategies to drive user engagement focused on consistent branding and tone across multiple media platforms that led to the primary project achieving the highest-rated upcoming interactive software title for our application genre across numerous digital magazines in tech and entertainment
• Monitored community engagement to gather feedback, analytics, and media data to identify trends that supplemented overall media strategy to improve the overall community experience
• Supervised moderation of an international community across all social media channels and forums to ensure a positive and inclusive environment focused on strong developer interaction to enable followers to engage with product development
• Grew media engagement from >1,000 or less interactions and >100 paying supporters, to a following of over 50,000 and over 25,000 paying supporters over the course of first two years that spurred my interest in digital marketing and community management