Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

AARON BLUM

Bothell,WA

Summary

Client relations and business development professional with extensive experience in customer experience optimization, launching and managing local and remote support programs, and team performance maximization. Excels at providing world-class support in a cost-effective manner while fostering a supportive and positive work environment.

Overview

26
years of professional experience

Work History

Collabera / Ascendion

Community Program Manager
01.2020 - Current

Job overview

  • Managed service role for the Microsoft Learn Student Ambassador & Microsoft Most Valuable Professional / Regional Director programs
  • Provided escalation support for all issue types across multiple support channels
  • Authored work processes covering program benefits distribution
  • Created and maintained self-help knowledgebase resulting in significant contact deflection and improved user experience

Keywords Studios

Senior Manager, Support
04.2018 - 02.2019

Job overview

  • Oversaw all support operations in Seattle studio
  • Directly responsible for 10 supervisors and approximately 100 support specialists
  • Managed relationships with clients on business accounts with > $3 million in annual invoicing
  • Represented support program in studio department heads meetings and presented monthly and quarterly performance presentations

En Masse Entertainment

Manager, Customer Support
08.2010 - 03.2018

Job overview

  • Oversaw local staff hiring in preparation for company’s initial product launch
  • Conducted support vendor selection
  • Responsible for performance of local team of staff and supervisors as well as off-site team of varying size
  • Developed operating plans including staffing models and traffic forecasting
  • Created training material and provided quality assurance for department processes and policies
  • Prepared for and supported the launch of multiple follow-up products

Electronic Arts

Assistant Manager, Global Service Operations
01.2001 - 11.2009

Job overview

  • Managed relationships with vendors, strategic partners, and global EA support offices
  • Oversaw performance of 50-person support team with an annual budget of > $1 million
  • Launched and supervised support program in Delhi, India (2001)
  • Launched and supervised support program in Manila, Philippines (2004)
  • Promoted 3 times during tenure at EA, from Agent to Supervisor, to Operations Lead, and to Assistant

Kesmai Studio

Support Representative
08.1998 - 07.2000

Job overview

  • Provided technical support for the Gamestorm online gaming service
  • Assisted with account and billing issues pertaining to subscriptions
  • Researched support issues and created work instructions and documentation

Education

Virginia Commonwealth University

Bachelor of Science from Mass Communications

Edmonds College

Certificate in Project Management

Michigan State University

Certificate in Human Resource Management

Skills

  • Team performance maximization
  • Employee professional development
  • Process creation and optimization
  • Staffing and budget forecasting
  • Customer experience
  • Cross-team communication

Timeline

Community Program Manager

Collabera / Ascendion
01.2020 - Current

Senior Manager, Support

Keywords Studios
04.2018 - 02.2019

Manager, Customer Support

En Masse Entertainment
08.2010 - 03.2018

Assistant Manager, Global Service Operations

Electronic Arts
01.2001 - 11.2009

Support Representative

Kesmai Studio
08.1998 - 07.2000

Virginia Commonwealth University

Bachelor of Science from Mass Communications

Edmonds College

Certificate in Project Management

Michigan State University

Certificate in Human Resource Management
AARON BLUM