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
Similar Profiles
GERALD GUBATGERALD GUBAT
Benefit Insurance Specialist at Ascendion (Collabera Digital)Benefit Insurance Specialist at Ascendion (Collabera Digital)
Devraj PandeyDevraj Pandey
Senior Executive in Finance & Account at Ascendion Services private limited (Aka Collabera)Senior Executive in Finance & Account at Ascendion Services private limited (Aka Collabera)
Mohit SwamiMohit Swami
Recruitment Professional at Ascendion (Part of Collabera Inc.)Recruitment Professional at Ascendion (Part of Collabera Inc.)