Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Certification
Timeline
Generic

Emily Forman

Philadelphia,Pennsylvania

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Captain.tv
Remote, Remote
11.2021 - 03.2023
  • Manage relationships for game studio with over 3,000 individual accounts for Stream Raiders, Stream Pirates, and Nitro: Stream Racing
  • Worked closely with marketing team to create content that educates customers about our services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Reach out to new affiliated and partnered users and invite them to our platform, and onboard them into the ecosystem individually
  • Gathered insights from customers through surveys, interviews, focus groups.
  • Compiled customer feedback for cross-functional departments to improve product or service features.
  • Coordinate weekly reach out to engage new players, returning users, or users that have lapsed
  • Represent the company on the show floor at TwitchCon with over 10,000 people in attendence.
  • Researched new technologies and initiatives to improve customer experience.
  • Collaborated with cross-functional teams to develop strategies for driving customer success.

Enterprise Training Associate

Microsoft
Remote
04.2021 - 11.2021
  • Conduct and moderate training for groups up to 500 people remotely about Microsoft 365 Products (Word, Excel, Powerpoint, OneDrive etc.)
  • Conduct Q&A sessions for users and answer all technical questions
  • Manage individual accounts of client's specific training program
  • Schedule trainings for clients and meet biweekly to discuss progress of trainings
  • Review surveys from training attendees after each survey to check for trends and results
  • Continue self learning and keep up to date on latest Microsoft 365 product releases
  • Organize training materials into individual virtual folders post trainings.

Gaming Community Expert

Microsoft
New York
09.2019 - 04.2021
  • Create and implement event guides for different Microsoft games at the store
  • Provide outreach to individuals, groups, and corporations that would be interested in private gaming events in the Microsoft Store's theater space
  • Prepare the team on different gaming promotions to sell
  • Conduct off-site gaming tournaments and events to public and private audiences
  • Host different LAN tournaments that last 2 to 3 hours over the weekends.

Education

Bachelors of Social Work -

Hunter College
05.2018

Skills

  • Multitasking
  • Pipeline Development
  • Customer Advocacy
  • Sales Management
  • Strategic Communications
  • Strategic Thinking
  • Project Management
  • Collaborative Mindset
  • Business Analytics
  • Interpersonal Relationship Building
  • Customer Account Management
  • Event Production

Affiliations

  • Active participant in different charity marathons for organizations like St. Jude's Children's Research Hospital, Doctors Without Borders, and Direct Relief

Accomplishments

  • Featured guest on the "Women Who Game" Panel for Verizon Fios in 2018

Languages

English
Native/ Bilingual

Certification

  • Accessibility in Action
  • Microsoft 365 Fundamentals

Timeline

Customer Success Manager

Captain.tv
11.2021 - 03.2023

Enterprise Training Associate

Microsoft
04.2021 - 11.2021

Gaming Community Expert

Microsoft
09.2019 - 04.2021

Bachelors of Social Work -

Hunter College

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Emily Forman