Summary
Work History
Education
Skills
Websites
Accomplishments
Personal Information
Hobbies and Interests
Additional Information
Languages
Timeline
Generic

Jennifer Puckett

Los Angeles,CA

Summary

Results-oriented, driven Online Community Executive with 10 + years experience strategically developing and growing online communities across diverse industries. As an empathy-driven team leader, my track record for cross-functional collaboration combined with community evangelism means I’ve successfully surpassed online community KPIs and customer satisfaction. I’m a holistic, strategic leader building strong relationships across departments, reducing overhead while increasing team performance and happiness. My outstanding record of innovation and motivation has surpassed big picture objectives.

Work History

Community Director

StrawberrySocial
  • Strategic partnership development with global gaming account; driving community engagement and safety with increased growth and insights
  • Content creator for community responses, customer support, live events, blogs
  • Lead development and execution of crisis communications training and risk management strategy
  • Created and delivered significant community policy, engagement and communication changes through written manuals and verbal messaging resulting in measurable positive team satisfaction
  • Created and implemented internal and external communication plans designed for globally diverse teams – establishing consistent and timely messages.

Senior Social Media

The Social Element
  • Successfully executed multiple live events for globally recognized social platform, hosting well over 1 million participants and 10 languages
  • Oversaw development & delivery of corporate community management training
  • Successfully delivered consultancies to ecommerce clients; improving their community development and customer satisfaction - resulted in repeated invitations to continue training on an annual basis
  • Oversaw internal team development, reducing turnover & increasing performance metrics
  • Managed daily operations for various clientele while overseeing multiple locations (US and Global), fostering increased productivity
  • Established departmental performance goals and provided feedback for underperforming areas.

Director of Community Services

Meteor Games
  • Head of Community Services – public-facing community advocate which drove significant product improvements and increased DAUs
  • Oversaw community management team responsible for the ongoing support of multiple online games and their communities via forums, customer service, engagement, live event planning and hosting
  • Defined, tracked, measured, and reported on product KPIs
  • Identified ongoing and new trends providing recommendations for increased customer satisfaction
  • Key member of leadership team; collaborating with product development, marketing, public relations, technology.

Senior Manager, Community Policy

Disney Online Studios
  • Managed large-scale projects for Disney-branded games, virtual worlds, fan forums, live events, and trust & safety
  • Developed and hosted live and in-game events across multiple products resulting in increased community growth and revenue
  • Identified cost improvement changes and cost savings plans increasing company savings
  • Developed and implemented operational standards, policies, and procedures in line with corporate branding
  • Key member of Digital Safety Team creating business plans, workshops to drive successful, risk-adverse business decisions
  • Produced staffing matrix to provide adequate coverage of department
  • Developed new technology and processes to achieve challenging objectives
  • Developed and delivered proposals and presentations for executive audiences.

Education

Bachelor of Arts - Communications

California State University, Northridge

Skills

  • Ecommerce
  • Game companies
  • Social media
  • Entertainment
  • Community relations
  • Social Media/community strategy
  • Engagement & growth
  • Content development & growth
  • Forums
  • Live events
  • Chat platforms
  • Hosting
  • Moderation
  • Support
  • Customer Support and community-based tools expertise
  • Leadership
  • Global
  • Local
  • Diverse
  • Data Analysis - define
  • Track
  • Measure
  • And report
  • Crisis Communications
  • Trust & Safety
  • Moderation
  • Verbal
  • Non-verbal
  • Written Communications
  • Networking Abilities
  • Strategic Planning
  • Team Leadership
  • Cross-functional Collaboration
  • Conflict Resolution
  • Performance Metrics
  • Emotional Intelligence

Accomplishments

  • Supervised team of [Number] staff members.
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Achieved [Result] through effectively helping with [Task].
  • Documented and resolved [Issue] which led to [Results].

Personal Information

Title: Online Community Executive

Hobbies and Interests

  • Baking (IG: @jenkneadsdough)
  • Travel
  • Animal Welfare
  • Dance & Theater
  • Zumba & Fitness

Additional Information

Spanish - conversational

Theatre and Dance - Choreography and Performance


Interests:

Baking (@jenkneadsdough)

Travel

Animal Welfare

Zumba & Fitness

Languages

English
Native or Bilingual
Spanish
Limited Working

Timeline

Community Director

StrawberrySocial

Senior Social Media

The Social Element

Director of Community Services

Meteor Games

Senior Manager, Community Policy

Disney Online Studios

Bachelor of Arts - Communications

California State University, Northridge

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Jennifer Puckett