Jennifer Ollinger
East Syracuse,NY
Summary
Hands-on Community Manager with 13 years of experience, known for excellent public relations and marketing coordination. Highly trained professional with passion for working with and for people. Solutions-oriented problem-solver with goal-oriented mindset.
Overview
7
7
years of professional experience
Work History
Trust and Safety Specialist
Adobe
01.2022 - 05.2023
- Work behind the scenes to provide a safe and enjoyable platform for our members
- Troubleshoot issues submitted from our community and staff
- Work closely with other members of User Trust and Safety, Legal, and
- Engineering teams for seamless communication
- Investigate and prevent abuse on our platform including spam, adult content
- Gamification of popularity, and exploitation of leaderboards
- Neutralize and prevent SEO abuse
- Monitor engagements, messages, and comments from our community
- Assist customers with account related issues
Livestreaming Community Manager
Adobe
05.2021 - 01.2022
- Manage communication, contracts, check-ins, and budget for the paid streamer program, high profile clients, and loyal customers
- Respond and resolve reports from streamers and viewers of Adobe's livestreaming product
- Manage escalations and complex issues that arise through Zendesk,
- Discord, and other means of communication
- Perform and escalate ongoing audits to recognize trends and patterns
- Establish, process and help curate onboarding training materials for
- Livestreaming and Subscriptions
- Gather, summarize, and present performance on a weekly basis
Community Manager
Exantra Team
08.2019 - 10.2021
- Conceptualize and execute unique events for the community
- Design visuals implemented across the game, website, emails, and ads
- Manage and report on company performance, customer happiness feature requests, and bug reports to further product development
- Conduct weekly meetings to maintain transparency and unison between my team and the other departments across the globe
- Delegate tasks and workflow to team members
- Create captivating stories for campaign mode, website, and emails
- Conceptualize new programs for a broad range of clients
- Monitor game functionality, environment safety, onboarding performance
- User retention, and sales
Customer Support and Moderation
Ubisoft
03.2016 - 07.2019
- Lead help desk procedures, products, and services
- Work closely with other departments to provide feedback, issues, solutions, and information to be applied internally and globally
- Responsible for training and onboarding new employees
- Moderate the company's product with over 600,000 unique daily logins
- Conceptualize and execute high traffic events
- Engage with the community through live chat, forums, in-game messages, and global announcements
- Handle bugs reports, harassment, bullying, payment issues, and more
Education
B.F.A - Graphic Design, Art History
SUNY Purchase
A.A.S - Visual Arts
SUNY Orange
Skills
- Project Management
- Community Relations
- Graphic Design
- Event Concepts
- Adobe Creative Suite
- Customer Service/Zendesk
- Streaming Media
- Preventing Incidents
- Audit Support
- Team Support
- Customer Relationship Management
- Microsoft Office Suite
- Client Service and Support
- Schedule Planning
- Staff Training/User Onboarding
- Social Media Engagement
- Conflict Handling
- Calendar Management
- Employee Performance Management
- Team Recruitment
- Marketing and Advertising
Timeline
Trust and Safety Specialist
Adobe
01.2022 - 05.2023
Livestreaming Community Manager
Adobe
05.2021 - 01.2022
Community Manager
Exantra Team
08.2019 - 10.2021
Customer Support and Moderation
Ubisoft
03.2016 - 07.2019
B.F.A - Graphic Design, Art History
SUNY Purchase
A.A.S - Visual Arts
SUNY Orange
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