P R O F E S S I O N A L    E X P E R I E N C E :

Yahoo! Tones - Producer

05/05 - Present

Yahoo!, Inc.; Sunnyvale, CA Driving product vision and strategy, providing cross functional leadership coordinating with business development, marketing, legal, engineering, QA and design groups. Content manager; directing global team responsible for content programming, merchandising, and features. Relationship manager; main point of contact for partners, vendors and content providers (major music labels, game providers, etc.). Working closely with QA and engineering to identify and fix bugs and make incremental enhancements between major releases. Spearheading network integration, which is the main source of discovery for Yahoo! Tones, by working closely with other Yahoo! teams. Creating functional specifications, requirements documents, and statements of work for Yahoo! Tones products and promotions. Analyzing reports to identify trends and maximize promotional activities and merchandising.

• Manage a staff of Customer Care Associates.
• Responsible for hiring and developing Customer Care Associates.
• Develop policies and procedures for Customer Care department.
• Create position plans and performance evaluation for Customer Care staff.
• Develop email responses to end users and ensure quality of responses with a guaranteed 24 hour response time.
• Identify consumer concerns and communicate important feedback to the appropriate teams.
• Publish weekly company wide user feedback newsletter.
• Participate in cross-functional product development team.
• Work with QA department reporting bugs, as well as integrating resolutions.
• Work closely with Engineering team to test, troubleshoot, and integrate new products.