Sean Michael's Email

Highly motivated video game professional with six+ years of management experience. Created and lead a business intelligence team and data reporting structure to assist Senior Management and Production in making decisions based upon actionable data in a real time environment. Experienced in outlining data acquisition and schema to support live operations for Online, Mobile and Social games focusing on Acquisition, Retention and Monetization. Specialties: Data Warehouse Design Data Acquisition & Structure Dashboards and Reporting Oracle ODI Tableau Professional Tableau Server Google Analytics Flurry Contract Negotiation E-Commerce Financial Modeling Right Now CRM

Sr. Manager of Analytics and Monetization @ From January 2014 to Present (1 year 10 months) Greater San Diego AreaMonetization Product Manager @ Responsible for identifying and capitalizing on monetization opportunities for assigned products. Directly manage dual currency model economy through data analysis and provide suggestions for optimizations to price and economy to Development, Marketing and Monetization teams. Manage related promotional activities and store updates in conjunction with Marketing. Accomplishments Defined and established post launch microtransaction products and release schedule for Defiance Spearheaded A/B test for digital package products to identify value driver, including redesign for marketing site to showcase product value and increase upsell Created in-game economy and microtransaction pricing model for tactical MOBA From April 2013 to October 2013 (7 months) Greater San Diego AreaSenior Manager of Business Intelligence & C.R.M. @ Lead a group of four to provide analysis and reporting for mobile, social and online games primarily focusing on Acquisition, Retention and Monetization. Responsible for outlining data tracking requirements to provide the analytical framework for games as well as developing core monetization design for titles in production and operation. Managed the implementation and integration of CRM systems with data and existing tools to identify key individuals and deliver a high quality level of support. Accomplishments Established a set of tools utilized as the “BI platform” to measure and report, in real time, on acquisition, retention and monitization for live game operations Developed standardized set of reports and dashboards tailored to Senior Management and Production Created and refined template utilized to identify data needs and set schema Selected all BI Tools, including ETL, Analysis and Visualization software used Drove the selection and implementation of the CRM tool to be used for “velvet rope” live operations support Responsible for negotiation of BI and CRM software contracts, resulting in a 70% savings off list for the company Lead Monetization Strategist to develop and deploy key monetization design Created P&L template that was utilized for financial modeling for all titles Negotiated contract for and managed implementation of large scale billing system utilized for live game operations From November 2011 to April 2013 (1 year 6 months) Greater Los Angeles AreaSenior Manager of Operations @ Promoted to the Senior Manager position in April 2011. Successfully oversaw a group of 50+ employees across the call center, game master and NOC support groups to achieve all company support goals. Responsibilities included working with the Global Management group to establish operational policies and procedures and ensure a high quality of service was met for region. Additional responsibilities included managing the relationship with billing processors. Accomplishments Continued to lead support groups to focus on metrics to support agent improvement and reduce operational costs Forecast staffing needs and cost of existing support and upcoming FTP MMO Drove the vision of existing and future support tools / services from conception to implementation From April 2011 to November 2011 (8 months) Operation Support Manager @ Created and established group’s role within the company. Directly managed a group of six that were responsible for NOC and Operations support. Responsible for defining the criteria and values of metrics and goals utilized by Management to establish employee performance levels and quality of service. Continued to refine and re-evaluate metrics and report to maximize performance on all levels. Maintained all department documentation related to policy and procedural information related to customer support. Accomplishments Created and fostered adoption of the toolset utilized by Management to evaluate and review agent performance and efficiency Drove creation of performance KPIs for both individual and group metrics that directly led to a 15% increase in employee performance Negotiated contract for chat service at 75% off list and oversaw implementation Established training programs utilized by Operations group for new hire training that lead to a 50% reduction in time required to bring new hires up to group established efficiency levels Led North American Operations group to create and implement new customer service toolset utilized by Global Operations From August 2006 to April 2011 (4 years 9 months) InfoCenter Supervisor @ Responsible for overseeing the day to day operation of the Technical Support department. I provided coaching and improvement suggestions to agents to ensure that company service level goals were reached and maintained for the department. Additional responsibilities included creating and providing detailed reporting and processing information requests for the Management group Accomplishments Successfully transition call center operation from outsource group to internal operations Trained call center employees to ensure successful launch of internal support group From April 2006 to August 2006 (5 months) Technical Support Supervisor @ Oversee the day to day operation of the Technical Support department From April 2005 to April 2006 (1 year 1 month) Training Specialist @ Working with the QA and CS departments to provide quality training modules based upon their specific needs Working as a liaison between Development and CS/QA to bring new product and expansion information to the support teams to increase knowledge and effectiveness Creating documentation and classes to introduce product knowledge to our CS/QA teams Extensive knowledge of the QA process and CS procedures to be able to train productive team members Revamped all department training programs and developed an entirely new training program and materials for Quality Assurance new hires From May 2003 to April 2005 (2 years)

Biology, Emphasis in Ecology @ San Diego State University-California State University From 1999 to 2002 AA, Biological Sciences @ West Valley College From 1996 to 1999 Sean Michael is skilled in: Project Management, CRM, Video Games, Process Improvement, Billing Systems, Game Development, Quality Assurance, Online Gaming, MMO, Customer Service, Outsourcing Management, Mobile Devices, Computer Games, Data Analysis, Start-ups, Analysis, Team Building, Analytics, MMORPG, Business Intelligence, Monetization, E-commerce, Management, Leadership, Outsourcing, Social Games