Danilo De Leon

Worked on Accelerator+ Program. Currently working on Creator Clubs and Future Partner programs.

Worked on Sports Accelerator Program and Accelerator+ Program

Supporting creators in Twitch's New Verticals initiative. Worked on Sports Accelerator Program.

• Inherited the entire onboarding pipeline of virtual goods-enabled games to the Kongregate web platform and retained all other previous job functions • Evangelized the web and PC gaming platforms to game developers through cold and warm contacts as well as representing the company in prospective meetings and conferences • Certified developer contests results (awarding $8,500 in cash prizes to 15 developers monthly) by using dashboards made with SQL queries and internal filters to identify and remove fraudulent ratings • Created several dozens of in-game achievements for the Platform’s badges system to drive on-site engagement and crucial player volume necessary for the long-term success of the game • Authored documentation for the new for our PC gaming storefront, Kartridge, and cross-trained colleagues on optimized onboarding flows • Provided backup support for the company, assisting with Advertising, Marketing, Accounting, and Product Management tasks when additional support was of critical importance

• Onboarded a share of the virtual goods games onto the Kongregate web platform, ensuring that developers properly integrated required Javascript and REST APIs • Offered monetization, retention, and first time user experience (FTUE) advice to prospective developers to increase their chances for success on Kongregate’s platforms • Advocated for developers and players by triaging reports and inquiries to the appropriate internal Product, Engineering, Player Experience, and Design teams on a daily basis • Coordinated and scheduled partnership promotions with 1st- and 3rd-party developers that drove tens of thousands of players into their games; requested and organized art assets that met our platform specifications & expectations • Organized positive ROI sweepstakes on top games to drive engagement and monetization. Responsibilities included scouting prospective games, designing and implementing in-game achievements, coordinating art assets for use in site-wide promotional slots, verifying eligibility of potential winners, and shipping out physical and cash-value prizes to players

• Answer Tier 1 and Tier 2 support tickets for services that cater to 1 million+ users • Respond to social media (Facebook/Twitter) support requests as a top priority • Proactively contact customers through e-mail or ZenDesk to gauge their interest and satisfaction in the service; doubling as retention • Author and post responses to Google Play reviews to help maintain and positively increase the app rating as well as update customers to relevant changes • Identify post-release bugs or issues and report it through JIRA to engineers and product/project managers for triaging

• Provided excellent customer and community support through a variety of mediums, including social networks, forums, and e-mail • Constructed and distributed community reports that reflects players' issues, suggestions and expectations for the game • Authored and refined customer service documentation, FAQs and templates to ensure information is relevant and up-to-date • Generated copy and titles for use in advertisement, social media and other publicly-displayed channels, including published news releases and website postings • Confirmed in-game bugs and errors in order to create detailed reproduction steps for the Quality Assurance department • Analyzed basic marketing and Facebook Ads metrics for the Creative Marketing Director

• Provided exceptional quality of Customer Service through the handling of incoming and outgoing customer calls, e-mails and live chats; up to 100+ incidents a day • Constantly achieved highest marks for completed customer service incident levels on a daily and monthly basis • Assisted management with updating CRM templates and FAQs; displayed mastery of RightNow CRM database navigation • Initialized and distributed company-wide notifications regarding issues or concerns for Customer Service, Payment Services, Logistics, and Professional Services • Served as senior customer service agent for North America region and back-up to Regional Supervisor • Received training for back-end client support (backup for Professional Services)

• Taught campus-supported software to students, staff and faculty • Designed multiple lesson plans to allow other trainers to teach software programs • Provided on-site Tier 2 support; responded to classroom emergencies • Supervised other Student Trainers; backup to Technology Training Manager • Awarded Student Worker of the Year for Training Services in 2007

Magna Cum Laude - 3.75 GPA Dean’s List all semesters Recipient of Economics Department Commencement Award (for Outstanding Student) Honors Scholarship recipient Coursework: Public Finance; Money, Credit and Banking; Macro-/Micro-economic Theory; Industrial Organization; Comparative Economic Systems; Development of Economic Thought; International Economics; Investments; Research Seminar