Tawnee Kendall

Experience

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  Dreamworks Animated Studios, PDI

  Jan 2006 - Apr 2006

  Production Assistant, Surfacing Department

  • Liaison to Director• Managed scene edits and communicated changes to artists• Maintained and monitored deadline schedules• Developed and implemented organizational system for archiving art cells and concept designs• Mastered DreamWorks proprietary software which allows for organization of artists & which projects they are assigned to (NILE)

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  Juniper Networks

  Feb 2007 - Jul 2009

  Social Media and Community Manager

  • Developing opportunities to maximize, expand and integrate digital media resources into the Juniper.net experience. • Acting as internal rich media program host and Juniper spokeswoman. • Grass root advocate and evangelist for Juniper's social media initiatives and social networking sites. • Conducted extensive research and customer interviews for company-wide Persona project creating a universal understanding of who are customers are and how communicate and deliver effectively.

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  Creative Labs

  Jul 2009 - Jul 2010

  Senior Social Media and Community Manager

  • Strengthen & grow Creative's online presence on multiple social media platforms: Twitter, YouTube, Facebook & blogs.• Nurture Creative's online community by providing areas where users can comment, discuss & participate with the company.• Act as an information hub for Creative's online community & provide technical support assistance• Implement metrics-motivated, analytics-informed, strategic plans for increasing online membership numbers, promoting brand awareness & ramping up online sales.• Work with lifestyle brands, non-profit organizations, musicians, filmmakers, professional gamers & action sports stars to create valuable content & promote our diverse product line • Coordinate, produce, edit & distribute video content for YouTube, VadoTV, Facebook & blogs as well as product & support pages (~80 videos in 8 months)• Provide live-event promotional video coverage of music festivals, concerts, professional gaming events & awards shows Show less

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  Slide

  Aug 2010 - Sept 2011

  Senior Community Manager, Forum Program Manager

  • Designed in-house online community platform from the ground up for emerging social games• User studies, trend analysis, workflows & wireframes. • Worked with a team of engineers, game & graphic designers to fully sculpt forum.• Focus on mobile app development, cultivating new online community, marketing through online & live events• Lead Planning & project manager• Lead Marketing, Community & Social Media strategist• Competitive analysis & reporting[Slide was acquired by Google August of 2010] Show less

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  YouTube

  Sept 2011 - May 2012

  Senior Support Strategist, Consumer Operations

  • Focus on discovery, social & sharing components of YouTube experience• Project management• Improve user education through Help Center refinements• Community Management• Video Production

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  Google

  Apr 2012 - Aug 2015

  ● Responsible for the experience and brand strategy of Google's high-touch support channels● Process designer and manager of high-touch support operations● End-to-end customer experience designer for all channels: email, chat, phone, and video chat● Program manager and thought-leader for experimental and incubation programs • Focus on international mobile and desktop strategy• User Education• User Experience research and reporting• Information architecture• Digital media strategy• Project Management• Technical writing

  • Process Excellence Manager

    Jul 2013 - Aug 2015

  • Sr Strategist, Content Management & Information Architecture at Google+

    Apr 2012 - Jul 2013
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  Facebook

  Oct 2015 - Apr 2017

  Leading an international Support Incubator team to solve complicated problems for Facebook's 1+ billion users. Connecting Facebook's 1+ billion global users to high quality, high-touch support.

  • Process Improvement Manager

    Oct 2016 - Apr 2017

  • Community Care Program Manager

    Oct 2015 - Oct 2016
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  Tawnee Kendall Music

  Apr 2018 - now

  Singer, Songwriter, Entertainer.

  San Francisco based indie-Folk musician with Country and Blues roots.

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  Freelance

  Oct 2019 - now

  Operations Manager

  Freelance Operations Manager specializing in Process Improvements and Global Customer Support management. Background in building global support teams from scratch for Google and Facebook (video, phone, chat, and email support). Effective manager of FTE and contractor teams. Skilled in Social Media and Community Forum management as a way of strengthening brand of customer support.