Mark Schwanke

About Mark Schwanke

Customer Centricity™: definition - endlessly encouraging feedback, participation in candid dialogues, acknowledging problems and seeking resolution as opportunities to build loyalty.That\'s me in a nutshell. Loyalty-driven customer facing Online Community Management professional with 18+ years of visible achievements in crowdsourcing support. Visionary leader with track record of superior performance in customer relationship management and product support. Forward thinker with excellent qualifications in:• Forum Management & Administration• Crowd Sourcing Support• Crowd Sourcing Moderation & Administration• Customer Problem & Resolution• Customer Support and Documentation• Competitive Product Perception• Productivity Streamlining• Customer Acquisition & Retention• New Product Introduction & Testing• Product Issue Detection

Experience

1. Head of Community Partnerships and IT Administrator

   Mylife

   Nov 2024 — Present · Beverly, MA, US

   MyLife, Inc. is an AI startup dedicated to preserving digital legacies. Our mission is to create a lasting, internet-enabled platform where individuals can collect, curate, and share their personal media and stories, ensuring they endure for generations. As a legally recognized nonprofit in the United States, we strive to be a trusted, human-centered space for digital memorialization and personal storytelling.Highlights- Leading community operations and engagement strategy for MyLife’s AI-powered digital legacy platform, fostering collaboration across diverse audiences including members, developers, and testers- Developing virtual community spaces, scalable onboarding experiences, and support documentation to enhance user engagement and ensure high-quality service- Implementing streamlined support processes and a user feedback loop to drive product improvements centered on real user needs- Administering and configuring essential SaaS tools and internal software systems, establishing documented standards and procedures to support efficient operations and security- Exploring partnerships with compatible hardware providers to extend the platform into memory care facilities, offering digital companionship to assist staff and doctors.

Education

• University of Wisconsin-Milwaukee

  BFA, BS, Certificate, Graphic Design, Biological Sciences, Digital Arts and Culture

  2002 — 2005

Skills

• Strategic Planning
• Customer Relations
• Twitter
• Cost Reduction
• Optimization
• Customer Advisory Boards
• Call Center
• Documentation
• Html
• Social Listening
• Customer Advocacy
• Telligent Community
• Quality Assurance
• Web Project Management
• Saas
• Visio
• Online Communications
• Community Management
• Oracle / Rightnow Cx
• User Acceptance Testing
• Jive Sbs
• Facebook
• Getsatisfaction
• Google Analytics
• Software Documentation
• Crowdsourcing
• Social Media
• Adobe Creative Suite
• Jira
• Primavera
• Customer Service
• Testing
• Forums
• Mobile Devices
• Kenexa (Formerly Outstart)
• Telecommunications
• Forum Postings
• Program Management
• Mobile Technology
• Six Sigma