Rebecca Berger

About Rebecca Berger

Passionate and outgoing individual with over five years of customer service excellence and over ten years of gaming experience. Commended for being hardworking, a strong team-player, and always ready to help others. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Holds a Bachelor\'s degree in Game Art with experience in 3D modeling, digital sculpting, creation of game-ready assets, and animation.

Experience

1. Xbox Technical Program Manager

   Microsoft

   Jun 2021 — Present

   Communication/Relationship Management- Responsible for providing updates to Xbox leaders and stakeholders regarding Gaming Supportability for new game releases- Acts as the primary contact and intermediary between Xbox Account Managers and Release Manager for 1PP and 3PP studios and gaming supportability efforts- Maintains and strengthens relationships with internal teams to ensure a holistic game launch.Business Insight/Drive Results/Process Performance- Measures the success of the games that I\'ve shipped and iterate on those to ensure we deliver the highest possible impact for the Xbox community- Establishes success criteria and OKRs/KPIs for game releases to measure performance of every launch and learns how to execute against them. Works with Engineering to ensure needed telemetry is developed- Drives change and process improvements for better efficiency- Provides creative solutions to difficult problems under tight deadlines- Gathers Post-launch telemetry to share with partner teams such as GRE (Certification)- Tracks multiple releases simultaneously along with internal continuous improvement initiatives.Game Issues Mitigation and Troubleshooting- Gathers and evaluates launch risks and communicates such risks to stakeholders. Develops mitigation plans and communication strategy to eliminate customer confusion- Coordinates and creates clear and concise customer-facing documentation for every major launch- Assists with customer engagements to solicit feedback and understand their experiences, while troubleshooting their problems- Understands Xbox OS release process, including flighting and how different OS versions may impact the gaming experience across several indicators. Clearly articulates and communicates customer issues and bugs to Engineering Teams- Responsible for leading any mitigation strategies when a game launch is driving customer confusion, including a speedy and agile deployment of last-minute solutions.

Education

• Rocky Mountain College of Art + Design (RMCAD)

  Bachelor of Fine Arts - BFA, Game Art

  2018 — 2021

• Butler Community College

  Associate of Arts and Sciences - AAS, Digital Media

  2014 — 2016