Victor Marquez

About Victor Marquez

Product Support Manager Experienced Product Support Manager with 8+ years of…

Experience

1. Product Support Program Manager

   Sony Interactive Entertainment

   Jul 2018 — Present

   Part of the Global Marketing Organization within Sony PlayStation dedicated to driving the optimal consumer experience and leading results driven actionable initiatives.Lead the end to end development of consumer journey programming in support ofSony’s streaming service offerings to include PlayStation Plus.Partnered Globally to deliver global subscription service solutions including support ofthe PS5 launch and PlayStation Plus subscription service relaunch.Worked cross functionally to manage the release of new or updated materials and toolssurrounding special programs and initiatives to enable self service offering utilization andoptimized consumer experience interactions.Support the rollout of the transformation of new scalable and personalized supportprograms for PlayStation Plus and Playstation Now to deflect costs and provide thebest customer journey experience.Defined and ensured the completion of consumer experience readiness activities insupport of 3 major Sony initiatives.Built detailed project plans and translated business needs for globalized salesforce CRMplatform implementation.Enabled project completion through proficiency in agile development and timelycompletion of interdependencies across multiple project tracks.Championed a 50% self resolution rate of customer inquiries through monthly reviewand analysis of support site content performance and automated solutions integration.Provide Consumer Experience support to Integrated Marketing efforts on a globalscale.Improved standard methodology and metrics for subscription services with bestpractices and focus on continuous improvement.

Education

• University of Phoenix

  Master of Health Administration

  2012 — 2014

• Diablo Valley College

  AA

  2003 — 2005

• California State University, Chico

  BS Supply Chain

  2005 — 2008

Skills

• Interviewing
• Leadership
• Management
• Admissions
• Adult Education
• Army
• Sql
• Government
• Content Strategy
• Military Experience
• Human Resources
• Quality Assurance
• Military
• Higher Education
• Program Management
• Project Management
• Powerpoint
• Microsoft Excel
• Analysis
• Academic Advising
• Public Speaking
• Digital Media
• Customer Service
• Spanish
• Unix
• Student Counseling
• Veterans
• Microsoft Powerpoint
• Content Management Systems (Cms)
• Research
• Content Management
• Microsoft Office
• Interviews
• Project Planning
• Leadership Development
• Student Affairs