"It's a delight to work with Lyman! He's thoughtful, proactive, communicative, and well organized. He responded to a call for volunteers and, not only did he complete the tasks we had scoped, he went above and beyond, suggesting and then executing additional improvements. Lyman has both technical skills and people skills, but he also has drive...Lyman would be an asset to any team."
"I was lucky to work with Lyman for 3 years. He had the rare trifecta of being customer-centric, technical, and very organized/process oriented. He was instrumental in helping Fuel grow from 0 to eight figures in revenue. Lyman built and scaled our customer success team, while also building tools that directly benefited our customers..."
"Lyman is a true advocate for the customer. His ability to gather, organize, and prioritize customer data, needs, and feedback is a testament to his deep understanding of how important customer interaction is to making better product decisions. Lyman is also an excellent leader. He treats his team with respect and gives them what they need to succeed..."
"Launching LeEco in North America was no easy task and Lyman was a vital team member and leader in getting the business off the ground. LeEco's primary communication and sales channel is LeEco.com and Lyman was central to launching this. Lyman led development efforts to build and code a brand website..."
"It's a great pleasure to work with Lyman. He's one of the smartest, intelligent, and modest man that who could do the job right and completely. He's responsibleness and capabilities build the trust in the team, and he's kindness and humor make everyone like to work with him. Hope everything goes well at he's new position, and it's always being fun to work him."
"Anyone who knows Lyman will tell you that he's good person; reasonable and patient. He's got a clear passion for technology, teamwork and problem solving. Above all, he pushes himself hard and loves what he does. I enjoyed working with Lyman and wouldn't hesitate to choose him for my team – anytime."
"Lyman is highly focused. He has experience in a variety of technical settings and keeps up to date on the latest technologies. His focused and disciplined attitude shows in his highly organized code base. Lyman is highly adaptable and a pleasure to work with."
"Persistent, thorough, and tenacious are three immediate words I would describe Lyman's professional grit. He had a project which involved launching a large scale eCommerce platform on a corporate site which he was able to handle and complete within the proposed timeline without skipping a beat..."
"Lyman does not only have comprehensive technical skill sets, but also sees where programming and user experience meet. He has the ability to interpret the UX/UI designs and implementing them effectively. He always checked with designers on any details of the designs in order to launching a successful and functioning website. Also, Lyman is a truly team player and a great communicator,..."
"While I can only select one title with which I've worked with Lyman, we have worked on the same projects for over three years and, across all of them he has, to use the parlance at Zynga, 'killed it'. He has always been completely reliable in his work, able to switch between projects and attentively follow them from start to finish, ensuring the best results possible..."
"Truly, one of the best co-workers/teammates I've ever had. Lyman has a work-ethic that is pretty hard to match. He can carry a multitude of projects, simultaneously, from their beginning to end, pivot at a moments notice with rapidly changing needs, and without fail, maintain a forward-thinking, positive, friendly, approach to his work and to others. .."
"Lyman is a truly great example of a team player. He's highly effective at bridging the gap between several departments and making sure that everyone has the information that they need in order to best serve our customers. At the end of the day, if a customer needs something Lyman is going to be the one to make sure they are taken care of. He's dependable and will go the extra mile. I would love to work with him again..."
Project Manager
Successfully enhanced the Trustpilot rating by 109%, boosting customer satisfaction, and reduced median resolution time by 10%. I improved CSAT by 8% and optimized Mavenoid workflows, increasing satisfaction by 15% and deflection rate by 5%. By delivering weekly metrics reports to stakeholders, I influenced strategic decisions, driving revenue and supporting regional partnerships. I also improved operational efficiency by streamlining critical e-commerce workflows, ensuring resource availability for internal teams and customers, and centralizing analytics for data-driven decisions, leading to higher productivity and smoother operations.
Associate Product Marketing Manager
Drove a 30% increase in weekly revenue by adding over 100 products and leading the migration of production facilities to reduce costs. I managed all product-related aspects, including revenue projections, strategy, metrics, roadmap, pricing, and data analysis using Looker and SQL. I facilitated team communication through daily stand-ups, sprint planning, and retrospectives, while overseeing Jira sprint boards and writing user stories. Additionally, I led growth initiatives for Fuel and Scalable Press, managed social channels, executed marketing strategies, and developed a proof-of-concept web app using Node and the Scalable Press API. I also managed Fuel’s Webflow website and email marketing campaigns.
Customer Service and Community Manager
I built and led Fuel's remote customer service team of six, establishing efficient processes, setting metric goals, and managing resources under budget. Under my leadership, we achieved a CSAT score of over 90% and improved Fuel's Shopify app rating over 50%. I acted as a liaison between customer service and product teams, advocating for the customer experience while explaining product updates. I streamlined processes using Zapier, conducted interviews, hired and trained new staff, and created training materials. Additionally, I handled escalations and provided exceptional support via Intercom and Zendesk. In product development, I built a responsive inventory web app with Node and integrated it with Webflow, led improvements to the Scalable Press API, and developed an address verification tool using the Smarty API.
Community Program Manager
Successfully led social media content creation, including blog posts, and implemented A/B testing to drive a 20% increase in reach, likes, and follows. I collaborated with game designers to produce in-game content and managed the Airtable social media calendar to streamline operations. I also planned and executed Hack's first AMA and contest, enhancing community engagement, and conducted user focus group interviews and playtests (both in-person and remote) to gather insights. In web development, I designed and built a proof of concept for Hack’s web app, created responsive Mailchimp templates, and implemented GTM triggers to track website interactions. I deployed content using Git and Sublime Merge, and used Phabricator to manage tasks, fix bugs, and enhance functionality. Additionally, I constructed a news feed feature with HTML5 and CSS, driving project success through collaboration, technical execution, and user-focused innovation.
Community Program Manager
As a project manager, I successfully led the growth of social media channels by 30% through content A/B testing and optimized email campaigns to increase open rates by 40%. I managed communication through the School of Business Slack channel and volunteer moderators, while maintaining an Airtable marketing calendar for social media. I also optimized digital marketing content, published learning materials using Markdown and Coco, and gathered product feedback from the community for stakeholders. Additionally, I created an MVP marketing website for the School of Business from wireframes and refactored student enrollment verification scripts in Python.
Web Developer
Successfully participated the migration of the company website from WordPress to an internal CMS, improving scalability and performance. Managed content updates for LeEco's US website and built LeEco India's WordPress site from the ground up. Collaborated with the Marketing team to implement GTA and GTM triggers for enhanced tracking and analytics. Designed and implemented key features such as region selectors, footers, and hero videos to enhance user experience. Additionally, created new web pages based on wireframes, ensuring alignment with business goals and delivering high-quality digital assets on time.
Community Program Manager
Led a 20%+ growth across all social media channels by implementing A/B content testing and leveraging user engagement strategies to expand the company's brand. Established streamlined processes to enhance team efficiency and growth, while creating comprehensive documentation and training programs for new hires. Spearheaded the recruitment of social media influencers to amplify brand presence and mentored junior community managers, fostering a collaborative and high-performing team.
Front End Developer Intern
Led cross-functional teams to plan and implement website changes, improving functionality and user experience. Transformed a static client-facing page into a responsive, mobile-friendly site using CSS, HTML, and JavaScript, boosting accessibility and engagement. Integrated key tools like Mixpanel, Google Analytics, and social media APIs (Facebook, Twitter), optimizing data tracking and enhancing site features. Conducted comprehensive cross-browser testing to ensure seamless performance, maximizing user satisfaction and ensuring a consistent experience across platforms.
Community Program Manager
I optimized user engagement by over 10% through targeted email campaign improvements and reduced incoming tickets by more than 10% by establishing social support channels. I managed Yerdle's donation program, supporting local communities, churches, and schools across the U.S. As a liaison between the Yerdle community and product teams, I advocated for the customer experience, ensuring alignment across growth, product, and support teams. Additionally, I recruited and managed remote volunteer moderators, authored self-help FAQ articles, and provided exceptional email and chat support, driving overall operational efficiency.
Associate Community Manager
Successfully led the launch of an unreleased mobile game by developing a comprehensive launch strategy in collaboration with the marketing team. Oversaw social media content creation and managed all social media channels and the forum, ensuring effective community engagement. Conducted playtesting and worked closely with engineering to enhance the game experience. Established a reporting structure with customer service and implemented a bug-reporting process with QA to streamline issue resolution. Created forum feature documentation to reduce customer support tickets and lower operational costs, driving efficiency across teams.
Community Specialist
As a community and product liaison, I successfully bridged communication between player communities and product teams, advocating for customer experience while articulating product features to customer care teams. I designed profitable in-game features generating over six figures, co-wrote company-wide reporting best practices, and co-executed key events, including a 1-year anniversary team and player meetup. I also managed social media and forum communities, led volunteer moderators, authored comprehensive product spec documents for stakeholders, and provided data-driven insights by analyzing community trends. My efforts contributed to multiple studio awards for excellence in community management.
Game Lead
I oversaw operations for the second-largest game at the company, with over 4 million DAU. I served as the liaison between the customer care and product teams, advocating for the customer experience while ensuring product features and launches were clearly communicated. I managed and mentored a team of 12 remote lead agents in a 24/7 call center and co-wrote company-wide best practices. Through process optimization and cost-reduction strategies, I maintained high-quality support. I regularly developed training materials, updated internal tools, and facilitated knowledge-sharing through comprehensive documentation. Additionally, I tracked and reported on performance using Looker and handled escalated customer issues, ultimately earning departmental excellence awards.
Project Manager
Successfully led and coordinated projects to transition video assets to servers and develop customer service knowledge bases. Managed and trained a team of agents to ensure timely and accurate project execution. Streamlined issue resolution by prioritizing, escalating, and tracking bugs through Jira while advocating for customer service needs in stakeholder meetings. Demonstrated expertise in cross-functional collaboration, documentation, and resource management to achieve project goals efficiently.