Ivy Zhao

Experience

Where I’ve worked and what I contributed.

My background crosses live-service game publishing, player communications, training, reporting, and claims payment work. Across each setting, I have written for real audiences, coordinated with different teams, and followed details through to delivery.

April 2026 - Present

Markham, Ontario

Xodus Travel Services Inc.

Billing Specialist

  • Support claims billing and payment activity across member and vendor payments, failed-payment investigations, and recurring payable workflows.
  • Process and validate wire, cheque, EFT, virtual, and multi-currency claim payments.
  • Coordinate daily and weekly payment batches while keeping records, supporting materials, and CRM updates aligned.
  • Investigate discrepancies and exception items with claims, cost containment, finance, and other internal stakeholders.
  • Assist with reconciliation, reporting, payable cleanup, and month-end routines.
  • Maintain training notes and reference materials while flagging unclear steps and recurring issues.
Claims paymentsVendor coordinationIssue resolutionReporting

May - August 2025

Markham, Ontario

Digital Extremes

Content Marketing Coordinator

  • Wrote, edited, published, and adapted player-facing Warframe messages across web, social, and in-product channels.
  • Supported announcements, events, collaborations, and live-service updates by coordinating editorial schedules, approvals, revisions, asset delivery, and release timing.
  • Developed interview questions for all three Warmframe episodes and supported filming with the featured developers.
  • Captured and edited gameplay footage and prepared visual assets for social content and campaign needs.
  • Collaborated across marketing, design, development, and global teams to move time-sensitive deliverables through review and publication.
  • Supported TennoCon 2025 content production and event plans, including community moderation involving sensitive player discussions.
  • Created a shared Excel workload tracker used alongside Jira to show assignments, edit readiness, and approval status.
WarframePlayer communicationsWeb publishingEventsGameplay capture
Explore selected Warframe work

January - April 2025

Toronto, Ontario

Toronto Police Service

HR Communications Student

  • Reviewed HR communications infrastructure to identify gaps in consistency, reference materials, and cross-team coordination.
  • Synthesized findings into a formal report for board-level leadership, with recommendations for resource allocation, standards, and communications priorities.
  • Supported a manager-led leadership presentation by supplying context, evidence, and recommendations from the review.
  • Created employee-facing materials, newsletters, onboarding resources, and feedback tools.
  • Supported approved changes by restructuring communications workflows and addressing obsolete resources.
Communications reviewEmployee materialsFormal recommendationsPresentation support

January - August 2023

Waterloo / Toronto

Manulife

National Education Specialist

  • Managed CRM-based client communications and distributed targeted retirement education materials.
  • Delivered live training and recorded webinars for groups of 10-15 participants, including interactive questions and answers.
  • Built and maintained Power BI dashboards for campaign performance, member engagement, and operational reporting.
  • Connected CRM, Excel, and Power BI data through native Microsoft integrations to reduce manual dashboard updates.
  • Supported large client transitions from legacy enrolment platforms by coordinating timelines and tailoring communications.
  • Created participant guides, training materials, automation instructions, and team reference documents.
Live trainingCRM communicationsPower BIAudience support

Volunteer experience

Games leadership.

2026 - Present

Remote · Volunteer

BlightFall

Community Management Lead · Operations, Strategy & Systems Lead

  • Lead Discord community operations for a private Roblox game project with 1,450 members, including server systems, moderation, announcements, events, support, and developer coordination.
  • Review dozens of daily player suggestions, answer community questions, maintain the FAQ, synthesize recurring feedback, and create engagement opportunities that invite discussion.
  • Planned and moderated two live developer Stages; the second ran for about three hours and reached approximately 70 concurrent attendees.
  • Designed BlightFall’s logo and helped define its wording and brand direction outside the game, including a community poll that prompted active discussion around the project’s brand colour.
  • Led the staged migration from subscription-dependent Notion infrastructure into a repository-backed operations system, preserving 168 exported entries and directing an Ops Hub that currently validates 72 structured records.
  • Established controlled changes, privacy safeguards, audience-aware reporting, acceptance tests, recovery procedures, and a structured AI planning-to-implementation handoff.
  • Established the blightfall.ca domain, business-email foundation, account-recovery planning, and multi-platform social presence.
Community leadershipAudience listeningBrand directionProduct operationsAcceptance testing
Read the community case studyRead the operations case study

Approximately 2019 - 2021

Remote · Volunteer

Warframe Clan Communities

Founder & Community Administrator

  • Founded and configured two Warframe clan Discord communities that grew to approximately 300-400 members each.
  • Built channel structures, roles, permissions, bots, moderation practices, member activities, and events within a larger clan alliance community of roughly 1,600 members at peak.
  • Transferred Discord and in-game leadership to successor owners through planned handoffs completed by January 2021.
Community buildingServer setupEventsLeadership handoff

Education

University of Waterloo

BA, Communication Studies
Honours Arts & Business Co-op · 2020-2026

Professional development includes the THiA Travel Insurance Program, customer service, business essentials, and business analysis for project managers.

See the work itself.

Selected examples include Warframe publishing, Warmframe, BlightFall community and operations leadership, live events, and the workload tracker behind team delivery.

View selected work