Open to opportunities

Brian L

@jblanc11

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Communications & operations specialist driving community growth and retention.

Philippines

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What I'm looking for

I seek a role where I can lead community and communications strategy, align growth with product, and build scalable retention systems within a collaborative, data-driven team.

I am a Communications & Operations Specialist with 10 years of experience building community operations, lifecycle management, and technical support for B2B and SaaS startups. I blend community architecture, influencer operations, and data-driven growth to reduce CAC and scale engagement.

At Murasaki B.V., I built end-to-end community infrastructure and user journeys, ran influencer campaigns that drove acquisition, and reduced CAC by 50% through optimized ad strategies. I also managed content, authored technical whitepapers, and grew organic channels across Discord, Instagram, and newsletters.

My operational discipline comes from roles at Warframe, Dell, UPS, and TaskUs where I established high-volume workflows for billing disputes, fraud mitigation, and complex technical diagnostics. I have led crisis responses, managed cross-functional teams, and created SOPs and analytics reports to improve throughput and user trust.

I deliver practical, measurable outcomes: zero-cost acquisition funnels, scaled communities from 0 to 12k+ active members, and a track record of creating documentation, events, and onboarding that increase retention and product adoption. I seek roles where I can align community strategy with product and growth objectives.

Experience

Work history, roles, and key accomplishments

Head of Communications

Murasaki B.V.

Nov 2024 - Feb 2026 (1 year 3 months)

Built end-to-end community infrastructure and retention funnels, driving organic growth across Discord (2.4k), Instagram (1.7k) and newsletters (1.8k+) and reducing CAC by 50% through optimized ad and influencer strategies.

Community Strategy Influencer Marketing Content Strategy Dune Analytics Campaign Optimization

Freelance Content Writer

Coin360

Sep 2024 - Feb 2025 (5 months)

Produced SEO-optimized editorials and translated technical documentation into accessible user guides and whitepapers to improve organic visibility and user understanding.

seo writing Ahrefs Google Keyword Planner Technical Documentation Whitepapers Content Research

Community Operations Manager

Murasaki B.V.

May 2022 - Nov 2024 (2 years 6 months)

Spearheaded community infrastructure and growth for in-house and client projects, scaling communities from 0 to 12k+ active members and authoring technical whitepapers and content to establish thought leadership.

Community Growth Event Management Content Creation Whitepapers Gamification Social Media Management Canva

Lead Community Manager

Mod Union

Feb 2022 - Apr 2024 (2 years 2 months)

Managed operations for 15+ B2B tech and gaming clients, led crisis response during a major fintech incident, and established triage pipelines reducing escalations and preserving user trust.

Client Management Crisis Response Team Leadership SOPs Community Operations Escalation Management

Strategic Advisor

Multiple

Jan 2023 - Aug 2023 (7 months)

Provided operational and product development counsel to projects, authored whitepapers, and collaborated on game mechanics to drive user acquisition and product refinement.

Whitepapers Product Strategy Game Design Collaboration Operations User Acquisition Roadmapping

Digital Community Consultant

Multiple

Aug 2021 - Jul 2022 (11 months)

Launched and operated community channels for nonprofits, gaming and tech startups, authored SOPs and documentation, and directed end-to-end operations including talent acquisition.

Event Programming SOPs Technical Documentation Talent Acquisition Stakeholder Management

Claims Verification Specialist

EC Solutions

Apr 2018 - Feb 2021 (2 years 10 months)

Performed manual audits on sensitive user data, maintained 100% HIPAA compliance, and served as a quality gate to prevent processing errors in high-volume claims workflows.

Data Auditing HIPAA Quality Assurance Documentation Verification

Customer Success Specialist

Multiple

Jan 2014 - Jan 2020 (6 years)

Provided Tier 2 technical support and fraud mitigation across gaming and hardware platforms, created 40+ Zendesk macros, and deployed workflows enabling teams to clear 700–800 tickets per head during surges.

Fraud Mitigation Zendesk Troubleshooting Workflow Optimization & Compliance

Education

Degrees, certifications, and relevant coursework

Richwell Colleges Inc.

Bachelor of Science, Accounting and Information Systems

Completed a Bachelor of Science degree combining accounting principles with information systems concepts to support financial and technical operations.

Bulacan State University

Bachelor of Science, Psychology

Completed a Bachelor of Science degree in Psychology focused on understanding human behavior and applied psychological principles in organizational contexts.