Customer Service Manager

Harish Nookala

**** ***** ******** **** #****, Cedar Park, TX 78613 512-***-**** *****************@*****.*** Objective

Outgoing and dedicated team-player with over five years of industry experience, seeking to leverage my strengths in leadership, coaching, strategic analysis, effective decision-making, and goal setting to further actualize the needs of your company.

Experience

SOCIAL SUPPORT MANAGER ELECTRONIC ARTS 2016 – 2017

Handpicked to design and catalyze a new after-sales support structure to provide troubleshooting assistance to players over Twitter and Facebook, as well as oversee the overall brand advancement associated with EA Help on both platforms.

Spearheaded the internal project that commenced entry into a more modern communication flow, through social media platforms. As a result of this new development, the company referral rate was decreased by over 5%, which helped alleviate the load of cases that our live support centers were tasked with, particularly during the high-volume new release schedules. This has, in turn, allowed the company to assist players more efficiently and attain a competitive edge in terms of customer experience.

Managed a group of 14 employees and encouraged the use of success-driven strategies within the team, which led to increased customer satisfaction scores by 20%, year over year.

Created a new “emerging issues” process to allow for media impact analysis when escalating issues to the game studio, in an effort to resolve in-game bugs within a timely manner. TEAM MANAGER ELECTRONIC ARTS 2013– 2016

Promoted internally to supervise and spearhead the team of 16 advisors which was later awarded, during my tenure, as the “highest performing team” in regards to accomplishing the top ratings in overall customer satisfaction, handle time, and resolution efficacy in North America from 2/2015, 3/2015, 6/2015 and 7/2015.

Initiated weekly team meetings amongst peers where we identified our strengths as well as the potential bottlenecks and challenges in our processes.

With the use of strategic analysis, deductive reasoning, and rational decision-making, worked alongside the other division leaders within the company to help develop solutions to constantly improve our daily operations.

Involved directly with four internal employee promotions by mentoring employees to recognize and utilize their personal strengths, while encouraging employee engagement, networking and shadowing opportunities. ADVISOR ELECTRONIC ARTS 2012– 2013

Developed effective strategies for conflict resolution with clients that have been actively applied, to this day, to help diffuse challenging disagreements and conversations both with our client base as well as internally, within the office.

Utilized the knowledge and skills acquired from joining at an entry-level position to build my knowledge of the industry and take initiative to assist the company in creating more streamlined methodologies, established out of my experiences at the front line of customer service. Projects

Equipment Replacement Project – Designed, developed, and executed a project that simultaneously provided necessary new equipment to employees and also helped save the company $4,000.

CRM Bug Fixing Documentation – Created documents to help bridge the gaps in issue resolution for CRM that led to the creation of a satellite team specifically designated to fix bugs.

Employee Scheduling Project – Implemented company-wide processes to minimize negative impact that is caused by potential breaks in adherence.

Contact this candidate