Customer Service Manager

Jason Dauenhauer 415-***-**** *********@*****.***

Summary of Qualifications

● Over 12 years of web & mobile customer service management

● Accomplished in strategic policy design and support implementation

● Skilled expertise in employee development and support

Work History

Senior Operations Manager, - Rockyou Inc. April 15 - Present

●Managing all Customer Service Operations

●Outsourcing

●Product Migration & Implementation

Player Experience Manager, Publishing – Kabam, Inc. Jan 14 - April 15

● Launched support for 7 titles

● Community Management

● Created Support Strategy Roadmap for cross functionality ease of use.

● Consult for Directors and C-level executives to guide overall corporate customer service strategy

Project Manager – Kabam, Inc. Jan 13 – Jan 14

●Customer service, billing, and technical support operations management for all outsource vendors

●Managed, coached, and provided career guidance for teams of up to 50 personnel and their supervisors

●Gains of over 50% and customer satisfaction rates unmatched within the organization.

Player Experience Manager – Kabam, Inc. Apr 10 – Jan 13

●Supervised team of 20 In-Game Support Representatives

● 7/1/12 Transferred to Austin Texas - built out customer services branch for Kabam.

● Launched support for the top grossing video game app in the iOS app store for 2013:Kingdoms of Camelot: Battle for the North

Content Manager – Keibi Technologies Aug 09 – Apr 10

●Hired, trained and ran team of 15 Agents

●Improved key KPIs by 25%

●Reduced outsource cost by 20%

Customer Service Manager – Piczo, Inc. Jan 06 – Aug 09

●Streamlined the efficiency of the Member Services department after downsizing the intern staff, by automating a significant number of reporting systems.

● Executed and maintained COPA (Child Online Protection Act) compliance within the company and on members’ sites.

●Trained and Managed a staff of approximately 25, with respect to policy, site support, static reports and other department tasks.

●Represented Piczo, Inc. when working with various law enforcement and agencies on escalated issues requiring custom responses. (Typically consisting of sites related to suicide, child abuse,violence, pornography or hate crimes.)

●Performed QA for content releases and regression testing.

●Acted as the primary liaison between members and Piczo, Inc. management, engineering and marketing departments.

Production Manager & Baker – John & Jill’s, Inc. Oct 97 – Apr 06

● Trained and supervised staff.

● Composed a daily agenda.

● Supervised incoming and outgoing orders.

● Developed new products, sales leads.

● Aided in marketing plan.

Store Manager – Video Place Jan 95 – Oct 97

● Managed daily operations, inventory and merchandise.

● Led staffing and training of employees.

● Created advertising and promotional sales.

Other Skills

●Extensive working knowledge of CRM and project management software (Salesforce, Zendesk, Jira, Smartsheets, Excel)

● Advanced knowledge in PC hardware, peripherals, and networking equipment

● Advanced proficiency in a variety of software, including, but not limited to:

Windows and Macintosh OS

Microsoft Office Suite

Android OS / Apple iOS

Education

College of Marin, Kentfield, CA, 1996 - 1998

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