Customer Service Manager

CUSTOMER SERVICE MANAGER

Highly qualified Customer Service Manager with a track record of success optimizing efficiency, productivity, implementing inventory controls, and cost-effectiveness. Ability to strategize and present vision to project teams in accordance with business requirements and objectives; skilled in training and motivating the staff to improve customer service. Detail-driven with a great work ethic and a drive to exceed expectations in every endeavour; ability to multitask, and recognized as a trusted innovator that employees approaches to tackle and solve complex problems. Highly respected motivational leader and communicator; builds cohesion and project engagement across all levels of staff, management, vendors, clients, and key decision-makers. Superb communication, interpersonal, leadership & problem solving skills; excels in deadline-driven environments. Computer skills include MS Office Suite and Visio.

Process Improvement ● Employee / Labor Relations ● Training / Development ● Performance Management

Employee Engagement ● Software Development ● QA / Testing ● Technical Support ● Customer Service

Start Ups / Turnarounds ● Strategic Planning ● Team Leadership / Motivation ● Policy Development

Project Management ● Social Media ● Ecommerce ● KPI Implementation

PROFESSIONAL EXPERIENCE

UTV TRUE GAMES, Austin, Texas ● February 2011 - July 2011

True Games was initiated on the concept that the micro transaction, free to play market was underserved in western markets.

Customer Service Manager / Community Manager

Managed and ensured the completion of deliverables, milestones and projects for both Customer Support and the Community teams. Organized weekly Community events for all applicable online games. Verified and ensured all CS tools and requirements were integrated into all live and in development titles. Supervised CS and Community personnel and marketing, design and development and community/CS messaging. Served as a thought leader, addressed payment/purchase issues, issued refunds and ensured the timely delivery of items.

Achievements:

• Recruited and took on the management of the Community team which facilitated external customer-facing communication and increased client satisfaction.

• Revised the patch notes process that routed issues to the QA lead for resolution.

• Restructured communication channels for existing teams and formalized call routing for billing concerns.

• Created a process to represent Customer Support requirements for all games and implemented a needs assessment report that was delivered to stakeholders and the development team.

• Resolved a lingering unresolved issue for a defunct price package and issued refunds.

BLIZZARD ENTERTAINMENT, INC., Austin, Texas ● May 2007 - February 2011

Blizzard Entertainment® is a premier developer and publisher of entertainment software.

Team Manager (February 2010 - February 2011)

Managed the team of 37 game masters, approved schedule change requests, and served as the point of escalation for irate contacts. Held weekly team and monthly one on one meetings with Game Masters and Seniors, communicated changes and workflow shifts. Maintained and updated KPI shifts for each GM.

Achievements:

• Key member of a 3-member team, which formulated the employee handoff package that included weekly KPI reports, attendance incidents, personal observations, testing milestones and proposed employment tracks.

• Restructured the KPI structure for the Austin Facility.

• Led a mid-pack team to be ranked first on shift and in the top 10 overall based on weekly metrics.

• Facilitated the implementation of a book of the month club for managers.

• Aided 6 staff members in achieving promotions.

Service Level Coordinator (June 2009 - February 2010)

Tracked incoming tickets, raised alerts and resolved emerging issues. Coordinated ticket resolution and sourced seasoned GM’s to address blocks and complex problems.

Achievements:

• Led the implementation of the Games Services Operations Group and established key relationships within RPS and GPS at the company’s headquarters and with global stakeholders.

• Spearheaded the implementation of the In Game Services operation Group.

• Worked to establish key relationships within RPS and GPS at headquarters and globally with other like-minded Operations folks to help move SLCs into existence.

• Contributed materially to the construction of the Live Ops handbook.

• Aided in the interviewing and hiring of candidates to staff the team as the operations progressed to providing 24/7 coverage including a tactical linkage to the Network Ops center in Irvine and an escalation chain in Austin.

Senior / Senior Point (October 2007 - June 2009)

Promoted to be one of 5 Senior Point personnel, responsible for managing overall CS operations. Resolved issues which impacted operations and constructed operational workflows to address in game issues including hacking accounts, win-trading by competitive PVP teams, broken quests, missing items, server stability or connectivity issues. Mentored up to 55 Seniors, and separately oversaw the work of 10-30 GMs along with up to 3 Point Game Masters.

Achievements:

• Restructured and maintained Senior Task List schedule covering 500+ man hours a week coverage with 6 separate operational tasks for two geographically separated campuses that included 63 people to ensure all tasks were completed on time.

• Mentored and oversaw personnel to ensure the development of the talent pipeline.

• Developed a leadership curriculum to facilitate the staff-training program.

• Selected new hires and facilitated in the internal promotion process including staging mock interviews, prep meetings and providing resume writing support.

Point / Game Master (May 2007 - October 2007)

Handled WoW tickets, served as a subject matter expert and managed complex technical assignments.

Achievements:

• Designed and launched a proactive name change system.

• Identified email addresses being used by scammers and over 400 accounts linked to theft.

RELIABLE CONSULTANTS, INC., Austin, Texas ● February 2001 - November 2003

Small family-owned chain of retail video rental and novelty outlets across Texas and an upscale boutique.

Technology Coordinator

Maintained audio video systems including TVs, VCRs, DVDs, CCTV security cameras, recording, anti-theft, intranet, and VPN/firewall appliances. Generated weekly & monthly reports on inventory and sales figures and disseminated the information to the store managers and members of the executive team.

Achievements:

• Designed and maintained four separate networks and ~ 30 workstations.

• Implemented a point-of- sale system for all 3 stores which streamlined workflow, optimized inventory control and which included an automated ordering system, which increased profits by 40% to $9.3M.

Career Note: Previous experience as a Principle Recruiter for Digital Recruiters (2000); Software Engineer for Dell Computer Corp. (1997-2000) and as a Network Engineer for Maxserv, Inc. (1995-1997).

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