Experience

• 

  Ienergizer

  Jan 2012 - Feb 2013

  Customer support representative

  ● Provided support for customers of EA Games and EnMasse Entertainment in a variety of channels, including live chat, phone, and email support.● Supported all game issues, including gameplay, troubleshooting, accounts, and payments issues.● Reported trending issues in tickets to leadership.

• 

  Kabam

  May 2013 - Oct 2024

  ● Identified opportunities to improve processes, policies, and tools based on agent and customer feedback.● Conducted regular quality reviews using MaestroQA and held calibrations with internal and external stakeholders to maintain high performance standards aligned with business needs.● Drove continuous improvement and set ambitious goals for the vendor support team.● Mentored the vendor support team managers to align with departmental standards and provide excellent customer support.● Monitored performance metrics in Zendesk, identifying and reporting trends using Google Suite and Microsoft Excel to inform decision-making and optimize operations.● Contributed to the development of training materials using Litmos LMS for employee onboarding and coaching to ensure a high-performing vendor workforce.● Served as a Point of Contact and the voice of the support team to provide feedback and advocate for the needs of the internal team and our vendor partners.● Kept up-to-date with our flagship product, Marvel Contest of Champions, and the many games in development.● Created and managed user stories related to cross-functional projects in the Player Experience department by working closely with product owners, stakeholders, and shared services teams.● Collaborated closely with account and support managers to ensure seamless delivery of services.● Collaborated with development and community teams to ensure smooth vendor support for new product launches and business initiatives. Show less ● Demonstrated ability to take initiative and implement efficient processes and tools to streamline issue resolution and improve customer satisfaction.● Mentored my team to increase their average RPH to 8 tickets per hour and maintain a global qualityscore of 98%.● Served as a point of contact for escalated technical support issues.● Managed queue volume daily and coordinated with vendor partners and internal leadership toconsistently meet SLAs.● Leveraged Salesforce and Zendesk to investigate and resolve complex issues and improve team performance metrics.● Gathered data on team performance metrics to identify and report on trends● Oversaw and implemented training and onboarding plans for new agents or new roles. Show less

  • Vendor Program Manager

    May 2022 - Oct 2024

  • Lead Player Support Agent

    May 2018 - May 2022

  • Tier II Support Agent

    Sept 2017 - May 2018

  • Player Experience Agent

    May 2013 - Sept 2017