Marco D'Anna

Experience

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  Somerfield

  Mar 1995 - Jan 2000

  Assistant Store Manager

  ⭐Key Responsibilities:• Overall management responsibility for operations of store• Store performance and control of cash,inventory,customer services and security• Track and analyse store performance with forecasting daily and weekly sales goals• Develop and direct strategies to improve product placement• Health and safety management• Training and development• Monitor cash handling and accounting• Ensure compliance with all legal requirements and in store policy and procedures Show less

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  Abbey National Treasury Services

  Jun 2000 - Sept 2001

  New Business Adviser

  ⭐Key Responsibilities:• Advise customers in the mortgage process• Building strong professional relationships with surveyors and estate agents• Proactive follow up of the mortgage process• Proactive troubleshooting of service roadblocks• Communicate, collaborate, and coordinate with all departments• Training and development• Ensure Quality and Integrity• Ensure trading standards criteria are met.

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  Elta Plastics

  Feb 2002 - Aug 2005

  Team Leader

  ⭐Key Responsibilities:• Operations escalation point• Handling escalated customer concerns.• Ensure Quality and Integrity• Ensure daily safety regulations are met• Shift reporting• Performance reviews • Proactive troubleshooting of service roadblocks• Communicate, collaborate, and coordinate with all departments• Personnel management• Attendance checking• Training and development

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  Glamal Engineering

  Oct 2005 - Feb 2007

  Warehouse Supervisor

  ⭐ Key Responsibilities:• Stock control ensuring inventory accuracy• Transport & Logistics• Liaising with customers, suppliers and transport companies• Coordinating and planning the receipt and dispatch of goods• Planning capacity requirements• Daily,weekly and monthly reporting

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  Blizzard Entertainment

  Apr 2008 - Apr 2014

  CS Team Leader

  ⭐ Key Responsibilities:• Attendance Checking• Resource allocation • Shadowing CSRs• Operations Escalation point• Handling escalated customer concerns.• Coaching and mentoring to targets• Ensure Quality and Integrity• Ensure daily safety regulations are met• Shift reporting• Performance reviews • Behavior reviews (identify high potential candidates)• Presentations• Proactive troubleshooting of service roadblocks• Communicate, collaborate, and coordinate with all departments• Personnel management• Customer welfare• Community engagement• Collaborate with site directors to aid in decision making• Facilitate problem solving & collaboration Show less

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  DeNA West

  Oct 2014 - Oct 2015

  ⭐ Key Responsibilities:• Manage an industry-leading loyalty program to engage our loyal players.• CRM and tools management to effectively triage player issues and response.• Operations Escalation point• Document and update Customer Service policies• Coaching and mentoring to targets• Ensure Quality and Integrity of Customer Service• Behaviour reviews (identify high potential candidates)• Communicate, collaborate, and coordinate with all areas of the business• Crisis management• Proactive troubleshooting of service roadblocks• Community Management and engagement.• Continually improve all KPI's across the company.• Process-driven and actionable messaging to Studio Leadership.• Community engagement through Social Media• Sole escalation point of highly engaged and loyal players. Show less ⭐ Key Responsibilities:• Launched an online, self­service FAQs and breaking news centre where articles and messages are posted to reduce ticket volume, improve efficiency and quality of a customer’s experiences• Successful implementation of re-engagement and loyalty programs to drive revenue growth, improve retention and ensure customers have an exceptional experience. • Own the drive to improve customer satisfaction, quality of services and guide product direction and monetization by building surveys and conducting interviews to analyze the root cause of customer issues and to identify and eliminate barriers of success• Established monthly reporting to the executive team and improved interdepartmental feedback and process improvements with Product Management and Engineering reporting support trends, top issues and feature requests to quickly address them • Successfully implemented, developed and manage a full support service for 30 mobile game titles, oversee vendor relationships and coordinate a global team of 20• Built and manage support staffing plans, new and ongoing training programs, developed clear performance and service level key metrics to improved agent throughput by 50%• Optimized CRM and Community work­flows through service, productivity and cost analysis to guide product direction, automate processes and improve customer service strategy • Contribute to technical and system administration aspects of the community, and related communication vehicles such as Facebook to ensure community integration for promotion and awareness building Show less

  • Player Support Manager

    Oct 2014 - Oct 2015

  • Customer Experience Manager (Mobile)

    Oct 2014 - Oct 2015
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  GSN (TV & Games)

  Oct 2015 - Feb 2017

  Director of Customer Experience

  ⭐ Key Responsibilities:• Created communication, coaching and staff motivation strategies that drive performance and development.• Responsible for the overall direction, coordination, quality and output of all customer service and community teams• Cross-functional partnerships with other department Directors to align Customer Support with company goals• Created and optimised centralised workflows for support tickets and Customer feedback through app reviews, tweets and fan posts• Successfully implemented re-engagement programs driving revenue growth, improved retention and ensured customers had an exceptional VIP service experience• Own the development of overall customer service strategies and established customer service and productivity metrics. Managed and disseminated reporting that are shared with high-level executives• Reevaluated and created updated customer service processes and procedures to increase productivity and service levels• Maintained a high-quality customer service environment by ensuring proper training and support for customer service representatives, handling customer problems quickly, maintaining efficient staffing levels, and promoting good morale• Effectively partnered and built productive working relationships with direct reports, peers, leadership, and partner management, teams• Provided oversight on customer issues exceeding standard intervals or customer expectations and appropriately prioritising within the organisation – heading off any potential legal escalations before they happen• Analysed and reported on customer satisfaction levels and NPS results as well as other key metrics and business drivers• Management of in house recruiting and retention of support staff Show less

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  FACEIT Ltd

  Sept 2017 - now

  Head Of Customer Service

  ⭐ Key Responsibilities:• Managed and oversaw the customer experience, including all communications, engagements, issues, and all other customer contacts.Built relationships with our professional clients, staying in regular communication, and being their point person inside FACEIT ltd• Responsible for the overall direction, coordination, quality and output of all customer service and community support• Development of overall customer service strategies and established customer service and productivity metrics. Managed and disseminated all support reporting• Reevaluated and created updated customer service processes and procedures to increase productivity and service levels• Development of company culture and promoting good morale initiatives• Effectively partnered and built productive working relationships with direct reports, peers, leadership, and partner management teams• Management and development of all initial GDPR and privacy-related support issues• Management and handling of all high-level support issues through support and partnered organizations• Analyzed and reported on customer satisfaction levels and NPS results as well as other key metrics and business drivers• Management and handling of all in house recruitment for Customer Support• CRM and tools management to effectively triage player issues and response• Management of all online Support knowledge bases and developed strategies to reduce ticket volume, improve the efficiency and quality of a customer’s experiences• Management of all payment systems managing refunds and liaising with 3rd part payment vendors Show less

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  ESL FACEIT Group [EFG]

  Sept 2022 - now

  Senior Manager Customer Support