Bryan Stapleton Email & Phone Number

Oakland, California, Us

Oakland, California, Us

San Francisco, California, Us

Responsible for managing a network of customer care and collections providers and hold those vendorsaccountable to SLA’s, compliance and contractual obligations.Oversaw development of Affirm’s overall outsourcing strategy, including cost and location strategy to helpdrive and deliver on all key performance indicators.Identified strategic improvement opportunities across vendor network to improve processes and overallexecution.Provided consultative support in regards to capacity planning, scheduling and reporting to drive decisionsin partnership with Workforce team.

San Francisco, California, Us

Responsible for overall Customer Support strategy and implementation across our global operations and quality centers in Asia, India, Europe, Central and North America.Responsible for growing contact center footprint from 1 vendor, two sites and 250+ advocates to 4 vendors, 9 sites and 3,000+ advocates worldwide without sacrificing quality or satisfaction. Increased customer satisfaction with outsourced contact centers from 82% to 95%. Oversaw and implemented new support strategy that resulted in launching support in new live channels (chat, voice and social). Oversaw and implemented strategy with outsourced vendors around all major KPI's and metrics. Established global vendor scorecard. Worked with e-Commerce team and oversaw implementation and launch of new on-shore pre-sales contact center. Responsible for establishing and developing new outsourced global operations contact center team that includes 4 direct reports and 3 indirect reports. Evaluate all vendors, contracts, budgets and metrics to improve effiiencies across all channels and helped reduce cost per contact with no increase to headcount.

San Francisco, California, Us

Promoted to Director and responsible for overall Community & Customer Support strategy and implementation across our global operations and quality centers in Asia, India, Europe, Central and North America.Oversaw and implemented new social media strategy that resulted in creating unforgettable social experiences, connecting hundreds of millions of people throughout the world and delighting players through games.Evaluated all current vendors, contracts and budgets that helped reduce costs and augment productivity with no increase to headcount.Implemented new moderator team and support strategy that resulted in 24/7 forum coverage and an overall cost reduction.Working with divisional studio leadership to identify all player pain points through all channels and provide analysis that resulted in data-driven decision making and effective prioritization of problem resolution and consumer delight.Worked with Senior Director and VP to implement support methodology around new divisional tiering system. This allowed us to reduce overall quarterly outsource spend.Continued to oversee the direct development of team including 7 direct reports (Manager and Senior Manager level) and 19 indirect reports (Community Managers, Leads and Analysts).

San Francisco, California, Us

Promoted to Senior Manager and responsible for building and developing customer support team which consisted of 2,500 employees worldwide, supporting over 60 games across all key social and mobile networks.Oversaw team that provided tech and customer service to over 300 million users globally, including 4 direct reports (Manager level) and 26 indirect reports (Lead and Analyst level).Implemented best practices and support methodologies across all games which increased overall customer satisfaction from 72% to 95% in just 8 months. It also increased overall Net Promoter Score (transactional NPS) from 16% to 70% (paid players).Instituted new job architecture and job descriptions across the organization. This boosted internal satisfaction percentage from 75% to 92% (Player Advocacy survey results).Designed and implemented “Voice of the Player” program in which non-CS employees engage with customers one on one. Program credited with enlightening company regarding how quality can have a great impact on customer satisfaction. Beginning Q1 2013, all executive level staff including CEO contacted a high value player via phone to communicate their appreciation.Personally developed another five individuals who leveled up to other teams within Zynga. Only Senior Manager to have accomplished this.

San Francisco, California, Us

Responsible for managing a team of nine leads and analysts directly and supporting a team of 700+agents worldwide for some of Zynga’s most popular games.Personally developed three individuals who leveled up to other teams within Zynga. Only Customer Support Manager to have accomplished this.Implemented daily scrums with team to share wins and losses and to brainstorm new ideas on how to improve efficiency across all games. This resulted in having the highest customer satisfaction and net promoter scores across all Zynga games.Collaborated with senior members of game studios to reduce player issues and bugs and to ensure we had the best tools to support our players. This resulted in having the highest first contact resolution rates and the best agent handle times across all games.Created and improved new weekly meeting structure for all leads and analysts across all Zynga games. This allowed all team members to share best practices and improve transparency.Created partnerships with nearly all cross-functional teams, including QA, Community, Player Insights, Legal, E-Crime, Marketing, Engineering, Game Developers, NetOps, IT, and Products.Responsible for updating job requirements for the Lead, Manager and Analyst role, interviewing, hiring and training of all new employees for our team.Recipient of Q3 2011 Rockstar award, as well as recognized for outstanding performance every quarter since hire date.

Christchurch, Nz

Manage large/strategic clients post implementation ensuring that all functional and technical requests/issues are addressed within one business day. Working with over seventy clients and over one hundred sites. Having excellent time management skills ensures that a strong, successful, long-term relationship is maintained. Deep and thorough understanding of all SLI Systems products and train clients on their use. Partnering with the client and making recommendations ensures clients accomplish their goals. Having basic knowledge of XML, HTML and Javascript reduces the amount of correspondence and ensures that technical issues/requests are met with a timely resolution. Also interface with engineering team as needed. Provide input and feedback to Product Managers and executive team on new services/products/features requested by clients. Responsible for presenting SLI Systems products to executive level audience. Having the ability to present technical concepts to non-technical users is needed to accomplish this. Having working knowledge of browsers, operating systems, use of tools like Firebug, FireFTP, Notepad++, experience with Search Engine Optimization, Search Engine Marketing and various analytics packages, is essential to the success in this role.

Responsible for a staff of twelve customer service representatives in the day to day operations of the department and the website.Responsible for interviewing, hiring and eventual training of all new customer service representatives. Helped update and implement new customer service policies and procedures. These changes were made to address the needs and to better understand our customers. Analyzed and streamlined the scheduling and support hours. This directly resulted in increasing our service levels from an abandonment rate of 17 % to less than 5%. Implemented a new and more streamlined direct email support schedule for our Ingenio customers and advisors. This resulted in a 24 hour email turnaround time.Provide feedback and analysis of customer issues to the proper department. This is done to ensure the highest level of customer satisfaction on the site.

Implemented ISI billing platform, and 20/20 Customer Care Module.Oversaw system maintenance & provided functional and technical support to all billing software users.Workflow analysis & redesign that resulted in more efficient and accurate bill processing. Evaluated systems, employee, and process performance, which resulted in a less than 2% data entry error rate. Accountable for maintaining voice rate entry (prices) for wholesale and retail voice products. This was to ensure the customer receives an invoice with the agreed upon contractual price.

Austin, Texas, Us

Supported HRMS products (Payroll, Benefits Admin, and Human Resources) in the Global Support Center. Answered, on average, 30 to 40 inbound functional and technical support calls and then probed for the required information regarding each caller’s problem/question. Documented each caller’s problem/question accurately and thoroughly into Vantive. Analyzed internal databases for previously applied resolutions that may have resolved the problem encountered. This resulted in an 80% case closure ratio on the first call. Instructed new employees on Vantive system functionality and internal Peoplesoft processes.