Cesar Gatica Email & Phone Number

Chatsworth, Ca, Us

- Head of call center for the company, responsible for customer service and orders.- Determine short and long-term goals and projects for Customer Service/New Order experience improvements.- Ensure that Customer Service standard responses, KB articles and training documentation are up-to-date and have the correct customer focus.- Implement, monitor and measure staff performance standards (quantity & quality).- Report on key CS metrics to management. Make recommendations to these stakeholders on how to improve the service based on these metrics.- Oversee an international support team (6 members).

Austin, Texas, Us

- Head of Customer Support for all SciPlay games.- Determine short and long-term goals and projects for Customer Support experience improvements.- Ensure that Customer Support standard responses, KB articles and training documentation are up-to-date and have the correct customer focus.- Implement, monitor and measure staff performance standards (quantity & quality).- Report on key CS metrics to studio management. Make recommendations to these stakeholders on how to improve the service based on these metrics.- Oversee an International support team (18 members).

Culver City, California, Us

- Main point of contact for Marvel Strike Force support.- Ensure that Customer Support standard responses, KB articles and training documentation are up-to-date and have the correct customer focus in all languages.- Implement, monitor and measure staff performance standards (quantity & quality).- Report on key CS metrics to studio management. Make recommendations to these stakeholders on how to improve the service based on these metrics.- Oversee an International support team (30 members).

Bellevue, Wa, Us

- Main point of contact for Blade & Soul, Lineage II, Aion and WildStar escalations & questions.- Ensure that Game Support standard responses, KB articles and training documentation are up-to-date and have the correct customer focus in all languages.- Establish and communicate strategy to guide day-to-day activities of team leads and customer care specialists and their respective teams.- Continually evaluate, plan, direct and measure support processes to achieve maximum efficiency. - Implement, monitor and measure staff performance standards (quantity & quality).- Liaise with management of studio based CS teams to ensure consistency and quality of support.- Identify and manage appropriate staffing levels/resource utilization.- Report on key CS metrics to senior management and studio management. Make recommendations to these stakeholders on how to improve the service based on these metrics.- Oversee an International support team (20 members).

Bellevue, Wa, Us

- Copywriting for website content, official social media and forum posts.- Create and schedule in-game and community events.- Created the Lineage II forum community guidelines, manage the community and setup the forum functionality.- Manage the Lineage II Facebook and Twitter pages.- Coordinated the transition of Support from Texas to California.- Developed, trained and communicated all policies and processes for Game Support, Community Managers and outsourced staff.- Oversee an International support and community team (10 members).

- Designed and managed game operations for all Neowiz Games, Inc. titles published in NA (Seven Souls Online and War of Angels).- Coordinated game and content launch schedules with development teams.- Copy writing for emails, official social media and forum posts.- Created and scheduled in-game and community events. - Created events to increase user participation, sharing of user created content and CCU. - Created the Seven Souls Online and War of Angels forum community guidelines, managed the communities and setup the forum functionality.- Setup and ran the Seven Souls Online and War of Angels Facebook pages.- Coordinated Quality Assurance testing.- Oversaw an International production/community team (13 members).- Designed training manuals and trained 16 Game Masters.

Irvine, Ca, Us

- Launched and oversaw the daily operations of APB Reloaded. - Coordinated game and content launch schedules with development teams. - Managed the APB Reloaded forum community. - Created the monetization plan, daily/monthly sales and sales promotions. - Setup and ran the APB Reloaded Facebook page. - Oversaw a local and international production/community team (11 members). ​​​​​​​- Daily analytics and projection maintenance.

San Mateo, California, Us

- Create Customer Support training manuals and other guides.- Update and maintain PFRs and FAQs.- Research, select and manage Customer Support outsource vendor.- Coordinate quality assurance testing for new builds.

Irvine, Ca, Us

- Oversaw daily operations of Global MU Online, Runes of Magic Turkey and Aventura Eterna. - Managed the Global MU Online and Aventura Eterna forum communities. - Launched Runes of Magic Turkey and Aventura Eterna (Runes of Magic: Latin America). - Established the practice of developing and maintaining a yearlong promotions and events calendar that included global holiday promotions and in-game, forum and live events. - Designed marketing plans, promotions, events, tools and revenue generating services. - Designed training manuals and trained 20 Game Masters.

Stamford, Ct, Us

- Directed quality control of a designated customer service team. - Responded to customer service calls.

Stamford, Connecticut, Us

- Managed multiple customer service teams while ensuring quality control. - Answered customer assistance inquiries.