David Crossley Email & Phone Number

Greater Los Angeles Area

• As a Customer Service Manager, I am responsible for making sure the entire customer service experience provided to our users is of the highest quality possible. This includes the following:
• Responsible for hiring and managing the schedule of the employees in the Customer Service department.
• Develop policies and procedures for handling customer inquiries.
• Building and training both the in house and outsourced customer service teams in policies, procedures, and the mindset needed to support customers.
• Using metrics to monitor employee productivity, increase efficiency, and maximize the cost/benefit for the team.
• Support the QA and Development team to test new game patches to ensure proper launch and accurate service of new content.

Greater Los Angeles Area

• Manage the day-to-day tasks of the customer service representatives.
• Resolving escalated customer issues.
• Working with other departments to resolve customer issues.
• Monitor forums to determine the current state of the game community.
• Assisting in the training of customer service representatives.
• Developing policies and procedures with the customer service manager.

Sherman/Denison, Texas Area

• Ensure that the cooks, wait staff, hosts, and bussers all adhere to company policy.
• Diffuse tense situations and resolve customer complaints.
• Assign specific staff duties for each shift.
• Count the money made at the end of shift and report earnings to head office.
• Assume duties of any absent staff members during a shift.

Sherman/Denison, Texas Area

• Diffuse tense situations and resolve customer complaints.
• Hiring staff and training of new staff members.
• Assign specific staff duties for each shift.
• Count the money made at the end of shift and report earnings to owner.
• Assume duties of any absent staff members during a shift.
• Ensure that all staff members adhere to company policy.