Daniel Hoffman Email & Phone Number

California, United States

San Francisco Bay Area

San Francisco Bay Area

Led the establishment of comprehensive end-to-end customer support departments and formulated strategic frameworks tailored to the specific needs of gaming clients. These initiatives ensured a seamless customer experience and bolstered client satisfaction.Managed onshore and offshore BPO operations, demonstrating expertise in interviewing, hiring, and training high-performing support teams. Implemented policies and optimized workflows that elevated support agents' performance that consistently surpassed client KPI standards.Developed innovative solutions to address clients' business, technical, and operational challenges. These strategic implementations streamlined operations and resulted in heightened player engagement and lifetime value.

San Francisco Bay Area

Member of the founding team for Officium Labs that was acquired by Arise and rebranded as Arise Gaming. Cultivated enduring business relationships with clients through open collaboration and insightful strategy sessions. Fostered strong partnerships, ensuring that clients' evolving needs were consistently met, and their satisfaction and loyalty were maximized.Managed a robust QA program that provided support agents with continuous coaching and feedback. Through regular evaluations and one-on-one sessions, I helped support agents enhance their skills, address areas of development, and consistently deliver exceptional customer experiences.Oversaw the product development of Salesforce CRM features to align with clients' unique business requirements. Continuously assessing and enhancing the CRM capabilities, I ensured optimal performance and seamless integration with clients' operations, resulting in increased support agents' productivity.

San Francisco Bay Area

6-month contract ended early as Officium Labs was created and spun off from Forte where I joined as a founding member. Collaborated with executive management teams to strategically align customer support department policies and systems with overarching company objectives. Ensured that customer service initiatives were in sync with the organization's mission and vision, resulting in improved customer satisfaction and retention.Successfully managed the company's inaugural customer support BPO. Developed comprehensive operational rules and performance standards to optimize the efficiency and effectiveness of support agents. The BPO establishment contributed to streamlined processes and increased responsiveness to customer needs.Designed and executed a comprehensive customer support vendor training program. Empowered support agents with the necessary skills and knowledge to deliver exceptional service to customers, resulting in enhanced service quality and reduced resolution times.

San Francisco Bay Area

Oversaw day-to-day live operations and game development. This included coordinating and managing various teams to ensure smooth and efficient execution of development processes.Improved and implemented effective monetization strategies, which resulted in consistently surpassing monthly revenue targets and grossing over 15 million in revenue.Optimized the performance of product features and events through data-driven iterations. Analyzed user data and feedback to make informed decisions that enhanced the overall gaming experience.Streamlined global teams by leading daily scrums, weekly product development planning, and meetings for two-week sprints. This agile project management approach ensured efficient collaboration, alignment, and timely delivery of milestones.

San Francisco Bay Area

Successfully recruited, trained, and managed a high-performing live operations team for The Godfather: 5 Families, resulting in exceptional performance that consistently surpassed monthly revenue goals by 10%-20%.Implemented in-game sales, promotional events, and contests. This involved the entire process, from concept creation to event configuration, testing, and execution, which resulted in exceeding monthly revenue and engagement goals.Designed sales tools and in-game promotional features that contributed to increased revenue and operational efficiencies.

San Francisco Bay Area

Conceptualized and executed in-game events, sales, and promotionsCollaborated with team members to develop an event schedule, strategically showcasing new digital content to enhance player engagement and increase revenue.

San Francisco Bay Area

Trained, coached, and lead a remote customer support team

San Francisco Bay Area

San Francisco Bay Area

New York, New York, United States

New York, New York, United States