Devin Dinardo Email & Phone Number

Lake Forest, CA, US

Culver City, California, US

Culver City, California, US

Culver City, California, US

• Manage LiveOps events for the Scrabble Go mobile game.
• Directly manage the implementation of events from concept to event configuration, testing, execution and analysis.
• Develop comprehensive in-app event strategies to keep users engaged and help support planned feature releases each month
• Work with product managers and analysts to monitor and report on the performance of promotions and events, and their impact on KPIs and game health
• Implemented and launched Scrabble Express; a new fast-paced Scrabble mode with limited turns

• Prepares product or service reports by collecting and analyzing customer information.
• Collaborate with marketing team to maximize revenues and customer loyalty.
• Handling customer order related questions, inquiries and complaints.
• Maintains customer records by updating account information and notes.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.
• Maintaining current knowledge of products offered.

Cypress, California, US

Managed Customer Service tasks as single contact for up to 16 accounts. Optimized Value Added Services to meet changing and unique client needs. Executed projects ensuring warehouse efficiency. Educated new clients through on-boarding webinars. Overhauled F.A.Q. section to streamline client self-help.

Foothill Ranch, California, US

Managed inventory fulfillment and delivery order team for printing, surface imagining, and visual communications industry leading corporation with multiple Fortune 500 clients. Optimized workflow efficiency procedures during process review and remediation sessions by developing more streamlined picking procedure, increasing productivity and team engagement.

Foothill Ranch, California, US

Irvine, California, US

Promoted through several roles to manage, train, and coach new team members towards best operations. Developed existing relationships between key stakeholders to retain major accounts representing significant revenue. Collaborated with sales and account managers to resolve customer issues and bolster community response across network. Developed service.

Irvine, California, US

Increased department revenue 2805% | $1,716 (2/16) - $49,852 (12/16)Assisted with hiring, training, and coaching to deliver a world class experience.Oversaw the day to day management of the Value Added Services team.Reviewed and enhanced Value Added Services provided by Shipwire, Ingram Micro including Warehouse to warehouse transfers, inventory disposal.

• Developed content calendar with creation of multiple digital campaigns for key accounts leveraging social media channel activity on Facebook Insights, SoTrender, and FanPage Karma to identify emerging trends..
• Personally managed Facebook group for BodyChange account during Changetime Summer Challenge program, creating original text/video posts increasing group likes from 13K to 250K.
• Created weekly digital copy for official John Cena WWE Facebook page engaging fan audience with multi-million likes to positive responses and overwhelming support from senior team leaders.

Palo Alto, California, US

Engineered comprehensive social media strategy aligning multiple channels including Facebook, Twitter, and Instagram to align academy’s message with audience and followers increasing enrollment and followers during short-term contract position. Oversaw team members performance and workflow operations increasing productivity through change management.

• Promoted to supervise five action team game masters setting workflow schedules and team objectives with weekly review sessions for industry leading gaming corporation. Identified team gaps and workflow inefficiencies.
• Received Entrepreneurial Award recognizing distinction in sales and revenue growth performance.
• Attained Development Award recognizing personal role development during tenure as senior and lead customer service manager supporting clients and fans to improve overall engagement.
• Received Adaptability Award for distinction handling multiple responsibilities to improve workflow of Dynasty Warrior Online promotional payouts and support of Alliance of Valiant Arms game.

Redwood City, CA, US

Promoted to senior role managing 24 team members delivering exceptional customer service. Utilized traditional and digital resources to resolve problems. Identified team members for senior roles assigning case and workflow to those more adept for complex problems requiring enhanced customer service.

San Mateo, California, US

Analyzed reports filed from PlayStation Home.Filed abusive and inappropriate behavior into an Excel Spreadsheet for Customer Service.

Los Gatos, CA, US

Performed build verification testing; regression testing; and game balance testing (among a variety of other types of QA testing)Worked directly with the game development teams.Assisted in the refinement and improvements of testing procedures and test plans.Provided assistance to managers and leads on game-play and game-balance analysis.Identified and.

Santa Monica, CA, US

Resolved incoming technical support questions through online forums.Analyzed and tested software and configuration conflicts.Moderated Xfire video content flagged for review.Tracked major issues, reporting to QA and Development teams.Managed the Xfire FAQ section.Supported password recovery inquiries.Informed Legal of harassment issues or takedown notices.

San Jose, California, US

- Responsible for investigating and recovering hacked accounts.- All reports and records were filed and kept in a custom database.

San Jose, California, US

Led implementation and transition to the Parature Knowledge Base and Ticketing system.Supervised a team of 3 in-house reps and over 20 remote volunteer moderators.Resolved customer billing issues via PayPal.Coached employees and mentored their progression.

San Jose, California, US

Kept Gaia COPPA (Children’s Online Privacy Protection Act) Compliant.Resolved reports on sexual behavior/content, child exploitation and abuse/harassment.Removed all sexually explicit content involving children.Investigated subpoenas sent from law enforcement and lawyers.Solely handled and investigated Better Business Bureau complaints.Supervised team of.

San Jose, California, US

Handled General Inquiry emails.Investigated and recovered hacked accounts.

New York, US

Responsible for testing games and entering bugs into a Test Track Pro database. Credited tester for: RollerCoaster Tycoon 3: Wild! (PC), RollerCoaster Tycoon 3: Gold (PC). Tester for: TimeShift (PC) Matrix: Path of Neo (PC, Xbox), Marc Ecko's Getting Up: Contents Under Pressure (Xbox), Totally Spies (GBA), Civilization (NGage)