Dov Carson Email & Phone Number

El Segundo, California, United States

• Passion and proven track record for mitigating emerging issues and helping to drive fixes for gamers.• Focusing on the player first, responsible for pulling teams together to develop strategies for providing world class quality customer service experiences• Managed and tracked game development with internal / external studios across all skus of our mainline product(s).• Coordinated with development teams, QA, Marketing, and other production stakeholders and provided support through the full product life cycle from dev to post launch.• Leverage functional knowledge of submission processes to ensure timely and successful deployments

El Segundo, Ca

Responsible for partnering with support operations, game studios, production, marketing and QA to develop and manage the issue/bug lifecycle process.Focusing on improving the overall customer and player experience while maintaining operational efficiencies.Responsibilities:• Monitor and analyze incoming contacts for trending issues and topics, funneling information through proper channels and escalating when appropriate• Develop thresholds for issue severity, partnering closely with digital operations to ensure protocols are properly enforced• Communicate clearly to stakeholders across the organizational spectrum to ensure proper visibility and buy-in on make goods/break fix appeasement.• Influence and improve current incident management model, using past events and experiences through data to inform change.• Direct work with Studio and Q.A. on upcoming bug fixes, and champion player support fixes to help drive closure.• Work with cross-functional team(s) to ensure communication plan, and make goods are in-place prior to release, as it relates to bug fixes• Able to juggle multiple Live Ops roles and tasks efficiently while delivering amazing experiences for players.

El Segundo, Ca

- Provides leadership and direction to Tier 3 technicians who are responsible for resolving customer trouble tickets.- Develop and drive improvements to processes and procedures utilizing root cause analysis- Work closely with Operational Systems Support teams to design and develop tools and improvements to systems to better manage the network and the daily business activities.- Develop and maintain a closed loop process for handling customer survey results and update departmental policy, processes as well as agent handling to improve the customer experience while lowering customer effort needed to address/resolve their reason for contacting.- Develop, manage and maintain incident management process to handle issues reported globally from all support channels including phone/chat and social media.- Manage NOC process and team including- Network monitoring- Incident response- Communications management- Reporting problems- Process review - Identify updates needed to existing processes to ensure maximum efficiency and up to date handling of ongoing process and procedure.- Evaluates and prioritizing of project requests from both internal CS and Activision departments.- Primary liaison between digital marketing teams and 1st parties for daily/weekly review.- Facilitate weekly team meetings and working sessions with key stakeholders in order to sync up with the tier 3 team and discuss current and future strategies.- Coordinate daily tasks to ensure Tier 3 responsibilities and SLAs are met on a daily basis- Maintain employee schedule to ensure appropriate coverage for Tier 1/Tier 2 groups globally.- Manages BBB status and works with legal to maintain attorney general complaints.

El Segundo

Assist the Training & Quality Manager in the development, implementation and on-going management of the Activision Support Center Quality Program. Responsible for conducting tasks in support of quality initiatives, programs and projects within the support organization.Responsible for gathering, analyzing and reporting on the data that measures quality levels and translating such data into actionable initiatives or quality programs that focus on continuous improvement. Work cross functionally to ensure the department meets key performance indicators and compliant with policies and procedures, ensuring quality measurements appropriately reflect established call center goals.

El Segundo, Ca

Responsible for supporting Activision’s frontline service, support, social, community and outsource suppliers with all unresolved, complex and high impact issues. As member of the Advocacy Team all representatives are responsible for working independently on complex problems requiring analyzing situations and/or data to provide solutions to external and internal customers.Additionally, the team is responsible for daily Customer Satisfaction Survey analysis, coordinating outreach to distressed customers as warranted. This team communicates official positioning on company issues, develops creative solutions to complex customer problems, identifies and escalates opportunities for operational improvements.Responsible for working independently in a cross-functional environment, presenting a professional and positive demeanor at all times.

100 N. Sepulveda Blvd. El Segundo, Ca

Work closely with the managers of both internal employees and outsourced partners to insure that a high level of customer support is being provided to the members of the Call of Duty ELITE serviceResponsible for daily/weekly/monthly status reports to be submitted to the Service Delivery Manager of Customer Support which include SLA metrics, service issue status/resolution, partner staffing updates, policy and process changes, consumer feedback, and service trendingMaintain and update policy and process documents pertaining to the administration of the Call of Duty ELITE serviceFacilitate the on-going training of managers and employees on processes and policies that are either created or updatedReview outsourcing partner performance and provide feedback to external partnersMaintain regular scrum meetings (weekly, monthly, quarterly, or when required) with internal/external staff in order to facilitate proper communication throughout all applicable channelsContribute to Elite Live Producer team and other stakeholders with customer impact analysis regarding service defects or enhancements.Liaison with Project Management and Studio Production to facilitate administration tool creation/modification in order to increase service efficiencyWork with Digital Marketing to provide instructions and/or additional information to the Social team in order to provide consistent messaging which is uniform across all social channels in order to avoid consumer confusion

Responsible for managing the day-to-day operations of the customer support department. This position is responsible for coordinating with Production and QA and reporting results back to senior management, direct and performance of all CS operations consisting of employee/product management, customer service of all Activision products, including documentation/packaging during all stages, department organization, ordering and managing resources/test equipment, and special projects/duties.

Telecommunications managerHandled all customer support issues.Installed new software releases, system upgrades, installed patches and resolved software related problems.Performed system backup recoveries.Maintained data files and monitored system configuration to ensure data integrity.Telecommunication onsite technician, new user installation and account setup.Game Credits;Call of Duty: Advanced Warfare (2014) Supervisor - Tier 3 - Live OperationsSkylanders: Trap Team (2014) - Supervisor - Tier 3 - Live OperationsDestiny - Supervisor - Tier 3 Live OperationsCall of Duty: Ghosts (2013) - Supervisor, Tier 3 - Live operationsSkylanders: Swap Force (2013) - Supervisor, Tier 3 - Live operationsThe Amazing Spider-Man (2012) - Coordinator, Customer SupportCall of Duty:Black Ops - Coordinator, Customer SupportDJ Hero 2 (2010) ,– Activision Inc. PS3 Multiplayer leadTransformers: War for Cybertron (2010) Activision, Inc. – Multiplayer lab TesterSingularity (2010) Activision , Inc. – Multiplayer lab testerBlur (2010) Activision, Inc. – Multiplayer lab testerTransformers: Rise of the Fallen (2009), Activision, Inc. – Production Tester007: Quantum of Solace (2008), Activision Publishing, Inc. – Network Compatibility testerCall of Duty: World at War (2008), Activision – Network Compatibility testerCall of Duty 4: Modern Warfare (2007), Activision Publishing, Inc. – PC Multiplayer floor leadGuitar Hero III:Legends of Rock (2007),Activision Publishing,Inc – Multiplayer lab testerTony Hawk's Proving Ground (2007), Activision Publishing, Inc. – Multiplayer lab testerTransformers: The Game (2007), Activision Publishing, Inc. – PC floor lead/testerCall of Duty 2 (2005), Activision Publishing, Inc. – QA tester, PC multiplayer lead assistantCall of Duty (Game of the Year edition) (2005), Activision Publishing, Inc. – PC QA testerTrue Crime: Streets of LA (2004), Activision Publishing, Inc. – PC QA tester