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.
• 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.

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.

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.

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.

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.

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.

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.