Eric Norris Email & Phone Number

Needham, Massachusetts, United States

- Manage day-to-day operations of the WB Games Customer Service tech team- Engaging with the team in projects and tasks to improve customer experience and partnerships with stakeholders- Developed customer satisfaction goals with the team, and work with them to meet those goals on a steady basis- Established recurring review of knowledge and procedures - Encouraged training for both current responsibilities and career arc - Create and maintain a safe space to allow free… Show more - Manage day-to-day operations of the WB Games Customer Service tech team- Engaging with the team in projects and tasks to improve customer experience and partnerships with stakeholders- Developed customer satisfaction goals with the team, and work with them to meet those goals on a steady basis- Established recurring review of knowledge and procedures - Encouraged training for both current responsibilities and career arc - Create and maintain a safe space to allow free conversation among the team- Provide frequent updates to stakeholders of our project deliverables- Collaborate with the leadership team to establish goals and objectives for Customer Service- Facilitate moving tech team ticketing system from JIRA to Asana- Researching moving Customer Service project platform from Asana to Monday.com to better collaborate with game studios- Review software needs for the different parts of Customer Service as business needs evolve- Act as procurement for software that the tech team is responsible for- Working with different procurement teams within the larger organization to get the best contracts for WB Games/Warner media- Negotiated Zendesk contract- Partner with analytics team to ingest customer service data from various data points into one place and to resolve data discrepancies in the customer service data- Oversee project to bring in a new survey system to augment CSAT data - Manage current project to bring in a new AI platform for use with our Customer Relations Management system- Work with team to provide updated reporting with Power BI- Partnered with analytics team to create an easier integration path for customer service ticket submissions through mobile apps- Collaborate with the games account team to integrate the wbgames.com web site with our ticketing system Show less

Needham, Ma

Needham, MA- Part of leadership team that shapes the direction of the CS department- Manage a small team that facilitates the needs of the CS department- Work as main point of contact with exec/legal for both GDPR and CCPA- Manage those working on CS portion of GDPR and CCPA request work flow- Oversee Zendesk API integration for mobile games from various studios- Act as Product Manager for the analytics of Customer Service tickets- Creation and administration of… Show more Needham, MA- Part of leadership team that shapes the direction of the CS department- Manage a small team that facilitates the needs of the CS department- Work as main point of contact with exec/legal for both GDPR and CCPA- Manage those working on CS portion of GDPR and CCPA request work flow- Oversee Zendesk API integration for mobile games from various studios- Act as Product Manager for the analytics of Customer Service tickets- Creation and administration of the routing of help requests through Zendesk for the over 100 products that are handled by different agent groups across the global- Create the reporting needed for ticket and CSAT metrics, including in-depth reporting that is not natively available in Zendesk- Produce reports in Looker to overcome shortcomings of native Zendesk reporting- Design and update customer facing web sites and knowledge base (http://support.wbgames.com)- Collaborate with marketing to update email template for customer service tickets- Brought together community stakeholders and Zendesk to work on a forum solution within Zendesk- Took point on establishing InfoSec training for both internal and external agents- Nominated to be an ambassador to InfoSec for customer service- Train individuals on the various parts of Zendesk as their roles are expanded Show less

Needham, Ma

- Part of management team that shapes the direction of the CS department- Oversee Zendesk API integration for mobile games from various studios- Act as Product Manager for creation of database for Customer Service tickets- Creation and administration of the routing of help requests through Zendesk for the over 100 products that are handled by different agent groups across the global- Create the reporting needed for ticket and CSAT metrics, including in-depth reporting that is… Show more - Part of management team that shapes the direction of the CS department- Oversee Zendesk API integration for mobile games from various studios- Act as Product Manager for creation of database for Customer Service tickets- Creation and administration of the routing of help requests through Zendesk for the over 100 products that are handled by different agent groups across the global- Create the reporting needed for ticket and CSAT metrics, including in-depth reporting that is not natively available in Zendesk- Produce reports in Looker to overcome shortcomings of native Zendesk reporting- Design and update customer facing web sites and knowledgebase (http://support.wbgames.com)- Collaborate with marketing to update email template for customer service tickets- Brought together community stakeholders and Zendesk to work on a forum solution within Zendesk- Work with executives to define the customer service portion of the process for privacy requests- Act as manager for those working on CS portion of GDPR request work flow- Took point on establishing InfoSec training for both internal and external agents- Nominated to be an ambassador to InfoSec for customer service- Train individuals on the various parts of Zendesk as their roles are expanded- Other items that are in the attached document Show less

Norton, Massachusetts, United States

Appointed to the Norton Planning Board in May of 2022. Elected in April 2023.

Needham, Ma

- Update Parature customer facing support portals as necessary- Create and update ticket routing in Parature- Manage Customer Service metric reporting, both recurring and ad hoc- Produce and Edit Reports in Parature- Use Google Analytics to compile data for reports- Manage internal and customer facing surveys that are deployed through Parature- Create and update both Employee and Administrative accounts- Participate in meetings about coming software and features to… Show more - Update Parature customer facing support portals as necessary- Create and update ticket routing in Parature- Manage Customer Service metric reporting, both recurring and ad hoc- Produce and Edit Reports in Parature- Use Google Analytics to compile data for reports- Manage internal and customer facing surveys that are deployed through Parature- Create and update both Employee and Administrative accounts- Participate in meetings about coming software and features to be used in Customer Service- Knowledgebase administration for Parature and Confluence- Trained in JIRA for Application Administration to be back up for primary- Quickly take on and prioritize projects as necessary- Train other employees on systems and programs as needed Show less

Needham, Ma

- Handle customer service escalations- Assist other representative with senior level questions- Support customers through phone, email and as well as an online customer representative- Contact customers that leave voice messages- Process paid customer services- Train new employees- Create and maintain internal Wiki for Customer Service

For the Nickerson Machinery division- Research and resolve customer order issues- Place purchase orders- Research and resolve customer credit issues- Process credit card transactions- Fix basic computer problems- Produce how-to documentation for proprietary system

Sales Representative for Nickerson Machinery- Research and resolve customer order issues- Place purchase orders- Research and resolve customer credit issues- Process credit card transactions- Fix basic computer problems

Temporary: Shareholder Communications at Compushare- Called shareholders to get proxy votes for various companies- Worked on companies that needed immediate results- Trained new hires- Put on special propjects to resolve shortages of proxy votes

- Resolved customer account and billing issues via phone and email- Created documentation to help other- Trained new hires- Worked with customers account and billing issues through email

- Managed cash drawer- Received incoming product- Trained all new hires

- Sell services to members and answer their questions- Close out the branch- Generate how-to documentation for Spectrum and Teller Advantage that is still in use today- Train all new hires- Fix computer related problems on the floor

- Managed cash drawer- Received incoming product- Trained all new hires

- Maintained clients’ accounts- Matched consulting jobs with our consultants- Created and maintained H1B forms for consultants- Set up and maintained PCs- Created and maintained company web site

Computer Science

Education record