Eric Schittulli Email & Phone Number

Berlin, Germany

Berlin, Germany

• Build Customer Service Operations
• Design and Implement Customer Service Strategies
• Audit, Optimize and Implement Performance Management Programs
• Moderate Leadership WorkshopsInterim-Management can be an option based on capacityIf you need help with Customer Service, drop me a line so we can discuss how I can help out!

Berlin, Germany

Berlin, Germany

• Strategy design & execution for the EU Customer Operations
• OKR Coordination of the APAC & EU Customer Operations
• Led various cross-functional projects supporting strategy implementation

Berlin Area, Germany

• Joined the department as a People Manager before transitioning to Implementation Manager.People Management:
• Design and execution of Global CS Performance Management programs
• KPIs development and implementationImplementation Management:
• Owner of all CS Tools topics in regard of implementation, feature roadmaps, contract management & commercial negotiations.
• Responsible for the deployment of new support channels
• Responsible for planning, managing and delivering cross-functional projects through control of available resources, budget and management of stakeholders

Ireland

• Site Leader duties.
• Responsible for the Customer Support Department
• Primary point of contact for our clients

Berlin Area, Germany

• The Customer Operations included the following: Customer Support, Products Quality Assurance, Community Management, Billing, Fraud & Product Management/Sales Support.
• Grew the Customer Operations x10 within a couple of years (from 15 FTE to 150+)
• Focus on Employee Retention with a voluntary employee churn rate around 5% per year
• Established a BPO partnership up to ~60 FTEs
• Implemented a new Business Unit CS Team (Mobile Gaming)
• Responsible for the CS Operational side of our company’s Merger & Acquisition

Paris Area, France

• Responsible for public relations and staffing for a recruitment company specialized in the video game industry.
• Successfully led partnership negotiations with major French players in both the education and the video game industry.
• Event planning and involvement in the FJV 2009 in order to develop our potential workforce database.

Paris Area, France

• Responsible for in-game events, media relationship and contests
• Contributed to the Customer support management process creation and staff training.
• Represented the Customer during Production meetings to define our roadmap

Paris Area, France

• Provided Customer support through live conversations and emails
• Gathered inbound volume queue management experience
• Gained first QA experience through alpha and beta testing of upcoming expansions through bug diagnostic & reporting associated training

Paris Area, France

• Responsible for an IT environment of 300 workstations
• Team Management of two FTE
• Conducted staff trainings on IT best practices
• Responsible for the hardware inventory and licenses
• Executed a global OS standardization and led the overall migration