Frederick Nassar Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Guiding global customer service practices on social media platforms- Platform review / monitoring- Channel setup and management- Content planning and strategy- Analytics / Reporting- Advising communication plans

Austin, Texas, United States

Austin, Texas Area

Note: This is a rebranded title for the previously listed role.- Engage with our players and fans through first party and third party platforms to reinforce the brand and humanize customer support.- Generate weekly reports for management based on listening, engagement, and productivity metrics.- Support Live Operations by monitoring community conversations,- Serve as the voice of the brand during service disruptions.- Seek out support issues on third party platforms where players and fans may not expect to receive customer support.- Share answers to frequently asked questions.

Austin, Texas Area

Promoted from Associate role.

- Engage with our players and fans through first party and third party platforms to reinforce the brand and humanize customer support.- Create media assets to support brand campaigns.- Communicate service issues to our followers and provide updates as they become available.- Seek out support issues on third party platforms where players and fans may not expect to receive customer support.- Share answers to frequently asked questions.

- Reviewed community forums and fan sites as well as official support contact channels to identify issues that generated customer contacts. - Performed root cause analysis and reported top daily contact drivers to department managers and development teams to help facilitate solution prioritization for high impact contacts. - Monitored launch events and game updates to identify and report any emergent issues.

- Built a reputation among my peers and managers as a reliable point of contact for accurate department information while still maintaining and exceeding metric requirements within my current role. - Co-produced a style guide used across the department to aid Game Masters in communicating with the customers through email.- Wrote numerous process guides which outlined best practices for handling in-game issues as well as for working with internal tools and resources.- Developed an Access Database to collect and report on common topics that generate customer contacts.- Programmed multiple macro enabled Excel spreadsheets (VBA) to increase productivity.

Brandon, Florida

Oversaw maintenance of projection equipment, training and management of projection staff.