Keeping trolls from sneaking in tainted goldProtecting merchants from bandits, turncoats, and pirates

• Established the framework for the risk platform by providing our applications team the requirements needed in order to properly understand who the customer was based on the information we could gather from the customer and potential merchant partners• Collaborated with development, marketing and executive teams to create merchant support solutions• Established rules for providing users credit based on merchant data and internal analytics• Created collections strategy for delinquent customers while gathering additional customer information to continually refine portrait of customer

• Plan cradle to grave support of flagship franchises such as Tiger Woods and Madden Football series as well as online products (Warhammer Online and Littlest Pet Shop Online)• Sell CS service to studios and shepherded integration of studio software with support interfaces • Initiated drive for single service support standard across territories• Set billing rules to minimize fraud loss and established review process for suspect transactions• Member of Fraud Congress within company, aligning new payment initiatives with risk review• Streamlined support process for launch of new EA Store in 2007• Produced new COPPA compliant parental consent process allowing underage users to play online on consoles• Manage 3rd party digital distribution code support for Direct2Drive, GameStop, gametreeonline, and Metaboli • Work with studio, legal, and marketing teams to define strategies for customer interaction and continued contact

• Oversaw 13 direct reports, creating unique development plans and fostering spirit of teamwork• Enforced company standards while increasing customer satisfaction for account and billing services• Created process for support of subscription based products based on prior experience supporting account and billing inquiries• Reported and analyzed call center metrics for manager and director • Organized schedules to maintain SLA during launch of flagship products

• Trained outsourced representatives on technical, account, and billing processes• Created policies for handling e-commerce returns, exchanges, and warranties• Created training manual for support of the EA Store• Recorded and reported on new issues to escalate to management for resolution• Acted as senior CSR for billing issues related to subscription-based products• Assisted multiple customers through chat, voice, and e-mail communications, gaining management praise for efficiency