Gabe Galasso Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada Area

Manages Tier 2 agents in the handling of player-related inquiries for mobile games across multiple genres for the Skillz competition platform. My team is responsible for triaging bugs and feedback across internal and external stakeholders through customer insight analysis and reporting.ZenDesk Admin duties include for the Player Relations department which includes the setup and execution of macros, triggers, and automation to ensure the proper ticket routing internally. Creation and maintenance of reporting and dashboards through ZenDesk for distribution both internally and externally. These were used by product, live ops, and analytic teams for platform analysis internally and game development studios externally in the form of customer insight analysis.Creation of customer support process and policy documentation for our internal and external teams to use along with associated training. Training materials encompass ZenDesk training, internal tools, and associated processes for handling customer inquiries. These were then used to optimize player-facing articles to enhance ticket deflection overall reducing cost per ticket by 30%.Coordination with vendor partner for Tier 1 support work ensuring KPIs and quality standards are consistently being upheld. We incorporated a constant feedback loop to keep engagement and buy-in at a high level. CSAT scores for this team exceed 90% while maintaining a QC score of 97%.I have experience with the Atlassian suite with Jira usage for bugs and player-escalated issues related to the Skillz SDK and mobile game titles. Development of dashboards to monitor bug status and ongoing issues, providing enhanced visibility for the player support team and ensuring efficient resolution processes. Confluence is used in the creation of process and policy documentation for standard operating procedures in player support. This included mapping support strategies for new features and product releases.

Las Vegas, Nevada Area

Main task is to maximize our guests check in experience here at the Luxor. Our property has over 4000 rooms and we deal with a high volume of both incoming and outgoing guests on a regular basis. Personally, I average anywhere from 40-60 check ins on a daily basis and while speed is an important component when dealing with high volume it is even more important to make a connection with guests that leave them with a positive lasting impression. For each year that I have worked at the Luxor I have received a Gold level of achievement in customer service satisfaction. That entails receiving over 40+ positive comments from guests on surveys or through communication with the company. I am regularly appointed to special areas of the Front Desk such as VIP to ensure that our returning guests are welcomed and given over the top customer service for their stay with us. I always own everything that I say or do with my guests and make it a point to make sure that they come back to me if they have any issues during their stay. Recently, I have been working the new mobile check in area of the desk and it has its bugs. While working in this area I have become familiar with coordinating with IT, logging errors, and creating detailed descriptions of the instances and circumstances that may have possibly lead to the issue being created as a means to better facilitate IT's efforts in finding a solution.

Las Vegas, Nevada Area

Process incoming shipment on a daily basis. Boxes range from 1 - 150 on any given day with up to 5000 units of various product. Communicate with the sales floor and operations leaders about stock room activities and progress throughout the day in both written and oral forms.Act as additional support for both the sales and cashiering team actively helping either team when needed.Fill out logs and reports when necessary to keep track of product and minimize shrink.

Bachelor Of Science (B.S.), Marketing

Associate Of Arts (A.A.), No Emphasis