Carlos Flores Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

AppLovin enables developers to grow their business. Businesses rely on AppLovin’s market leading technologies to solve their mission-critical functions with a powerful, full stack solution including user acquisition, monetization and measurement. AppLovin is headquartered in Palo Alto, California with several offices globally

Palo Alto, Ca

Innovate customer support with technologyContinuously analyze support procedures, systems, and tools to improve customer Satisfaction, quality and overall support experience across the support organization. Own the creation of new tools. This includes directly creating these tools and working with internal partnersListen to customers and customer support teams to understand what challenges need to be improvedIntegrate new technologies to improve the internal and external customer support experienceidentify pockets of opportunity and areas of best practice for concept testing, prototyping and/or developmentWork with other stakeholders

San Francisco

San Francisco

Managed team of Specialists and Leads for various GREE titles. Created Tools & Scripts to assist specialists & agents in their day to day work. Worked closely with Game Teams, Engineering, Business Intelligence, Finance & Legal in creating scripts to help them gather player and app information. Worked with Tech Council do prioritize engineering needs for long term projects. Acted as Project Manager for most support technical initiatives. • Developed Integrated Quality Control Tool• Developed “Cheat Sheet” for Game Types, visual indication to identify game and platform • Developed Version Comparison Script to compare player’s game version vs latest version from App Store• Expanded Issue Tracker functionality to compare issues versus ticket creation• Developed Scripts to update Ticket fields automatically • Linked CSAT Survey to Individual Player

Palo Alto

Part of the Game Services Management team. Supervised team of 9 local analysts as well as on and offshore outsource team. Queue Management and Reports Generation. Act as point of escalation. BBB Complaints. Work with Game Studios & other Central Service teams in escalating game issues for resolution. Responsible for administration of Zendesk CRM and the relationship with Zendesk. Backed Zendesk API work, vBullletin Skinning, Vendor relations and contract negotiations.

Report & Right Now AdministratorHeld full accountability for maintaining for Right Now suite, created workspaces, customer web portal pages. Created critical scheduled and ad-hoc reports for management and staff. Managed staff accounts and tools for local and international staff. Was point person for the various studio teams when they required Customer Support solutions to issues. Key Achievements:Used the XML-API to create alert system that notified development teams and support staff of problems within the game.Assisted in Integrated billing system with CRM to identify paid customers versus non-paid customers.

Held full accountability for creating and maintaining all training documents for call centers located in Maryland and Glasgow. Assessed agents' handling of incidents; evaluated overall level of quality and service. Maintained CRM software, ensuring optimal functionality. Established and maintained collaborative relationships with vendors; communicated extensively regarding implementation of new features for CRM software. Researched new training opportunities with distance learning solutions. Led training presentations and workshops for staff members. Key Achievements:Provided detailed assessments of agent performances related specifically to incident management, quality, and customer service.Developed and implemented call center training program for call centers throughout US and Europe.Promoted learning infrastructure; researched and identified various training opportunities, including distance learning solutions.

Promoted to lead learning and development efforts as Trainer 1; delivered training coursework to all levels of personnel. Developed training and curriculum; adapted lessons to accommodate diverse learning styles. Provided technical support; managed incoming calls/emails regarding technical issues. Troubleshot, diagnosed, and quickly resolved escalated issues. Logged and tracked ongoing issues; generated reports detailing frequent/ongoing technical problems.

Traveled extensively to present training sessions to staff and management personnel. Provided group and one-on-one training; developed guides, training outlines, and practice exercises to aid in learning. Created training courses, schedules, and field training materials.Key Achievements:Delivered training presentations to all levels of personnel; designed and refined training curriculum based on specific requirements.Served as Business Analyst; successfully obtained Siebel 2000 Certification.

Trained internal users regarding various proprietary software applications; created and delivered training sessions. Provided onsite application support throughout Pacific Northwest territory covering 7 US states and British Columbia. Installed proprietary software; troubleshot and resolved technical issues, ensuring optimal functionality. Teamed with sales team members to assist with client demonstrations.Key Achievements:Developed and delivered training sessions to staff members and management personnel; educated users regarding proper use of software programs, which optimized productivity.Instrumental in developing training program that provided users with education, tips, and information to enhance skill set and application knowledge.