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.

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.
• 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

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.

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.

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.

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.

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.

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.