James Lee Email & Phone Number

El Segundo, California, United States

-Designed and implemented a comprehensive Customer Service Training program, including schedule coordination and policy development to ensure a high level of support.-Developed and conducted quality assurance audits on customer service tickets, ensuring high standards of service and timely issue resolution.-Generated and analyzed weekly Key Performance Indicator (KPI) reports to monitor team performance and improve operational efficiency.-Produced monthly Quality Control (QC) reports, identifying areas for service improvement and optimizing workflows.-Led the development and management of a VIP Program, creating tailored experiences for high-value players and enhancing customer loyalty.-Oversaw the management and continuous improvement of Game FAQs and response templates to ensure consistent and accurate communication with players.

Keypop.Net

-Utilized basic KPI knowledge to improve business growth-Manage detailed calendars and product roadmaps-Design and track live ad performance-Cultivated user retention strategies-Created and managed an efficient product pipeline-Designed and planned a successful business launch-Maintaining all live op aspects of business

1800 West 213Th Street Torrance, Ca 90501

-Liaison between all company departments and users utilizing JIRA-Correcting & troubleshooting digital documents by reviewing XML/MISMO data-Monitoring and managing customer service team calls and roles to ensure all tickets are handled or addressed in a timely manner.-Assisting with Enterprise clients

-Self Promotion via local ads and referrals-Planning and designing study schedules and materials catered to the student’s strengths-Teaching a variety of subjects including Math, English, and General Science to students ages 12-19-Planning and offering College Application or SAT essay writing workshops at library

Torrance, Ca

Provided PC Windows XP/Vista/7 software supportDiagnosed and troubleshooting customers’ PC on both a hardware and software level.Built custom PCs according to customer’s specifications and needs.