Direct supervision of a team of 12 Customer Service Representatives in a department offering Account/Billing and Technical Support via email, social media, and forum contact methods.Worked with all other divisions of the company to ensure positive customer experience including Development, Marketing, Sales, and EngineeringResponsible for hiring, forecasting, and scheduling, including balancing overtime needs with budgeting, and maintaining an educated and effective staffAttended briefing meetings with department heads for events such as product launches and systems changes to identify and address potential Customer Service issuesDirect supervision of the International Team offering support in the German and French languagesWorked with 3rd party vendors and contractors, including payment processors

Managed a team of 8 Customer Service Representatives in a department offering Account/Billing and Technical Support via phone, email, and social media contact methodsWorked with all other divisions of the company to ensure positive customer experience including Development, Marketing, Sales, and EngineeringCollaborated with the executive team to determine the Customer Service policies and procedures with the goal of satisfying as many customers as possible, wherever possible, taking into account current workload, ability, and reasonability of a given request or situationLowered average response time for a customer contact from 48 hours to 12 hoursRaised Customer Satisfaction scores from 85% to 95%Extensive experience as the escalation point for sensitive and advanced service contactsResponsible for hiring, forecasting, and scheduling, including balancing overtime needs with budgeting, and maintaining an educated and effective staffAttended briefing meetings with department heads for events such as product launches and systems changes to identify and address potential Customer Service issues; reported summaries to executive team, and delivered the information to the service teamParticipation in, and organization of, various team building exercises including in-office contests and off-site employee appreciation days

Direct supervision of a team of 25-50 Customer Service Representatives in a department offering Account/Billing and Technical Support via phone, email, live chat, social media, and forum contact methodsWorked with outsourced support office to provide assistance with advanced service issuesDirect supervision of the International Team offering support in the German, French, Spanish, and Japanese languagesWorked with 3rd party vendors and contractors, including payment processors and game card manufacturers on issue tracking and troubleshooting