Jason Thomas Email & Phone Number

Austin, Texas Metropolitan Area

• Develop House operations program for Central Texas region, overseeing staff volunteers in ensuring an inviting, safe, and caring space for guest families with children admitted to local area hospitals or undergoing other medical treatment.• Drive customer service best practices while reducing administrative overhead by streamlining and documenting processes, upgrading organizational software and other tools, and ensuring timely and transparent communication with guest families and… Show more • Develop House operations program for Central Texas region, overseeing staff volunteers in ensuring an inviting, safe, and caring space for guest families with children admitted to local area hospitals or undergoing other medical treatment.• Drive customer service best practices while reducing administrative overhead by streamlining and documenting processes, upgrading organizational software and other tools, and ensuring timely and transparent communication with guest families and hospital partners.• Primary vendor liaison for contractors, site vendors, facility / maintenance staff, IT support team, inspectors, etc.• Provide Spanish language document translation and interpretation services for non-English speaking guests.• Work closely with partner organizations such as hospital social workers, nursing staff, and administrative personnel to ensure consistent and targeted support.• Administrator for Medicaid lodging and transportation program, increasing year to year Medicaid receivables to over 130% of 2019 yearly budget expectations. Show less

Austin, Texas Area

• Developed customer support operations center from a small team consisting almost exclusively of internal customer support agents to a full-featured service team supported with robust Training, Quality Control, Policy Design, Information Management, Project Management, CRM Development, and Vendor Management elements.• Directly managed all aspects of site facilities, business vendor relationships, and staff development and morale, creating an office culture with a reputation second to none… Show more • Developed customer support operations center from a small team consisting almost exclusively of internal customer support agents to a full-featured service team supported with robust Training, Quality Control, Policy Design, Information Management, Project Management, CRM Development, and Vendor Management elements.• Directly managed all aspects of site facilities, business vendor relationships, and staff development and morale, creating an office culture with a reputation second to none across all Kabam sites, turning what was originally strictly a contact center office into a key Kabam cross-disciplinary software and technology development site.• Responsible for managing daily global support operations with an annual budget of over 2 million USD and a team of over 100 internal staff and vendor partner staff.• Partnered with cross-disciplinary teams including (but not limited to) HR, IT, game development, live operations, community management, localization, marketing, business development, and external partners (Google, Apple, Amazon, etc.) Show less

Austin, Texas Area

• Solely responsible for planning and implementing customer support arm of Edge of Reality, with an overall goal of efficiency and flexibility• Hired, trained, and led a customer service team to support Loadout and future Edge of Reality titles• Built and maintained customer support knowledge base and self-service portal• Designed customer support policies, procedures, and workflows from the ground up• Consulted for C-level and Director-level executives to guide overall… Show more • Solely responsible for planning and implementing customer support arm of Edge of Reality, with an overall goal of efficiency and flexibility• Hired, trained, and led a customer service team to support Loadout and future Edge of Reality titles• Built and maintained customer support knowledge base and self-service portal• Designed customer support policies, procedures, and workflows from the ground up• Consulted for C-level and Director-level executives to guide overall corporate customer service strategy• Interacted with game community daily through official product forums and other social media outlets, providing direct support to end-users in both English and Spanish• Provided hands-on customer support for escalated/sensitive issues• Monitored infractions of Terms of Use (cheating/hacking/modding) and enforced account penalties for players who did not abide by Loadout's anti-cheating policies• Supported product launch of independent Free to Play video game title, with initial worldwide customer base of over 2 million users in first two weeks of product life Show less

Austin, Texas Area

• Customer service, billing, and technical support operations management for Spanish- and Portuguese-speaking support teams serving Central and South America.• Managed, coached, and provided career guidance for teams of up to 75 personnel and their supervisors• Set clear guidelines and provided expertise to customer service team, resulting in productivity gains of over 50% and customer satisfaction rates unmatched within the organization• Instrumental in interviewing, hiring… Show more • Customer service, billing, and technical support operations management for Spanish- and Portuguese-speaking support teams serving Central and South America.• Managed, coached, and provided career guidance for teams of up to 75 personnel and their supervisors• Set clear guidelines and provided expertise to customer service team, resulting in productivity gains of over 50% and customer satisfaction rates unmatched within the organization• Instrumental in interviewing, hiring, training, guiding, and promoting over 200 individuals• Contact center manager on duty responsible for live operations of up to one thousand agents and 1 million concurrent online users• Identified and spearheaded improvements to internal service model to streamline customer contacts• Designed, reviewed, and provided feedback for suggested changes to in-game user service interface, customer service policies, and support personnel procedures• Designated service department point of contact for internal support departments, corporate application design and development teams, and product design teams• Supported product launch of 8 AAA video game titles across multiple regions, platforms, and languages Show less

Austin, Texas Area

• Supervised team of 10 to 15 In-Game Support Representatives and led them in providing extraordinary customer service across various contact channels (chat, email, phone, social media)• Implemented process improvements to drive team quality, efficiency, and customer satisfaction to levels consistently surpassing departmental goals• Coordinated with senior staff to ensure employee adherence to departmental policies and procedures to ensure consistent service standards• Provided… Show more • Supervised team of 10 to 15 In-Game Support Representatives and led them in providing extraordinary customer service across various contact channels (chat, email, phone, social media)• Implemented process improvements to drive team quality, efficiency, and customer satisfaction to levels consistently surpassing departmental goals• Coordinated with senior staff to ensure employee adherence to departmental policies and procedures to ensure consistent service standards• Provided on-going training and one-on-one mentoring for team based on individual needs• Tracked weekly metrics data, customer feedback, and attendance to provide both employees and management staff with an accurate picture of individual and team performance• Maintained positive team dynamic by fostering mutual respect, cooperation, and customer focus Show less

Austin, Texas Area

• Provided high level of customer care as defined by departmental quality control guidelines• Assisted in fulfilling customer requests by providing them with superior support• Coached teammates on improving productivity metrics and customer satisfaction levels• Resolved customer escalations and other urgent petitions in a timely fashion• Monitored state of support queues and provided accurate workload data to management team• Tracked data and compiled reports on individual… Show more • Provided high level of customer care as defined by departmental quality control guidelines• Assisted in fulfilling customer requests by providing them with superior support• Coached teammates on improving productivity metrics and customer satisfaction levels• Resolved customer escalations and other urgent petitions in a timely fashion• Monitored state of support queues and provided accurate workload data to management team• Tracked data and compiled reports on individual and team metrics, attendance, and quality scores• Developed and maintained team-related tools, such as daily metric tracking and statistic reporting Show less

Austin, Texas Area

• Coordinated the production of raw manuscripts into printed textbooks while meeting client needs and staying within project budgets• Served as primary point of contact for authors, publishers, production teams, and printers to ensure timely and accurate product publication• Contracted and managed outsourced services required for project completion

Austin, Texas Area

• Established an effective learning environment by meeting needs of students, parents, and administrators in a professional and timely manner• Coordinated with peers to develop and implement second grade bilingual reading curriculum

Sacramento, California Area

• Recruited translators and negotiated job contracts for outsourced translation services• Coordinated with freelance translators to ensure that project deadlines were met• Analyzed world-wide translation pay rate data to determine appropriate freelance rates

Sacramento, California Area

• Evaluated domestic sales to determine accurate compensation for sales force• Identified and resolved erroneous compensation data to ensure adherence to company polices• Produced quota credit allocation procedures to ensure that departmental initiatives were met • Supplied training and mentoring for new Sales Measurement Specialists

Sacramento, California Area

• Supervised customer service team for broadcast product line• Monitored team responses to client queries to ensure efficiency and professionalism• Designed and conducted training and product demonstration workshops for clients and dealers• Authored departmental customer service and technical support training documentation