Joseph Cuevas

Joseph Cuevas Email and Phone Number

Senior Staff Product Support Manager @ Mozilla
Westmont, IL, US
Joseph Cuevas's Location
Westmont, Illinois, United States, United States
Joseph Cuevas's Contact Details

Joseph Cuevas work email

Joseph Cuevas personal email

About Joseph Cuevas

Joseph Cuevas is a Senior Staff Product Support Manager at Mozilla. He possess expertise in customer satisfaction, customer service, microsoft office, retail, data entry and 32 more skills. Colleagues describe him as "Dedication that easily shown through with a strong focus on diligence in his daily task. Each project that I brought Joe in on was immediately elevated due to his wide breadth of knowledge around process and knack for locating information at the right time. I look forward to working with Joe once again." and "Joe built up a reputation as a solid support agent for Epic through the years and has been helpful to various parts of the company outside of customer service. I only had the brief chance to work with him over the past few months, as he helped us in our rapidly evolving efforts to revamp the entire department, but he proved to be always willing to lend a hand. He's hungry to learn and grow and try something new."

Joseph Cuevas's Current Company Details
Mozilla

Mozilla

View
Senior Staff Product Support Manager
Westmont, IL, US
Website:
mozilla.org
Employees:
1756
Joseph Cuevas Work Experience Details
  • Mozilla
    Senior Staff Product Support Manager
    Mozilla
    Westmont, Il, Us
  • Mozilla
    Senior Product Support Operations Manager
    Mozilla Sep 2023 - Present
  • Mozilla
    User Support Operations Manager
    Mozilla Jul 2021 - Sep 2023
    United States
  • Warner Bros. Entertainment
    Analyst, Content Operations & Customer Support
    Warner Bros. Entertainment Jul 2019 - Jul 2021
    Burbank, California
    Customer Support Operations for multiple WarnerMedia Brands. Review daily/weekly/monthly metrics and provide business observations to stakeholders and executives as requested. Developed policies, processes, training, knowledgebase runbooks for all products based on KPI and business trends. Reviewed support tickets and QA provided feedback to remote vendor teams. Acted as a CRM admin for multiple Zendesk instances. Also, release coordinator for WB Digital Copy program. Responsible for maintaining digital copy schedule for multiple Warner Media brands including WB, HBO, New Line Cinema, Turner and several studio partner brands.
  • Epic Games
    Player Support Lead
    Epic Games Sep 2015 - Mar 2019
    Cary, North Carolina
    Managed 50+ frontline ticket support agents and ensured quality engagements with players for all Epic Games products. Engaged, partnered, and collaborated with global teams like Information Security, IT, Live Operations, Quality Assurance, Social, Publishing, Online, and Production to further develop runbooks, process, and tooling for the Player Support teams and landscape. Created weekly reports on Player Support operations and broadcast into the company. Managed multiple vendor teams and provided coaching and training as needed.
  • Epic Games
    Player Support Specialist
    Epic Games Apr 2014 - Sep 2015
    Raleigh-Durham, North Carolina Area
    Founding member of the Player Support team for Epic Games. Collaborated on and developed V 1.0 account, billing, and technical support SOP for products such as Unreal Engine 4, Epic Accounts, Fortnite, Paragon, Infinity Blade 3, and Shadow Complex Remastered. Monitored Live Operations and reported on incidents as they occurred.
  • Epic Games
    Quality Assurance Tester
    Epic Games Jul 2013 - Apr 2014
    Raleigh-Durham, North Carolina Area
    Reviewed and analyzed system specifications pertaining to Fortnite and Paragon. Evaluated software and executed test cases, recording results and reporting to development teams. Collaborated with Engineers and Production teams on key issues and worked to verify resolution through quality testing.
  • Xerox
    Apple Advisor
    Xerox Oct 2012 - Mar 2013
    Raleigh-Durham, North Carolina Area
    Provided tier 1 account, technical, and network support for Apple products as well as iTunes support for digital purchases and eCommerce.
  • Funcom
    Mmo Game Support Specialist - Contractor
    Funcom Feb 2012 - Aug 2012
    Raleigh-Durham, North Carolina Area
    Provided tier 1 account and technical support for Funcom on products such as The Secret World, Age of Conan, and Bloodline Champions.
  • Blockbuster
    Assistant Store Manager
    Blockbuster Aug 2001 - Jan 2012
    Raleigh-Durham, North Carolina Area
    Performed retail management and shift management duties. Responsible for Merchandising compliance as well as sales. Forecasted and assigned sales goals and followed up on employee metrics to ensure delivery. Processed administrative tasks as needed.

Joseph Cuevas Skills

Customer Satisfaction Customer Service Microsoft Office Retail Data Entry Microsoft Excel Merchandising Leadership Video Games Sales Call Centers Time Management Customer Experience Marketing Microsoft Word Team Leadership Os X Team Building Outlook Powerpoint Facebook Telephone Skills Social Media Social Networking Online Gaming Computer Repair Sales Management Vendor Management Employee Relations Troubleshooting Advertising Computer Maintenance Networking Windows Team Oriented Windows 7 Google Docs

Joseph Cuevas Education Details

Frequently Asked Questions about Joseph Cuevas

What company does Joseph Cuevas work for?

Joseph Cuevas works for Mozilla

What is Joseph Cuevas's role at the current company?

Joseph Cuevas's current role is Senior Staff Product Support Manager.

What is Joseph Cuevas's email address?

Joseph Cuevas's email address is jo****@****ros.com

What schools did Joseph Cuevas attend?

Joseph Cuevas attended The Art Institutes.

What skills is Joseph Cuevas known for?

Joseph Cuevas has skills like Customer Satisfaction, Customer Service, Microsoft Office, Retail, Data Entry, Microsoft Excel, Merchandising, Leadership, Video Games, Sales, Call Centers, Time Management.

Who are Joseph Cuevas's colleagues?

Joseph Cuevas's colleagues are Maria Do Céu Cassolote, Cauã Sene, Joseph Rahme, Adria Kyne, Maciej Pluta, Micheller Chapman, Moz Smithfeld.

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