Nick Jones Email & Phone Number

Utrecht, Netherlands

Ensure client projects maintain the highest quality standards through weekly QC assessments, to assess the proficiency of Agents' written correspondence and ticket workflow knowledge. Coached feedback is then provided to identify opportunities for exemplary player support.Collaborated with the client to keep customer support policies up-to-date and aligned with their Confluence workspace, announcing any documented changes or modifications via internal communication… Show more Ensure client projects maintain the highest quality standards through weekly QC assessments, to assess the proficiency of Agents' written correspondence and ticket workflow knowledge. Coached feedback is then provided to identify opportunities for exemplary player support.Collaborated with the client to keep customer support policies up-to-date and aligned with their Confluence workspace, announcing any documented changes or modifications via internal communication channels.Designed and proposed a new reply & resolve workflow to streamline the player support process. Partnered with the project's Operations Manager to present workflow designs to the Customer Experience Lead and Development Team, resulting in its successful implementation across multiple supported projects.Monitored all agent and client-based communication channels, adjusting soft currency from player accounts upon request. Ensured timely response and resolution of tickets to meet project service level agreement goals.Provides additional assistance by monitoring and moderating player chat rooms daily. Ensures player-reported profile pictures comply with the software’s terms of use, documenting and removing any breaches. Show less

Utrecht, Utrecht, Netherlands

Responsible for providing the highest level of support to MVP-level mobile gamers; Entrusted with handling critical issues and escalated tickets alongside standard player queries, minimizing potential player churn while exceeding client-requested RPH metrics and CSAT survey score averages.Maintains close contact with the project's Operations Manager and Customer Experience Leads to ensure emergent issues are quickly flagged for investigation, ensuring any change in workflow or procedure… Show more Responsible for providing the highest level of support to MVP-level mobile gamers; Entrusted with handling critical issues and escalated tickets alongside standard player queries, minimizing potential player churn while exceeding client-requested RPH metrics and CSAT survey score averages.Maintains close contact with the project's Operations Manager and Customer Experience Leads to ensure emergent issues are quickly flagged for investigation, ensuring any change in workflow or procedure is promptly announced and executed to reduce player wait times. Serves as the first point of contact for any in-game mechanics queries due to unrivaled knowledge of the client’s product.Collaborated with the Training Lead and QA Specialist to construct and maintain an internal knowledge base of easily accessible client procedures and project information, which are aimed to aid Mobile Support Agents in quickly and efficiently handling player queries. Show less

Toronto, Ontario

Adept at translating excellent customer service into repeat sales. Demonstrated leadership in guiding the department to sustained financial growth, achieving over one million dollars in sales annually for both 2018 and 2019.Provided unparalleled technical industry knowledge in in-store and third-party order production. Led technical coaching and onsite training of Print & Marketing employees across multiple Greater Toronto Area stores.Efficiently managed multitasking by… Show more Adept at translating excellent customer service into repeat sales. Demonstrated leadership in guiding the department to sustained financial growth, achieving over one million dollars in sales annually for both 2018 and 2019.Provided unparalleled technical industry knowledge in in-store and third-party order production. Led technical coaching and onsite training of Print & Marketing employees across multiple Greater Toronto Area stores.Efficiently managed multitasking by providing on-the-spot document printing solutions and handling shipment waybills for Purolator, Canada Post XpressPost, UPS, and FedEx. Show less

Toronto, Ontario, Canada

Worked in conjunction with the Creative Services Manager and Associate Graphic Designers to create marketing materials for digital and printed platforms, serving both external and internal audiences.Ensured that designed documents met pre-flight requirements for successful replication in print production.Assisted in digitally modifying pre-existing marketing materials while adhering to company branding guidelines and those of active third-party sponsors.

Oakville, On

Duties included paper prototyping, digital grey boxing and testingéiteration of modular puzzle room designs for the game Red Sun. Was responsible for all 2D and 3D lighting, both real-time and pre-baked. Handled creation of all particle systems for in-game use. Created all non-character assets for the game, alongside all environmental backdrops.Read the dev blog here: http://redsungamedev.blogspot.ca/

Game Level Design

A course focusing primarily on the design challenges faced by level designers in today's video game industry. Course run from the standard.

Visual And Graphic Arts

A program offered from Sheridan College focus on a broader education in the arts. Classes vary from the more traditional life drawing.

Business Web Development

Digital Marketing