Ross Horvitz Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

OVERVIEWPLAYSTUDIOS creates wonderfully engaging mobile games that allow you to earn real-world rewards every time they play.HIGHLIGHTSProvide end-user support, on-board, train and educate agents, and work with developers regarding user feedback and live-ops issues.● Onboard and train Support Specialists, VIP Hosts, and outsourced agents on all products, procedures, and new features. Coach all new Support Specialists through their first 90 days.● Conduct company-wide new hire orientation and welcome presentation twice monthly.● Develop and conduct workshops and tutorials, and create internal documentation, channels, and additional tools for teammates.● Support and engage with players through in-game messaging via Helpshift, email, and social media.● Collaborate with developers by reporting issues with products, live-ops events, and sharing player feedback.● Share news, updates, previews, and known issues regarding products and research tools with all agents.ACCOLADES and ACCOMPLISHMENTS:● Selected as hand-off speaker at 2024 playMAKER Development training program.● Selected for 2023 playMAKER Development training program.● Promoted to Training Support Specialist in March 2022.● Promoted to Pop! Slots Lead Agent in August 2021.● Promoted to Pop! Slots team in August 2020.● Consistently earned top agent performance statistics.● Selected in 2021 to represent studio in annual playMAKER retreat to provide feedback, ideas, suggestions, and concerns with upper management.● Selected to be non-management representative for Las Vegas studio for work groups including Work From Home initiative, Cross-Studio Communication meetings, and Data, Tools & System improvements.

Las Vegas, Nevada Area

OVERVIEWStructure Studios publishes and develops leading 3D-visualization software and technologies. They are the dominant player in the market, serving 96% of industry leaders, and with my help became a World Class Company with NPS score of 70.HIGHLIGHTSOversaw client relations, departmental communication, and software testing.● Supervised and on-boarded technical support, quality assurance, training, and sales staff.● Coordinated product updates, policy changes, and deadlines with all departments.● Collaborated with testers, developers and clients.● Created and executed test plans for end-user software, websites, and internal databases.● Handled Terms of Service violations and escalated client issues.● Developed digital training and sales content: writing, recording, and editing videos.● Conducted live software demonstrations at trade shows and events.ACCOLADES:● Promoted to Lead Support Agent 2007.● Promoted to Support Manager 2010.● Promoted to Support & QA Manager 2012.

Greater Philadelphia Area

OVERVIEWComcast Corporation is an American telecommunications conglomerate headquartered in Philadelphia, Pennsylvania. It is the second-largest broadcasting and cable television company in the world by revenue and the largest pay-TV company, the largest cable TV company and largest home Internet service provider in the United States.HIGHLIGHTS Handled escalated customer service and technical support calls.● Supported customers with cable TV and internet services.● Served as acting supervisor for escalated customer calls and employee requests.● Troubleshot, resolved PC/Mac issues, RF signals, TCP/IP settings, email, & web-based problems.● Monitored network stability, reported outages, provisioned modems and routers.

Greater Philadelphia Area

OVERVIEWFirst Union Corporation (later Wachovia after a merger in 2001) was a bank holding company that provided commercial and retail banking services in eleven states in the eastern U.S. First Union also provided various other financial services.HIGHLIGHTSAssisted customers with personal and commercial banking needs● Handled account transactions and service needs with clients.● Assisted in training new employees in branch protocols.● Controlled commercial deposit vault and associated transactions.