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An experienced and customer-focused leader with demonstrated competenceinhelp desk, technology, and gaming industries providing excellent customerservice and support to maximize the total experience.Throughout my career, I havedirected several projects from conception tofinish, assuring timely completion while staying within cost constraints. I amadept in facilitatingthe implementationofexceptionalcustomerserviceoperations throughout the organization, ensuring that everyone meets standardsand maintains customer satisfaction.I am acknowledged as an Operational Expert,and I have a proven track recordof creating people and systems to achieve success. I am adept at leadingateam of senior managers in the management of my own lines of business, whichspan from several Zynga games to Billing/Payments.I excel in complex problem solving, attention to detail, and people management,as wellas theability to lead and build strong connections at severalorganizational levels. In a fast-paced, high-growth company, shown the abilityto design, develop, and deliver first-rate client experiences.I am skilled at offering exceptional service to demanding consumers, identifying and resolving problems, bridging gaps and boosting loyalty, and generating competitive development. Some of the key skills include:Customer Service ExcellenceProcess ImprovementLaunch Readiness ProcessPerformance OptimizationTraining & MentorshipCustomer SatisfactionSLA ManagementPeople ManagementShould you have any further questions regarding my professional experience orskills, feel free to connect with me via phone or email. I always enjoy makingnew acquaintances.
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Director Studio ServicesZynga Mar 2021 - Jan 2023San Francisco, California, UsLeverage exceptional professional expertise in building a team of highly experienced Managers and ICs. Build detailed roadmap for innovation and improvements for Studio Services Department to ensure high-quality service. Elevate skillset and knowledge by providing effective mentorship to managers and ICs across all levels. • Established and maintained strong communication lines with internal and external partner teams to ensure a common understanding of the consumer voice and demands in relation to corporate priorities.• Designed Project pipeline to facilitate Studio Services Team to explore new technology offerings, such as Chat, SMS, and Bot support. -
Senior Manager OperationsZynga Jan 2018 - Mar 2021San Francisco, California, UsAchieved desired business objectives by defining short- and long-term goals, policies, and procedures, while monitoring progress. Facilitated directors and the VP of the organization by providing strategic recommendations on implementing best practices. Led and designed Launch Readiness process for Player Success Organization. Identified, recruited, and trained all new Player Support Managers (PSMs) while adding value to the team. Supported Success Organization’s objectives at a network Level by developing, recommending, and implementing processes. • Promoted professional skill development by providing training, steering and motivating employees.• Provided support to Studio Services team in building career path plans to identify opportunities for advancement based on an individual's unique skills.• Created strategies by calibrating PSMs and Studios to solve significant issues and implement new and best practices across the Zynga network.
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Lead Service Delivery ManagerZynga Sep 2015 - Dec 2017San Francisco, California, UsFoster Team developmentTrend and Data analysisDrive productivity and performance improvement Develop accurate capacity plans based on forecasted volumesResponsible for all aspects of people management within the team (recruitment, selection, training, performance management, coaching and motivation)Ensure service level agreements are met for each business unitTrain and mentor new hires in the GPX departmentManage resources to ensure products are launched efficiently and with minimum impacts on service levelsDrive initiatives to increase customer self service and first contact resolution.Develop strong relationships with external vendors and internal departmentsFoster player focused improvements at the Studio Executive LevelAnalyse and report customer satisfaction levelsEnsure all internal and external knowledge database content is current and accurateDrive resolution of known issues and feature requests for games and game toolsDrive improvements within game product and it's supportMentor Team members and peersOwn & develop relationship between customer service, community, game studios and partner sitesDevelop strong proactive communication between studios and customer service.
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Senior Service Delivery ManagerZynga Oct 2014 - Aug 2015San Francisco, California, UsPrimary Point of Contact for Global Player Experience (GPX) at Studio/Devision Level for FarmVille 2: Country Escape and FarmVille 2 WebStrategic Manager of the allocated GPX resources at the Studio/Account LevelRegular reporting and Operational reviews with each assigned StudioInternal partner team oversight, ensuring delivery of allocated service levelsManage partner team, player and service escalations with the StudioEnsure daily achievement of service levels and initiative to improve when service levels dropForecast and budget planning Define, increase and decrease service level opportunities based on close monitoring of upcoming releasesManagement and oversight of Player Support Service CatalogMonitor operational activity (KPIs/ Metrics / Volumes / Trends / Corrective action reporting)Foster player focused improvements at the Studio Executive LevelAnalyze and report customer satisfaction levelsEnsure all internal and external knowledge database content is current and accurateDrive resolution of known issues and feature requests for games and game toolsOwn & develop relationship between customer service, community, game studios and partner sitesDevelop strong proactive communication between studios and customer service.Act as the Voice of the Customer for the studio, summarize customer issues, and provide regular reports to studiosDevelop accurate capacity plans based on forecasted volumesResponsible for all aspects of people management within the team (recruitment, selection, training, performance management, coaching and motivation)Ensure service level agreements are met for each business unitTrain and mentor new hires in the GPX departmentManage resources to ensure products are launched efficiently and with minimum impacts on service levelsDrive initiatives to increase customer self service and first contact resolution.Develop strong relationships with external vendors and internal departments
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Senior Game LeadZynga Sep 2013 - Sep 2014San Francisco, California, UsForecast and budget planning based upon historical dataensuring KPIs of Vendor CS team not just met but exceeded (NPS, CSAT, Agent Rating and FCR)Monitoring Service Level Agreements and create initiatives to improve if Service Level Agreements dropWorking closely with internal CS Quality team to ensure Quality Standards are metOwn & develop relationship between customer service, community, game studios and partner sites.Feedback to Studios which tools are required for agents to deliver higher quality supportDesigning Admin Tool improvementsUpdating procedures, content and guidelines for Agents and Vendor TeamsBe voice of the Player within the Studio
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Executive Relations Lead Customer SupportZynga Jul 2012 - Sep 2013San Francisco, California, UsRe-structuring of CS Team and processes used on CS sideCommunication between CS and Studio in regards to Agent and Customer needsStreamlining of Service delivered to CustomersReduction of Contacts between CS and Customers by 47% Quarter over Quarter
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Customer Support LeadZynga Mar 2012 - Jul 2012San Francisco, California, UsRe-structuring of CS processesDelivering Post CS NPS resultsReducing AHT for Chat and Email contactsTeam Building
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Customer Support Agent - GermanZynga Jul 2011 - Mar 2012San Francisco, California, UsHandling Customer queries via Chat and Email for 10 games, 6 of which via Chat SupportReporting of Customer Issues
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Vip PocPocketkings 2009 - 2011
Sandra Cameron Skills
Sandra Cameron Education Details
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Technische Universität DortmundEnglish Language And Literature/Letters
Frequently Asked Questions about Sandra Cameron
What is Sandra Cameron's role at the current company?
Sandra Cameron's current role is Director Customer Care.
What is Sandra Cameron's email address?
Sandra Cameron's email address is sc****@****nga.com
What is Sandra Cameron's direct phone number?
Sandra Cameron's direct phone number is +171422*****
What schools did Sandra Cameron attend?
Sandra Cameron attended Technische Universität Dortmund.
What are some of Sandra Cameron's interests?
Sandra Cameron has interest in Animal Welfare.
What skills is Sandra Cameron known for?
Sandra Cameron has skills like Online Gaming, Customer Support, Casual Games, Team Leadership, Teamwork, Mmo, Project Planning, Video Games, Social Games, Gameplay, Team Building, Project Delivery.
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