Sean Nowlin Email & Phone Number

Austin, Texas, United States

Round Rock, Texas, United States

Austin, Texas, United States

Handled customer contacts, which included billing issues, in-game issues, account recovery and compromise restorations, reviewed harassment / scam / cheating reports and account action disputes, documented bug reports, and provided technical (IT) support.• Influenced success of many Blizzard Game releases such as the World of Warcraft: Dragonflight, Diablo Immortal, Call of Duty: Modern Warfare 2, and Overwatch 2 by consistently exceeding KPI minimums of 6 tickets per hour (TPH), Customer Satisfaction Score (CAST) of 81%, and First Contact Resolution of 91%.• Contributed to knowledge base by creating/publishing articles or providing feedback to improve accessibility/readability use of knowledge base and linked articles correctly to cases for tracking.• Reviewed minor policy exceptions requests from internal agents, which sped up ticket processing times.• Participated in special projects, including ticket crushing, customer retention, and proactive outreach to resolve any customer complaints.

Austin, Texas, United States

Handled complex customer contacts, acted as Subject Matter Expert (SME) through internal Help Desk Chat, addressed Better Business Bureau (BBB) complaints, processed agent submitted refunds and payment escalations, and aided other business units with operational requests. • Contributed to success of World of Warcraft 10.1 patch, Diablo IV launch, and Arclight Rumble launch by assisting Blizzard Support Agents or international Teleperformance agents through Help Desk Chat by clarifying customer contacts, elaborating on policies and processes, approving / declining policy exceptions, and troubleshooting complex or taking over cases.• Documented areas of improvement for agent coaching, which reduced unnecessary help desk contacts and times.• Investigated, escalated, and followed up on escalations using Jira with internal teams and customers, ensuring first-contact resolution.• Helped build winning culture by fostering respectful, trusting, and safe working environment while being a positive influence and engaging with DEI trainings and initiatives.

Austin, Texas, United States

Handled customer contacts, including account information updates, game play questions, payment issues, bug reports, and account compromises.• Maintained metric goals (KPI) of 78% CSAT, 85% FCR, and 5 Tickets Per Hour (TPH) and regularly exceeded goals.

Austin, Texas, United States

Handled basic customer contacts, including account information updates, game play questions, and payment issues.

Austin, Texas, United States

Quoted and upsold insurance policies, performed policy reviews on auto and home policy renewals, provided basic policy information to customers, and assisted with making policy changes. Collected payments and made deposits, responsible for answering all phone calls and distributing messages, and ran office errands.

Cedar Park, Texas, United States

Processed and bagged customer orders, handled customer returns, utility bill payments, money orders, ticket sales, and license sale while maintaining a high IPH and accurate cash drawer. Handled high volumes of cash and checks, was responsible for the daily deposits and counting other employees’ tills at the end of their shift. Managed the gas station and kept it stocked and cleaned.