Nicholas Smith Email & Phone Number

Crestcom International is a trusted leadership training partner for firms ranging from small and medium-sized businesses to Fortune 500 enterprises. Over the last 30+ years we’ve worked with more than 1 million executives in 60 countries, helping them develop new leadership skills, make more thoughtful decisions and hone their managerial acumen. Our.

Greenwood Village, Colorado, US

Helping Businesses turn good Managers into great Leaders.

Long Beach, CA, US

The Director of Digital Engagement provides alumni research, digital and personal engagement, and support administrative activities of the University Relations Department that enable broader alumni connectivity. The Director creates and executes an outcomes-based plan to maximize alumni and constituent digital engagement using communications, and.

Long Beach, CA, US

• Serves as primary point of contact for Board members on myriad of issues
• Maintains close working relationships with CEO and other executive leaders, as well as leaders of other organizational
• functions to coordinate on Board communication and action items
• Partners with Board leaders and management staff on agenda development to align Board decision-making around institutional priorities and Board duties
• Works with members of management to identify issues that require Board review, reporting or action
• Assures a smooth process for Board consideration of relevant issues ensuring Board involvement is timely and well-supported

Bellevue, WA, US

• Manages relationships and coordinates resource work between different teams, facilitating communication during live deployments; communicates all key project plans, commitments, requirements, QA plans, schedules, and.
• Manages risks and resolves issues that may affect the release, scope, schedule, and quality working with multiple teams to bring clarity to the possible issues and rescheduling or mitigating those issues.
• Produces deployment run books, launch plans, processes, project post-mortem, and other related documentation; assists with creating departmental reports.
• Point of contact for emergency support for live projects issues that arise; schedule fixes and communicate information to the company. Accomplishments
• After joining the Release Management team, the senior managers quit; immediately changed the processes for release management to ensure smoother operations that would be guided by one person. The overall performance of.
• Weekly maintenance was not planned until the day before they were due, resulting in missed communications, incorrect estimates, and very little lead time for the Live Teams. Created a plan that required all departments.

Bellevue, WA, US

• Managed the communications channels between Customer Service, Community, Development, and Publishing Teams and a team of 100+ Customer Service Representatives on the Game Surveillance Unit (GSU). Supported all NCSOFT.
• Reviewed and analyzed player tickets to identify high priority issues; created resolutions and documentation for outsourcer groups to handle the issues.
• Developed all policies and procedures for game support issues including harassment, bug reports, compromised accounts, and compensation requests; created and implemented the Customer Support Social Media Plan.
• Trained outsourced employees in the Philippines and Argentina on how to be NCSOFT CSRs for the games, specializing in all game titles.
• Launched AAA MMOPRG Wildstar and Blade & Soul and AAA Free to play relaunch of Wildstar. Accomplishments
• Hired to develop the Game Support Team for the AAA Title Wildstar and all supporting processes, procedures, and original documentation; collaborated with Wildstar Support Leads for implementation and Carbine Studios to.

Aliso Viejo, US

• Collaborating with development teams to create/implement Customer Support Tools and features to streamline the customer support process
• Working with parent Company NCSOFT and their shared service group to delegate proper permissions and workflows between departments
• Be main point of contact when the Customer Support Manager is out of town ~3+ months a year.
• Create WildStar Customer Support policy/procedure for both employees and players
• Work with Customer Support team to identify high priority issues and create resolutions in a timely manner
• Acting support producer and created schedules for support item implementation

Culver City, CA, US

• Building Customer Support and Community relations for the release of the MMORPG "Age of Wushu". Creating new polices for the CS and GM departments, overseeing all games from the CS perspective.
• Created new Policy and Procedure for Snail Games Customer Support
• Created community team for public outreach and information dissemination.
• Hired Small team of experienced Customer Service representatives to build the Customer Support Department
• Traveled to Conventions to demonstrate Snail Game Titles to the public
• Set monthly goals for each member of the team and worked with them to reach those goals.

Irvine, CA, US

Create and train curriculum for IGS (In-Game support) and ATS (Account and Technical Services) for Blizzard customer support.Create E-leaning modules for easier training experiences:- Created e-learning modules for Starcraft II release.- Created e-learning for basic troubleshooting (IGS issues).- Created e-learning "Employee Manager 2010" for new Team.

Irvine, CA, US

As a Game Master I assisted in-game customers of "World of Warcraft." Blizzard Entertainment Silver Award in Recognition of Outstanding Customer Service.Given the title "Point Game Master", assistant to our Senior (team leader); this position left me free to assist the rest of my team with exceptions and do higher tier level work.

Anaheim, US

Day/Night shift lead in charge of the World Famous Jungle Cruise. Opening/Closing of the attractionCreating daily rotation scheduleFielding customer concernsSupervision of up to 20 employeesOverall safety was our main concernUpdating hour worked at the end of shift for each employeeDisciplinary communicationNurture the new employees to do their best

Trained and supervised internsOversaw production of television shows from conception to conclusion Organized and directed lighting, sound and videoOperated cameras during shooting

Bachelor Of Arts (B.A.), Radio, Television Film, Production

Associate Of Arts, Broadcasting