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 leadership development training programs are both accredited and award-winning.

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 campus-wide resources to strengthen key relationships with target alumni groups

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• Serves as primary staff person for Boards and Committees• Responsible for the preparation and quality of materials that are reviewed by the Board and designated committees• Oversees logistics, notices and scheduling for all Board and committee meetings, with timely planning and reliable, high-quality execution

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 changes in the project’s scope. Manages the release of documentation from planning, to execution, to review. Ensures partner teams are receiving needed information to support the release process. Conducts formal reviews to determine product launch readiness. • 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 the Release Team has improved, reducing downtime and decreased weekly maintenance estimates by 25%. • 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 to have their files and change lists done the week before. Within four weeks of implementation, there was a full week of lead time for all PC products resulting in better estimates and clear expectations. • Created a Slack Channel for release management and its live updates and prep work are done and implemented pre-maintenance weekly meetings. Improved communication and identified small errors early in the process, enabling them to be corrected.

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 titles in a customer service capacity. • 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 ensure players were properly supported with tools and development support; expanded procedures empowering Outsourcers to objectively view issues and use policies/procedures to make the correct judgment call. • Due to a reduction in force, assumed the role of Acting Manager for Wildstar Support; reorganized the responsibilities of the remaining US Leads and agents to cover lost positions, working with the executive team to implement changes to improve customer support. Player satisfaction rose from 74% to 84% in the first month, sped up compromised account restoration by 200%+ which eliminated all the compromised accounts and, and implemented game changes that eliminated unnecessary ticket creation.

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• Managed the operations of a team of over 100 agents o Train outsourcer's in the Philippians and Argentina to the WildStar standard o Travel to outsourcer locations for onsight update training• Created goal for overall support and player satisfactiono Averaged 80-90 percent Customer Satisfaction for all of support• Launched AAA video game WildStar

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.• Interviewed and hired both Community and Customer Support Representatives• Grew Support and Community from zero to a full time staff to support 4 current titles• Worked with budget to create 2013 staffing plan for 11+ Game Titles• Work closely with Production, QA, and Localization to keep game breaking issues resolved as quickly as possible• Worked closely with our contacts in China to gain insight on support tools and give the US team full control over the titles.Launched AAA MMO title "Age of Wushu" April 10th 2013

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 Managers.- Worked on upcoming Diablo III e-learning.Created promotional video for release of internal support tool.Collaborated with Learning Staff , opened and managed the CS Learning Lab (library) so staff could work on their passions on their free time.Sole In-Game Support trainer for most of the four years I was there. Trained all Game Masters in Irvine from starting positions up to senior (team lead) positions.Created curriculum for In-Game Support New hire training.Created curriculum for Customer Support workflows.Internal training to other Blizzard departments on support and their tools.Gave weekly training sessions that covered Blizzard titles (Example: World of Warcraft), and their different aspects.Launched multiple AAA titles including: WOW:Burning Crusade, WOW Wrath of the Lichking, WOW Cataclysm, Starcraft 2 - Wings of Liberty, and Diablo 3.

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