Thomas W. Email & Phone Number

Palo Alto, CA

• Managed escalations both internal and external regarding the Terms of Use
• Interacted directly with players to resolve disputes (player to player; player to MZ)
• Used best judgment to enforce Terms of Use and take action on offending accounts
• Reviewed and recommended Support Policies as related to Terms of Use
• Assisted with the development and implementation of tools and processes used to assist players and resolve issues
• Analyzed data to reduce physical threats to the company and other players

San Francisco Bay Area

• Maintain consistent contact with payment partners (TrialPay, Facebook, PayPal, Boku, Google) to address payment inquiries and concerns
• Support 21 games on 5 platforms (Kabam.com, Google +, Facebook, Android, iOS)
• Handle chargebacks, disputes, and refunds from all payment partners
• Assist game leads with identifying, investigating, and resolving exploits, wide-spread issues, and unauthorized activity regarding payment transactions
• Implement policies and identify opportunities to improve player experience and increase profitability
• Provide insights which lead to improvement in tools and procedures used by the company

- Analyzed and documented data entry processes for the facilities department- Created and processed work orders into database for tracking and auditing purposes- Audited and ensured accurate quantity of over 500 supplies and parts- Assisted with technical support with troubleshooting office equipment and software

- Coordinated online training and development site for Manpower associates onsite at Cisco. - Managed technical and administrative issues regarding content data and user accounts - Generated weekly/monthly reports for management for statistical data purposes- Ensured compliance, data integrity, and enforced company policies and procedures- Dispersed and.

- Executed managerial decisions, practiced loss prevention awareness, and handled customer service related functions- Processed orders for multiple departments, entered merchandise codes in the database for weekly ad promotions- Trained employees in the Photo and Mailing Center departments