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• Performed risk assessments based on submitted information to determine the immediate threat level• Responded to BBB submissions directly from the BBB site and answered the players concerns

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• Deliver excellent service and support to build customers' satisfaction and continued loyalty• Provide effective and timely resolution to a range of online players' inquiries and issues/problems • Demonstrate best judgment in the disbursement of adjustments and credits• Process 45 - 60+ player cases daily using RightNow CRM and SalesForce• Handle escalated issues/problems of elite online customers• Research solutions to issues related to all Kabam games

- 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 maintained a written record of verification of employment letters- Supported the HR staffing team with distribution of new hire packets and employee separation agreements

- 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