nicholas adams

* SUMMARY: * Providing excellent customer service both in-game and through purchasing platforms, assisting with technical issues, and creating public-facing documentation for assistance on all player issues. As well, creating in-game events, moderating public company chat rooms and forums, and occasional video content for the community team. * DESCRIPTION: * Customer issue resolution through live chat and a ticket based system to a user base of 20 million accounts. * Mentoring of remote staff members and junior agents. * Found, logged, and investigated bugs through JIRA. * Writing of FAQ’s for technical, billing, account, and game issues, with general upkeep of past FAQ’s. * Working extensively with internal teams (Production, QA, Platform, Operations, Community) to address a variety of billing, game, web, user concerns and service issues. * Fostering of a healthy game community, including running in game events, moderation and interaction in a public company chat room, moderation of product forums, and public video streaming on the Twitch platform.

* Entering data using off the shelf and proprietary internal systems. * Collaborating with a large team to meet necessary goals. * Possess organizational aptitude in complex decision tree paradigms. * Strong attention to detail and the ability to self-audit, troubleshoot, and provide feedback on the workflow. * Interpretation and protection of highly confidential information. * Tracking of 80,000+ elements for high impact project to bring company into federal compliance.

* Handled private customer data and files. * Assembled, cleaned, and refurbished hardware, and reconfigured for customer purchase. * Worked on a large team to complete goals daily. * Had flexibility to switch project focus constantly.

* Data Entry and database management. * Worked on a large team, mentoring, answering questions and guiding teammates to reach production targets. * Analyzed data and made customer impacting decisions regarding quality control standards. * Learned an independent GIS software to edit navigation map data.

* Loading/Unloading shipments overnight * Providing customer service to morning customers * Maintaining a clean and safe environment for customers * Constantly lifting upwards of 50 lbs.

* Take care of customers needs concerning their pets (medication, pick up/drop off times, special instructions). * Contact customers with any new information concerning their pets or appointments. * Maintain a clean environment for both my team and customer pets. * Use both Office Suite and proprietary software to record customer information accurately.

* Customer service and sales * Fixing minor computer problems * Maintaining work areas * Filing paperwork * Follow-ups with previous customers

* Customer service and sales * Sending/receiving product shipments * Making daily money deposits * Maintaining the store * Fulfilling a leadership role

Attended this college for a period of one year."]