Experience

Bethesda Softworks

• United States
• Computer Games
• 400 - 500 Employee

• Associate Director, Customer Service

  • Jan 2012 - Present

  Managing customer service for all ZeniMax & Bethesda Softworks products and services. Responsible for service delivery, business improvement, performance maximization, strategic development, security & risk management, finances & budgeting, project management, and business procurement. Managing customer service for all ZeniMax & Bethesda Softworks products and services. Responsible for service delivery, business improvement, performance maximization, strategic development, security & risk management, finances & budgeting, project management, and business procurement.



Electronic Arts

• Brazil
• Software Development

• Director, Global Service Operations

  • Jul 1998 - Sep 2011

  Managed worldwide customer service for EA's entire catalog of products and services. Responsible for $10 million operating budget for seven facilities across North America, Europe, and Asia. Directly responsible for strategic development and performance of all department business operations including strategic projects, budgeting of capital expenditures and operating expenses, legal matters, workforce strategy, contracts and business procurement. Managed worldwide customer service for EA's entire catalog of products and services. Responsible for $10 million operating budget for seven facilities across North America, Europe, and Asia. Directly responsible for strategic development and performance of all department business operations including strategic projects, budgeting of capital expenditures and operating expenses, legal matters, workforce strategy, contracts and business procurement.



Origin Systems

• United States
• Legal Services

• Senior Manager, Customer Service

  • Dec 2001 - Apr 2004

  Managed international customer support operations. Directly responsible for outsourcing strategy and vendor management for all gaming products and online services including the Ultima and Wing Commander franchises. Operation spanned 15 support programs and hundreds of outsourced agents. Managed international customer support operations. Directly responsible for outsourcing strategy and vendor management for all gaming products and online services including the Ultima and Wing Commander franchises. Operation spanned 15 support programs and hundreds of outsourced agents.



KESMAI Corporation

• United States
• Entertainment

• Manager, Customer Service

  • May 1995 - Dec 2001

  Managed customer service contact center for all KESMAI products and online services. Responsible for all service delivery, workforce, analytics, staffing, business systems, training, and service automation. Managed customer service contact center for all KESMAI products and online services. Responsible for all service delivery, workforce, analytics, staffing, business systems, training, and service automation.