Steven Dickson

Customer Service Champion

Blizzard Entertainment

Austin, TX

04.2009 - 01.2024

Provided regular reporting and feedback to the business on customer-impacting issues.
Would investigate reports of possible self harm, find the correct authorities for the players area, and ensure wellness check was submitted
Provided support to the Customer Service team on a global scale.
Maintained expert-level knowledge in key areas of CS operations.
Partnered with Customer Service leaders to drive and implement support strategies for various
existing and future products.
Regularly handled complex customer contacts in all contact channels within the business.
Served as Point of Contact for department feedback and internal issues, enhancing the
relationship with CS and other teams within Blizzard.
Compiled front-line data for workflow and service improvement for the CS Organization and
other areas of the business as needed.
Handled multiple channels of support and multiple requests concurrently.
Would coach and mentor others who may need assistance or guidance
Provided feedback and analytics to external vendors.
Identified opportunities and provided recommendations to improve processes, tools, culture,
and business impact.
Provided billing, account, and game support through multiple contact channels.
Consistently exceeded metrics for productivity, customer satisfaction, and first contact resolution through email, live chat, and phone callbacks
Took ownership of unresolved issues by facilitating escalations and following-up with customers.
Volunteered for special projects aimed at rapidly reducing queues during periods of high contact volumes.
Investigated, recovered, and provided restorations for compromised accounts.
Adapted to constant changes in product features, policies, and support tools with a positive attitude.
Evaluated and authorized policy exceptions.
Strong organizational skills and meticulous approach to problem-solving