Mark dela Pena

Background

About Mark dela Pena

I am currently providing daily direction and communication to call center leads with training needs, creating of process and procedures, operational efficiency, Queues are within SLA, and assist in maintaining CSAT, NPS, and first contact resolution. • Responsible for complaint root cause analysis, resolution development, and prevention.• Risk, Fraud Analytic, Compliance and Moderator• Vendor Management with external partner teams such as PayPal, Facebook, Bitpay, Google, etc.• I provide and analyze weekly reports to upper management as it relates to customer escalation trends.• Own relationships between customer service, security, legal, publishing, biz dev, and other crucial parts of the company.• Responsible as a lead with a CS team that handles customer related issues and assist in project managing shop.zynga.com.• CRM Administrator for Salesforce (M-Force)- Responsible for processing admin requests utilizing Zynga's Client Services software infrastructure.• Internal Web Content Management Specialist for Player Advocacy and Service.• I help establish Customer Service Billing support with 3rd party Web and Mobile developers joining our Publishing Platform.3rd Party Developers include the following:Crayon Pixel iWINWyrmbyte Frima Mobscience KonamiRocket Play PhosphorPortalarium AtariMethod Solutions Crash LabRow Sham Bow Fat PebbleJamRT Digital Legends50 Cubes InisSava Transmedia KingnetDouble Jump Making FunPlaydemic Playnery Kaboom Social RebellionEurptive Games GamingoZindagi Games