Todd Cash Email Address

Director Player Support Operations

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Customer Support isn’t just about call centers and traditional support models measuring volume and average handle times. In today’s evolving market we should be identifying support options that fit the lifestyle of our customer, and allow them to quickly access self-service options, receive support through mobile, web, social media channels, community, and live support. Customer Support is about satisfying the needs of our customers, building a lifelong relationship with them, and providing seamless integration through different support channels that fit within the customer value proposition and how we deliver those benefits. Core Competencies: • Results proven customer and operations management spanning 19 years of diverse business enterprises ranging from start-ups to multi-billion dollar ventures. • Established record of personnel development, training, and leadership which directly impacts business operations. • Decisive operations leader with core analytical, organizational, team building, strategic and tactical implementation skills. • Proven leader in the development and management of customer support operations, including BPO management, RFP Process, Procurement, Contact Center Operations, Work Force Management oversight, On-Site Global Development and Management, Community Operations, and Quality Assurance. • Capacity Planning, Forecasting, P&L Analysis, and Budget Administration • Project Lifecycle, Facilities, Purchasing, and Compliance Management