I am a highly skilled Team Leader with experience supporting multiple live services with over 200 million combined active users. A Customer Support professional with extensive managerial and analytical experience and in-depth knowledge of customer needs and behavior. I have a record of exceptional performance, a customer- and team-focused attitude, history of training and mentoring employees, and the development of effective operating processes.

Lead Analyst - Player Support @ From September 2015 to Present (4 months) Customer Support Analyst, Team Lead, and Acting Development Director @ Lead analyst – Customer Support Department •Created customer service analytics reporting at PopCap from the ground up •Provided live service reporting, workforce planning, and workflow analytics for games serving more than 200 million players •Communicated high-impact bugs and contact drivers to the live service teams via weekly reports •Created and presented quarterly business reviews with team leadership to ensure visibility of high-impact customer issues •Represented Customer Support in all interdepartmental meetings to ensure the customer’s voice was always taken into account and to advocate for the best customer experience with future plans •Utilized CRM tools to create new method of tracking customer issues in order to provide more in-depth, accurate, and timely reporting •Successfully planned support, interviewed and staffed for, and executed the launch of Plants vs. Zombies 2, the largest mobile game launch in company history with 16 million downloads in three days •Built staffing plans and managed workflow to reduce Customer Support response times to meet a 24-hour SLA Acting Development Director – Live Services •Led as Development Director for Bejeweled Blitz during two major releases •Created a new art pipeline to better plan for future developments to meet predetermined commitments •Created and developed the Live Service Playbook, now adopted across the company, as a resource for all future game teams to reference for best practices and proven concepts •Created and delivered multiple presentations to executive leadership and other key team members covering various aspects of the Playbook From March 2012 to August 2015 (3 years 6 months) Customer Support Team Lead @ •As acting supervisor during a leadership transition, successfully led the team to become top performers in the Center •Mentored and coached experienced CSRs, resulting in several promotions among my reports •Partnered with several potential Team Lead candidates, developing skills and providing them opportunities towards promotion •Designed multiple worksheets and job aids to help CSRs improve their stats, many of which were adopted across the company •Encouraged a positive team environment and provided a strong internal support structure From September 2009 to March 2012 (2 years 7 months) Store Manager @ •Promoted to Manager within six months of being hired as Assistant Manager of a store with $1.3 million in annual sales; later transferred to manage a larger store with $1.9 million in annual sales •Led teams of up to 15 employees with a strong focus on customer service and was awarded a perfect 100% customer service record in 2008 •Awarded the Regional MVP award by the Regional Director as the #1 performing store in the district •Created a new payroll-tracking system and was in charge of keeping the district’s payroll under budget •Created a new product-tracking system, now implemented nationwide, which resulted in significant “grab and dash” theft reduction •Participated in annual National Managers’ Conferences and weekly district conference calls for store managers, contributing regularly to district-wide decisions •Created development and training program to help others interested in the management career track •Responsible for hiring, training, coaching, performance development, and terminations •Created successful marketing campaigns and displays From December 2005 to August 2009 (3 years 9 months)

Bachelor of Arts (BA), Drama and Dramatics/Theatre Arts, General @ UC Davis From 2001 to 2006 Alexander Manetas is skilled in: Call Centers, Customer Experience, Video Games, Technical Support, Customer Service, Metrics, Call Center, Entertainment, Customer Satisfaction, OS X, Performance Metrics, Troubleshooting, Quality Assurance, Coaching, Team Leadership, Outlook, Microsoft Office