Jamie Manzanalez
About Jamie Manzanalez
Jamie Manzanalez serves as the Head of Customer Experience at PlayVS, where he has developed customer service programs and implemented strategies that enhance customer satisfaction. With a background in computer and information sciences, he has over 15 years of experience in customer service roles, including significant positions at Blizzard Entertainment and Dell Computers.
Work at PlayVS
Jamie Manzanalez serves as the Head of Customer Experience at PlayVS, a position held since 2021. In this role, Jamie focuses on developing customer service-oriented programs that enhance the overall customer experience. This includes the creation of video learning resources and the establishment of key performance indicators aimed at fostering a customer-focused culture within the organization.
Previous Experience at Blizzard Entertainment
Prior to joining PlayVS, Jamie worked at Blizzard Entertainment for 11 years, from 2010 to 2021, as a Team Manager in Customer Service. During this tenure, Jamie implemented a customer experience strategy that significantly improved customer satisfaction ratings and retention rates across multiple states. This experience contributed to a deep understanding of customer service dynamics in the gaming industry.
Background in Customer Support at Dell
Jamie began their career in customer support at Dell Computers, where they worked as a Level 2 Support Supervisor for New Products Major Accounts from 1996 to 2001. This role involved overseeing support operations and ensuring high-quality service delivery to major accounts, laying the groundwork for a robust career in customer experience management.
Education and Expertise
Jamie earned a Bachelor of Applied Science (B.A.Sc.) in Computer and Information Sciences and Support Services from Colorado Technical University, studying from 2007 to 2010. This educational background provides a solid foundation in technology and information systems, which complements Jamie's extensive experience in customer service and support.
Achievements in Customer Experience
Throughout their career, Jamie has developed and implemented various customer service initiatives. Notably, Jamie restructured and facilitated a scholarship award program that successfully awarded over $1,000,000 in college scholarships and cash prizes. Additionally, Jamie instituted cross-functional programs to leverage customer feedback for identifying pain points and enhancing product quality for both internal and external customers.