25 Pacifica #6405 (949) 544-1929

Irvine, California 92618 heisedevon@gmail.com

Devon S. Heise
Objective Energetic and highly organized individual seeks a demanding, fast-paced career focused on the
customer experience with Blizzard Entertainment.

• Superior customer service skills with a focus on developing rapport with clients and especially adept
Skills at diffusing tense situations with a genuine and helpful demeanor.
• Skilled in use of all standard office equipment, standard records management processes, multi-line
phone systems, and data entry.
• Solid understanding of computer hardware including installation of components as well as strong
working knowledge of software applications such as Microsoft Word, Excel, Outlook and various
proprietary databases and e-mail systems.

Experience December 2008 – September 2009 Blizzard Entertainment Irvine, CA

Gamemaster - $10.00 per hour
• Assisted players with requests ranging from general questions to more complex issues via the chat
client and email.
• Worked with team members to escalate appropriate player issues.
• Performed various other tasks including researching chat and game logs to resolve player requests.

February 2008 – September 2008 IntegralNet Irvine, CA

Billing Specialist - $12.00 per hour
• Accepted incoming calls from customers seeking information regarding their bill, often handled
difficult situations in a professional and empathetic manner.
• Processed refunds when the necessary criteria had been met.

August 2004 – May 2006 Citizens Bank Asheville, NC

Customer Service Representative - $8 per hour
• Facilitated understanding by looking through accounts step-by-step with customers and
explaining the banking process if any questions arose.
• Directed customers to the correct department to properly handle concerns.
• Trained new agents and assessed quality of work.
• Reviewed individual situations and issued credits to accounts as necessary.
• Assisted customers in understanding the difference between debit and credit transactions.
• Personally contacted merchants to sort out billing issues on behalf of clients.

February 2002 – July 2003 Protocol Sarasota, FL

Call Center Team Lead – Shell Energy (May 2003 – July 2003) -$10.50 per hour
• Accepted escalated calls from customers disputing various issues with their service.
• Assisted junior agents to help provide prompt resolution for customer calls.

Property Management Lead – Shell Energy (May 2002 – March 2003) - $9.50 per hour
• Worked closely with Property managers using Shell Energy via phone, e-mail, and fax to ensure
that tenants received natural gas service.
• Assisted tenants and property managers in resolving any billing issues that would occur.
• Researched to resolve any account errors or customer complaints quickly.

Customer Service Agent – Shell Energy (February 2002 – May 2002) - $8.50 per hour
• Performed credit checks on prospective customers.
• Connected, transferred, and disconnected service.
• Accurately documented any interaction with customers, for quality assurance and accountability
purposes.
References Blizzard Entertainment: Kyle Otsu (949) 955-1380 and Nick Ray (949) 955-1380 ex. 13077.

IntegralNet: Please contact Gary Levin at (949) 351-0313 or via email JavaLevin@aol.com.

Protocol: Please fax your request to Jane in HR. The fax number is (941) 906-9099. My supervisor's
name was Wendy Roper. She is currently with MX Energy (Formerly Shell Energy).

ClientLogic (Citizens Bank): Please call the front desk at (828) 277-4900. The IVR now says Sitel as the
company has merged with ClientLogic. The front desk can direct you to Dominic Jones who was my
supervisor at the time.