Oct 2018 – May 2019 · 7 mos

Oct 2018 – May 2019 · 7 mos

• Games worked on: PUBG Mobile and Arena of Valor
• Joined as a Customer Support Manager, and later transitioned to Operations and Esports management.
• Create and send contracts/agreements/NDA for third-party services or tie-ups with other organisations.
• Monitor and keep track of the product roadmap which includes sharing information about any new patch or upcoming updates in the game(s).
• Create and share business review slides with internal teams and headquarters.
• Conducted daily scrums for all the core functions.
• Compile weekly reports for Esports and Community operations Monitor and track services rendered by outsourcing agencies which also includes handling invoices and payment requests.
• Conducted online tournaments which included league-ops as well.
• A part of planning and organising multiple offline Esports tournaments in different cities.

Apr 2016 – Oct 2018 · 2 yrs 6 mos · Greater Hyderabad Area

• Supported more than 30 games during this period from studios across 5+ geographies.
• Lead a 40+ member team working round the clock.
• Implemented a new concierge strategy for high-paying players.
• A part of more than 12 new game launches - setting up CS platforms, tools, and processes.
• Handled the BBB/Ombudsmen and the legal CS complaints in collaboration with the legal counsel(s) and the game teams.
• Worked with multiple third party vendors and outsourcing agencies.

Nov 2014 – Mar 2016 · 1 yr 4 mos · Greater Hyderabad Area

• Game titles supported: Racing Rivals, Kim Kardashian: Hollywood, Cooking Dash, Kendall & Kylie, Deer Hunter 2014, Deer Hunter 2016, Tap Sports Baseball 2014/2015/2016, Tap Sports Football, Dino Hunter: Deadly Shores, Contract Killer: Sniper, Mission Impossible: Rogue Nation, Jason Statham's: Sniper X, Katy Perry: Pop, Frontline Commando & Sequels, Diner Dash, Terminator: Genisys, James Bond: World of Espionage, Eternity Warriors 3, Eternity Warriors 4 & many other Glu Mobile Games!
• Job duties:
• Managing a team of 11 CC representatives including regular monitoring and delegation of daily tasks.
• Performing semi/annual reviews, performance checks etc. to ensure efficient team performance and appraisals.
• Interviewing new candidates for the team based on the requirement.
• Conducting training for the new hires and ensure that they're always mentored by the seniors in the team.
• Answering top-tier escalated tickets.
• Performing analysis of the incoming tickets/emails from the players for every game to ensure the daily/weekly trend is monitored and issues are reported to the game studios directly in case of emergency or sudden spike of emails/tickets.
• Adding FAQs to the website and to the CRM when necessary and when there's a new update.
• Compiling weekly reports for all of our active games based on analysis in terms of weekly in-flow of tickets and common & trending issues for each game worked on.
• Participant in all the CC meetings with studios for every new game launch in terms of addition of FAQs, game tools, and process instructions.
• Closely working with the Director of Customer Care in terms of managing queues and workforce required.
• Co-ordinating with the legal counsel and the Director to assist in resolving legal threats, complaints, and BBB complaints.
• Posting Sticky Threads/Announcements on game forums regarding any critical bugs or updates.
• To be continued: complete list updated in my resume.

Nov 2012 – Nov 2014 · 2 yrs · Bengaluru Area, India

• Team Leader/Senior E-commerce/Technical/Customer Support specialist and Community/Fanpage moderation. Game titles working on: Bingo Bash and Slots Bash.
• Payments Support - Assisting the players with their queries regarding their transactions via various platforms like Google Play Store, Facebook, Paypal and iTunes. Resolving disputed payments for players on Facebook.
• Email support: Answering customer queries on all the platforms for the game i.e., Facebook, Android phones, Android Tablets, iPhone, iPad and Kindle Fire. The queries included in-game queries, technical issues in the game(trouble shooting for browsers/devices), e-commerce disputes/queries(Google Play, Facebook, iTunes and Amazon) and events related queries.
• Community management - Facebook game, no official forums for this one. Interacting with the players on the Official Fanpage of Bingo bash as a moderator; replying their PMs and comments; and posting any new updates about the game.
• Seldom testing new sale events, weekend promotions and new games' updates for web UI on Facebook. (Not hardcore testing)
• Creating JIRAs for the bugs seen/observed by the team and the one's reported by our players and following up on the JIRA IDs with the developers and getting them fixed.

Nov 2011 – Oct 2012 · 11 mos · Bangalore · On-site

• First Source Solutions: which is ranked amongst the top 25 best global outsourcing companies in the world.
• Managed end-to-end customer support for a leading UK TV service provider, achieving a customer satisfaction rate of over 92% through effective query resolution and service.
• Played a key role in transforming customer service strategies, which led to a 20% improvement in chat resolution efficiency and a 15% reduction in repeat customer calls.
• Trained and mentored new customer service representatives, enhancing team performance and operational standards across the board.

Nov 2007 – Nov 2009 · 2 yrs · Bangalore

• Game Mastery - Includes in-game moderation of players including searching and banning Hackers and gold spammers.
• Technical Support/Customer Support/Game Support for two MMORPG Titles - Projects worked on:
• · 9Dragons - Technical assistance provided for customers with the required troubleshooting and also, any in-game queries related to their accounts and inventory. Organizing in-game real time events, selecting the winners and the casual work of a Game master. Support provided via Chat (Liveperson), Email and in-game.
• · 2Moons - Conducting lots of in-game events, marketing events for sales, in-game queries, accounts and inventories based queries including e-commerce. Support provided via Chat (Liveperson), Email and in-game.
• QA testing(not hardcore) - Projects worked on:
• · 9Dragons - Testing the functionality of new patches and new additions, if any bugs found, reporting them to the developers.
• · 2Moons - Testing the functionality of new patches and new additions, if any bugs found, reporting them to the developers.
• Community Expert/Liaison - Projects worked on:
• · 9Dragons - Admin for the official 9Dragons forums; role includes moderating the forums, appointing/interviewing new moderators from the game and posting all the updates about the game as stickies.
• · 2Moons - Admin for the official 2Moons forums; role includes moderating the forums, appointing/interviewing new moderators from the game and posting all the updates about the game as stickies.

May 2007 – Nov 2007 · 6 mos · Bangalore · On-site

• Game Master - Includes in-game moderation and mentorship of players including searching and banning Hackers and gold spammers.
• Project: Knight Online
• Orchestrated in-game events that increased player engagement by over 15%, fostering community growth and improving game retention metrics.
• Provided technical support and game guidance, resulting in a 10% decrease in player complaints due to improved response strategies and problem resolution.

Mar 2005 – Nov 2008 · 3 yrs 8 mos · Bengaluru, Karnataka, India · On-site

• Co-founded and led Team Err0r to become the #1 DOTA 1 team in India, significantly boosting local and national recognition in the esports community.
• Represented India in various international Esports tournaments, achieving top rankings and enhancing the visibility of Indian teams on a global scale.