Damian B. Email & Phone Number

London, England, United Kingdom

Responsible for the overall vision, strategy & coordinated delivery of EMEA multi-channel, multi-discipline customer support at Square Enix across AAA games, live service titles, Mobile and Store.- Oversee operations, productivity & development of core CS teams. - Monitor industry trends and identify technologies & initiatives to further enhance customer experience.- Analyse data to highlight core service needs & identify development areas- Oversee implementation & onboarding of multiple CRM tools from in-house developed products to industry leading service platforms.- Mentor and lead key CS management group as part of continual departmental growth- Continually iterate processes to aid seamless addition of new products and services into support portfolio.

London, England, United Kingdom

Responsible for day to day Customer Support management and leadership, supporting all products across boxed, digital, mobile & web. Oversee adherence to service levels, capacity planning and team management. Responsible for building and maintaining relationships with outsourced support partners, game teams and key stakeholders across the business, while maintaining an excellent customer service experience.

Responsible for maintaining and running of Square Enix Europe's multilingual customer service experience across multiple disciplines and teams:- Call centre team providing live phone, chat and email support for all Square Enix console, PC & mobile games and Store.- Game Master team providing 24/7, year round in-game MMORPG support- Operations Support team responsible for maintaining support websites, tools, Knowledge Bases and being CS communication hub on support issues, incidents, policies & procedures.- Coordination with key stakeholders, global and in-house support and operational teams- Development and management of 20+ personnel across all multiple CS teams- Daily monitoring of service levels, identifying areas for improvement or action.- Monitor agent operational activity & coach as necessary based on KPIs- Agent quality monitoring- Assess & maintain CSAT scores- Internal and external knowledge base management- Establish strong relationships between CS & key stakeholders to drive awareness & resolution of customer key pain points, assist in maintaining SLAs and to ensure voice of the customer is heard across the business.

• Complete game play-through and language testing to meet regular submission deadlines.• Regular progress reporting to and liaison with development.• Multi-language game manual and readme proof reading.• Test team management and task assignment.

• Organisation and Management of the Quality Assurance Department.• Management and Development of four members of staff.• Liaising with Senior Quality Assurance Leads and Product Managers throughout Europe.• Lead testing of products including bug identification, reporting and logging.• Enhancing existing communication with Product Managers to ensure both parties have a clear understanding of each team’s procedures and pressures.• Implementing new bug reporting procedures to clarify and ease the localisation process.• Organising and Managing work within tight timescales, meeting deadlines, implementing processes to ensure thorough work is undertaken whilst encouraging the team to pay close attention to detail, so reducing technical support queries.

Bachelor Of Arts (B.A.), German Studies

BA German

Education record

• GCE ‘A’ Levels - English Literature - French - German - General Studies • 10 GCSE’s