As a Team Lead in the Player Support department at Riot Games, my role is centered around overseeing operational activities that directly impact our players' experience. Our primary goal is to ensure the satisfaction of our player community by diligently addressing their requirements and resolving any incidents they encounter.Key responsibilities in my role include:*Data Analysis: Extracting and analyzing player data to inform support strategies.*Agent Performance: Tracking and coaching support agents to meet metrics and player needs.*Incident Management: Identifying, categorizing, and resolving player incidents.*Process Improvement: Developing tools, processes, and protocols for operational standardization.*Client Alignment: Aligning support strategies with client needs for exceptional service.In summary, my role as a Team Lead in Player Support at Riot Games is dynamic and multifaceted. It involves a blend of data analysis, performance management, incident resolution, process improvement, and client relationship management to maintain the high standards of support that Riot Games is known for.

Application of training and on-boarding sessions for work teams in LATAM, Europe and India Coordinator of teams Coordinator of engagement activities Application of strategies in Zendesk Creation of documentation Quality monitoring Feedback methodology and search for areas of opportunity

In my role as a Senior Player Support Specialist at Riot Games in the Player Support department, I focus on:*Strategic Role Creation: Identifying and establishing strategic roles to meet evolving player and industry needs.*Quality Process Oversight: Ensuring that our processes consistently meet high-quality standards.*Incident and Requirement Allocation Strategies: Developing strategies for efficient incident and requirement allocation to enhance player experiences.*Large-Scale Integration Coordination: Leading and coordinating large-scale integration activities for seamless collaboration across teams.*Performance Evaluation: Tracking and evaluating support agents' performance, offering guidance and feedback.*Team Coordination: Coordinating and managing teams to achieve common objectives effectively.In this role, I contribute to shaping the future of player support, ensuring excellence in service delivery, and optimizing team performance.

As a Player Support Proficient at Riot Games, I am a versatile specialist with a strong focus on:*Multibrand Expertise: Excelling in providing tailored support across diverse gaming brands and disciplines.*Quality and Operations: Dedication to maintaining top-notch support quality and optimizing operational processes.*Integration Activities: Active participation in fostering seamless collaboration and coordination among teams.*Emergency Team Coordination: Leadership in swiftly and effectively addressing critical situations.In this role, I ensure exceptional player support by combining multibrand proficiency, commitment to quality, active participation in integration efforts, and the ability to lead during emergencies.