Analytical role: *Provided actionable insights to senior leadership, offering data-backed recommendations for optimising the live operations, including resource allocation, content costs and performance.*Developed and maintained comprehensive reports tracking operational metrics across all departments, including performance of live events, billing and invoicing alignment, delivery success rate. *Generated ad-hoc reports to support cross-functional teams with timely insights… Show more Analytical role: *Provided actionable insights to senior leadership, offering data-backed recommendations for optimising the live operations, including resource allocation, content costs and performance.*Developed and maintained comprehensive reports tracking operational metrics across all departments, including performance of live events, billing and invoicing alignment, delivery success rate. *Generated ad-hoc reports to support cross-functional teams with timely insights, addressing specific operational needs and business requests.*Utilised data analytics tools to process large volumes of esports-related data, generating insights to improve event management, content delivery, and operational workflows.*Streamlined reporting processes, automating data collection and report generation to improve accuracy and reduce the time spent on manual reporting tasks.*Collaborated with cross-functional teams (e.g., Product, Finance, Partnerships, and Sales) to gather insights from different departments, ensuring that reports reflected a holistic view of the company’s operations.Technical Support role*Led and managed a team of 8 freelancers providing technical support, ensuring timely and accurate resolution of customer issues.*Managed scheduling and shift assignments, ensuring adequate coverage and minimising downtime for technical support.*Collaborated with the product and technical teams to escalate and resolve complex issues, contributing to continuous product improvement.*Developed training materials and guidelines to onboard new team members, improving the overall efficiency and effectiveness of the support team.*Coached and mentored freelancers, fostering a collaborative environment to encourage continuous learning and professional growth.*Optimised workflows by identifying bottlenecks and streamlining processes, leading to a reduction in response and resolution times. Show less

*Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. *Ensure resources are utilized to meet call volume demands; monitor work queues to identify issues and collaborate with Operations*Deliver standard reporting, providing detailed analysis of daily operational performance and facilitate prior day root cause analysis and develop a plan to ensure SLAs are met*Responsible for real time decision making, ensuring service… Show more *Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends. *Ensure resources are utilized to meet call volume demands; monitor work queues to identify issues and collaborate with Operations*Deliver standard reporting, providing detailed analysis of daily operational performance and facilitate prior day root cause analysis and develop a plan to ensure SLAs are met*Responsible for real time decision making, ensuring service level objectives are achieved*Responsible for contingency plans in case of emergency and outages.*Perform real-time schedule maintenance in workforce management software.*Work closely with Operations to improve overall schedule efficiency Show less

*Taking proactive, on the day and real time decisions to balance customer demand types and maximize customer service outcomes*Act as main liaison between relevant business areas regarding service activity to maintain agree service level KPIs*Monitor real time customer channel flows, administration queues and ancillary work flow queues*Authorize direct contact with Agents to maximize service levels and provide feedback to Operations Team Managers*Assess and optimize utilization… Show more *Taking proactive, on the day and real time decisions to balance customer demand types and maximize customer service outcomes*Act as main liaison between relevant business areas regarding service activity to maintain agree service level KPIs*Monitor real time customer channel flows, administration queues and ancillary work flow queues*Authorize direct contact with Agents to maximize service levels and provide feedback to Operations Team Managers*Assess and optimize utilization of agent groups to balance capacity across all skills during periods of high demand*Liaise with IT services where there is impact to telephony provision or systems issues Show less

As a Team Leader, my responsibilities as Account Manager globalized, now being responsible for the entire portfolio of high value users, in addition to new managerial challenges:*Supervising, managing and motivating the team members on a daily basis.*Analyzing and reporting their evolution/progress on short/long term*Creating recurrent reports regarding income, team performance, daily work*Handling department meeting with feedback, ideas about development, procedures, new… Show more As a Team Leader, my responsibilities as Account Manager globalized, now being responsible for the entire portfolio of high value users, in addition to new managerial challenges:*Supervising, managing and motivating the team members on a daily basis.*Analyzing and reporting their evolution/progress on short/long term*Creating recurrent reports regarding income, team performance, daily work*Handling department meeting with feedback, ideas about development, procedures, new projects/tasks*Prioritizing urgent-non urgent tasks*Using Jira platform, creating Jira tickets, using Tableau for reports, internal BO, SNOW, Google sheets, internal reporting platforms, etc.*Maintain constant communication with all departments and optimize knowledge sharing Show less

*Develop sales techniques and retention strategies including in-game events, physical promotions, and social media projects*Coordinating with internal departments to optimize player experience for high priority users.*Process and track data regarding player trends, identifying key issues and opportunities*Built and maintained relationships with key customers.*Used specialized communication software and platforms.*Behavior analysis for high-value segments used in marketing… Show more *Develop sales techniques and retention strategies including in-game events, physical promotions, and social media projects*Coordinating with internal departments to optimize player experience for high priority users.*Process and track data regarding player trends, identifying key issues and opportunities*Built and maintained relationships with key customers.*Used specialized communication software and platforms.*Behavior analysis for high-value segments used in marketing strategies.*Identify, engage, and work with highest priority members of player base Show less

*Being the main point of contact for any and all players inquiries via emails and/or social media;*Resolve queries or reported issues related to the application*Provide both technical and non-technical information related to the application to the clients*Keeping up to date with all aspects of the application, in order to provide the best possible solution to player inquiries