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Achievements:* Created a Process Manual for the Inboxing department* Created an Online Roundup list of Recent Updates * Initiated a Process revamp for Negative Customer Outcomes* Technical Training Delivery Assistant * Email Writing Training DeliveryMain Responsibilities: * Establish a working relationship with clients regarding the project.* Providing feedback for teammates with areas needing improvement.* Manage projects in order to meet deadlines and expectations.* Communicate project details and updates to departments involved.* Address client’s missed expectations.* Determine collaboration for future projects.* Consistent notation regarding project’s current status.* Using feedback in order to assess the end of a project.

* Interviewed applicants based on initial criteria and work behavior. * Redesigned the Communications module to include other soft skills and incorporated them into the 1-week session.* Facilitated pre-deployment and refresher trainings. * Oversaw trainees during their transition from the training environment towards live production environment.* Reviewed email conversations to determine training needs.* Developed Basic and Advanced Email writing courses to improve resolution delivery.* Managed teams in operations when immediate superiors were unavailable for active Team Lead duties.* Developed a leadership course to transition specialists towards leadership roles.

* Improve certain processes/email responses that could be done better and provide a more fluid experience for players* Attention to detail regarding player concerns and vital account information* Providing player support in terms of content on sale, technical hardware/software compatibility issues and feedback on overall gaming experience* Sort out unusually common issues that a good number of players experience and look into a temporary workaround until a process has been set* Investigate account history and behavior* Providing contextual game updates