Ellen Garrett Email & Phone Number

Bromyard, Gb

Edinburgh, Scotland, United Kingdom

EVERYWHERE / MINDSEYE - AAA• Participated in company-wide playtests. Supported other teams with troubleshooting technical issues, acting as an internal helpdesk.• Reported bugs and feedback through in-game tools and input data to Jira for the QA and development teams.• Established support policies and practices, assessed potential account and fraud risks in preliminary workflows.• Contributed towards the creation and updating of knowledge base articles within Confluence utilising style guides for consistent formatting .• Evaluated monetisation strategies, industry trends and player sentiment through qualitative research to forecast and identify potential risks.

London Area, United Kingdom

- After being made removed from the project due to project downsizing, I was held retained by management, while looking for a new project placement.- During this time, I assisted with administration, including the updating and maintenance of databases for salaries across roles and regions, globally.- Updating internal company documentation.- Assisting in the development of new reports for company-wide projects.

London, England, United Kingdom

Under NDA - Mobile GAAS• After my previous project was downsized, I was asked to assist another project in a consultant capacity.• Led a team of 4 senior player support agents. Created schedules, assigned tasks and synced weekly to gather feedback and suggestions for workflows.• Directed an investigation of unusual ticket activity, resulting in a 30%+ reduction of incoming tickets.• After analysing tickets, examining trends and evaluating player sentiments, findings were compiled into reports and presented to management during monthly meetings.• The investigation resulted in changes and optimisations to ZenDesk automations and triggers enhancing the player experience during support requests and improving CSAT by 13%.

London, England, United Kingdom

Under NDA - Mobile GAAS• Led 2 teams, totalling 21 player support agents including 6 senior agents.• Created schedules, assigned tasks and hosted fortnightly stand-ups.• Managed team KPIs of comments per hour (CpH), SLA, CSAT and Quality Assurance. Improved performance of individuals, taking them from 40% of the team meeting KPIs, up to 95% meeting all KPIs within a 3-month period.• Conducted fortnightly 1-to-1 meetings to track team health and share team improvements.• Created weekly team performance reports for the client, highlighting key performers and conducted stakeholder management for follow-up questions.• Maintained the project-wide knowledge base through Google Sites. Use of SCRUMs, weekly sprints and regular, monthly feedback reports from users allowed for quick, focused updates.

London, England, United Kingdom

Under NDA - Mobile GAAS• Completed a 6 month internship and offered a Senior position due to excellent performance.• Led a team of 2 agents to create and maintain an internal knowledge base through Agile concepts.• Handled player support tickets on a range of topics, including purchases and billing.• Trained new agents during major project growth scaling from 40 to 300 agents during a 3-month period. I was responsible for training 10-20% of the agents, using Kanban boards to track progress through topics.

Under NDA - Mobile GAAS6 month internship gaining experience in the role of a Player Support Agent.

London, United Kingdom

London, United Kingdom

I edited, produced, scored, starred in and hosted The Penance RPG Podcast alongside my studies for the first year of it's runtime. I took a step back to focus on my dissertation at university and subsequently left the show.My work was from episode 01 to episode 51.

Bachelor'S Degree, Music Production

Extended Diploma, Music Technology, Distinction* Distinction* Distinction