Erick Olson Email & Phone Number

San Francisco Bay Area

Collaborating with global business partners both technical and non-technical, to design and launch new products and improve existing.Define and drive a product roadmap, prioritized by the value it can bring to the business and our players.Breaking down requirements from stakeholders into tangible, consumable Epics and User Stories.Prioritization of new.

San Francisco Bay Area

Managed a small global team of individuals to execute on operational and strategic goals focused around our channel offerings for PlayStation customers. This included operational plans for migrating call center volumes from Telephony & E-mail, to more targeted digital channels including Live Chat, Social Media, and Live Messengers.Initiated and executed.

San Francisco Bay Area

Define, execute, measure, and optimize social media operational programs and tactics to support overall business goals and priorities within Consumer Services.Manage day-to-day social media activities, such as updating an editorial calendar across multiple social media accounts, monitoring forum activity, and escalating issues internally as needed..

Los Angeles, CA

• As the Special Projects Lead, I delivered on the more experimental projects focused around customer support communications, events, marketing, & brand. Led a team designed with the focus to deliver innovative customer.
• Led design of project from iterative stage to full-fledged production
• Collaborated with multiple teams ranging from art, creative, design, esports, and others for creation of content necessary for player deliverables.
• Developed and executed training for 3rd party vendors to scale project to full production; established brand style guide to preserve projects quality as scaled.
• 1 of 5 speakers selected from entire company (2000+) to represent advocacy of player focus.
• Assisted in creation of alternative support methods through use of social media platforms such as Twitter, Reddit, and Twitch.Designed and operated multiple off-site experiences for both Player Support and other Riot.

Santa Monica, California

• As a Player Support Lead, I prepared and projected futures needs for an unreleased product.
• Embedded directly with development team working to provide player-focused insight.
• Designed Support structure necessary to support an unreleased product.
• Collaborated on hiring plan and individual needs across other support disciplines
• Partnered with engineering team to the creation of future support tool needs.
• Actively tracked possible player issues and collaborated with teams to resolution.

Santa Monica, California

• As a Player Behavior Specialist, I interfaced with toxic players and guided them to reform their behavior. Created policies to remove toxic players from League of Legends, aimed at providing an overall better player.
• Provided support to players in a timely and professional manner through our ticket-based support system.
• Collaborated with internal development teams to gather information regarding player toxicity and other detrimental behavior.
• Created internal reporting process for Rioters with coaching on how to deal with toxic players in game, as well as report egregious offenders post-match.
• Among top team performer in CSAT (Customer Satisfaction)

Tustin, CA

• As a Senior Game Advisor, I managed daily retail store needs including customer service, scheduling, merchandising, and marketing.
• Provided in-person support through assisting customers via a PoS system.
• Assisted in marketing techniques for individual store displays.
• Sole planner and person in charge of managing midnight launch events and store tournaments.
• Supervised other store employees and trained them in sales techniques.
• Consistent top store performer in Subscription and Preorder sales.