Ève Pioche Email & Phone Number

Bordeaux, France

- Lead, coach, train and counsel on-site & outsourced teams of customer support agents to provide exceptional customer support for Asobo Studio and Microsoft Flight Simulator communities.- Create and manage the Zendesk knowledge base for the Asobo and Microsoft Flight Simulator brands- Work hand-in-hand with community & marketing, QA, production and development teams at Asobo Studio (Bordeaux) and Microsoft (Seattle) to ensure the growth of Microsoft Flight Simulator as a game and a brand.- Assist with/handle escalated customer service issues.

Welwyn Garden City

- Conducted a deep analysis of the digital presence of the brands‘Numskull’ (gaming merchandise) and ‘Yellow Bulldog’ (e-commercewebsite) and their top competitors.- Developed digital strategy for both Numskull and Yellow Bulldog withobjective to increase the number of followers and customers.- Managed Numskull and Yellow Bulldog’s social media channels(Facebook, Twitter, Instagram and Pinterest)- Created and managed content calendars (Daily social messaging,promotion push, competitions and creation of photo and videos assets.)- Recruited influencers in order to raise brand awareness.

• Providing community and digital support to some of ModSquad’s top clients.• Managing ModSquad’s own social media accounts with the objective of increasing brand recognition and awareness.• Working tightly with ModSquad’steams to provide the best service and quality experience for companies and their communities. • Digital strategy.

Galway

• Managing multiple French and English speaking communities with various profiles on the Answer HQ platform (Mobile games, FPS, RPG…)• Recruiting and liaising with a team of super users known as “Heroes” to ensure their experience on the platform is optimal and satisfactory.• Escalating emerging issues to Live Services and Customer Support. • Reporting on community health to relevant stakeholders, liaising with Support services and Studios to ensure seamless communication between the company and the players.The Social and Community team was declared Winner for Best Use of Social Media at the CCMA 2016 (Customer Contact & Shared Services Awards)

Galway

• Assisting customers, monitoring and driving conversations around The Elder Scrolls Online: Tamriel Unlimited on a large range of social media channels.• Collecting and analyzing feedback and community sentiment from social channels, official forums and around the web.• Reporting relevant feedback to heads of studio, producers, community managers and CS managers by providing daily handovers, weekly social reports and weekly forum reports. Escalating emerging issues.• In coordination with the Community manager, creating engagement strategies to increase Social Reach by creating interesting content that is relevant to fans. Monitoring results and proposing advice for future engagement.• Engaging and assisting players on the official forums by responding to their feedback and questions. Liaising with a team of outsourced moderators to ensure basic moderation is consistent. Dealing with complex moderation actions and issuing suspensions and bans.• Attending daily bug triage meetings with game producers. Making sure information on bugs and issues are communicated to the team and relevant stakeholders.• Liaising with the marketing team about upcoming promotion campaigns that may impact the community on social channels.• Working on projects assigned by leadership. Project management.

Galway

• Developed and managed English speaking communities with various profiles on the Answer HQ platform (Casual gaming. FPS, RPG…)• Collecting and reporting community sentiment. Writing a daily internal blog post about an interesting topic to inform EA executives of on-going issues or to relay positive player experience or news.• Participated in the creation and development of the Hero Program, a community project where outstanding community members are given special powers and rewards on the Answer HQ platform. Assisting “Heroes” when necessary.• Engaging and educating players about expected behaviour on the official Battlefield 3 forum. Moderating content, issuing warnings and bans, liaising with team of volunteer moderators.

Galway

• Providing assistance to the Star Wars: The Old Republic customers on the official forums. • Escalating issues to the management and development teams through handovers and escalation paths.• Created and localized customer facing content such as FAQs, forum stickies and official announcements.

Région De Paris, France

• Team leader of 8 agents. Ensuring productivity and quality objectives were met and exceeded. Mentoring agents.• Helping the Head of Back-Office with the management duties of 35 agents. • Project management. Liaising with in-house development teams to provide insights on CS tools in need of upgrades and changes.• Creating, editing and improving CS procedures, training documents and customer facing FAQs. Training new agents on best practices.

Région De Paris, France

Writing articles about Japanese animation and manga.