Georgie F. Email & Phone Number

England, United Kingdom

United Kingdom

Milford On Sea, England, United Kingdom

Studied level 3 advanced apprenticeship at Bournemouth and Poole College

United Kingdom

Ireland

In the BioWare division of Electronic Arts, I work with a specialist team of advisors at the highest point of escalation. We take care of the most complex investigations and high profile cases, which involves providing the greatest quality of support and case management.I work on all EA titles (e.g. Fifa, Medal of Honor, Deadspace, Need for Speed, Mass Effect, Star Wars: The Old Republic & more). My job involves a great deal of communication internally, as well as with the customers, both on the phone and via email.My team is the flagship support team for the company, and we are the ones that people come to with questions, as our knowledge spans across all EA products and support types. We are setting the AAA standard for the company and are an integral part of identifying problems with current processes and suggesting improvements. My team is the centre of excellence for the company and we're working with the Quality team to find ways to further improve the quality of the support we offer.I am working with my team on our own internal Wiki, where we store internal knowledge, such as solutions for the more difficult issues we encounter, as well as guides for the tools we use. Communication and teamwork is the key aspect of our jobs here and we work hard to ensure that everyone can freely and easily share our knowledge, in order to move forward together.

Galway, Ireland

I work with a team of elite Customer Service Representatives and have seen the release of BioWare's first MMORPG, Star Wars: The Old Republic.During my time here, I have been tasked with providing AAA quality in-game support, as well as phone support for technical and account-related issues.I have vastly developed my knowledge on customer acquisition and retention through providing the highest level of support. My experiences in such a highly acclaimed company have reinforced my beliefs that providing fantastic support which goes above and beyond the customers' expectations is a crucial factor in maintaining a thriving MMORPG.As well as contacting customers and taking a hands-on and personal approach to seeing that every issue is resolved, I have been recommended for projects which aim to continually improve the level of support we offer.It is my belief that quality is the most important factor in customer support, closely followed by the need for a human approach in any situation. BioWare is so successful as a result of these beliefs and it is for this reason that my work is so fulfilling.

Moderate, manage and develop the German Community forums for two games: Forsaken World and Jade DynastyWrite announcements and blog posts in both German and English, alongside translating articles into German for official usePresent the games and communities at press events, games conventions and game launchesMade the Community Team plan for the Closed Beta and release of Forsaken World, also taking a key role in the organization of the Closed Beta itselfDesign, plan and carry out both in game and forum-based Community eventsAid Marketing team to improve brand awareness by establishing connections with German MMORPG sitesManaged the Communities on the largest Social Networking Sites to further increase the games’ exposure and to develop the Community itselfWork with the French Community Manager to ensure that the German and French Communities are coordinatedUnder the name "Lihlu", I helped to boost the community's mood and my distinctive style of writing even earned it the name "Lihlulish"! (as thought up by the Forsaken World community!)

Provided support to the German community of Jade Dynasty, via tickets, emails and in game requestsProduced a complete user guide to train new team members in the use of the CS tools and as a point of reference for the teamGave extensive support to the Community and Marketing team, voluntarily and on demand, by writing articles, announcements and blog posts, as well as devising, evaluating and adjusting community eventsResponsible for organization of the localization and quest knowledgebase for upcoming title Forsaken WorldAssisted QA in testing the German version of Jade Dynasty before and during the Closed Beta stage

Worked from home in the UK as a voluntary forum moderator on the US Jade Dynasty forums. I was initially a player and an active part of the Community, so I was picked for the role by the Community Manager at the time.My main role was to ensure the forum stayed clean, to moderate players and help prevent any violations of the Terms of Service. I also learnt the game inside-out so that I could answer all the players' game-related questions.

Reading, England, United Kingdom

Worked in a high-stress retail environment, selling games, while dealing with customer requests and complaintsAcquired a general knowledge of the games industry by gaining product knowledge on all consoles and formats