Maxime Ulmer Email & Phone Number

Montreal, Qc, Ca

Los Angeles, California, United States

- Serve as the CS/agent product owner for WWE Champions- Deliver actionable insights on CS contacts to cross-functional teams- Coordinate with Quality Assurance and Product teams to identify and resolve game bugs- Review product specifications and roadmaps to anticipate and plan for support needs- Responsible for the self-service efficacy of FAQ content in all assigned products- Monitor CS KPIs and SLAs to quickly identify and drive action on trends- Develop CS processes and procedures for products under your purview- Keep support teams up to date on game content and provide training material as needed- Review performance of support representatives, and provide feedback for improvement- Address ticket escalations as needed

Content Creation:- Twitch Partner status acquired in less than one year. Primarily streams gameplay for WWE Champions, WWE 2K22, AAA game content- Streaming since 2017; over 32,000 engaged and dedicated followers across Twitch, YouTube, Twitter, Facebook, and Instagram. - Over 9 million views and nearly 5,000 videos uploaded to YouTube- Average five 2-hour streams weekly, plus seventy gameplay videos monthly- Official content creator for Scopely’s WWE Champions game - streams one weekly official stream via their Twitch channel; more than twice the followers and views than the other top 6 WWE Champions content creators combinedVideo Production Skills: - Captured and edited game footage using OBS then Adobe Premiere, created thumbnails for videos and social media in Photoshop, used voice filters and other effects for post-production polish

Montreal, Quebec, Canada

- Help clients with technical issues for the following services: Digital Cable TV, IPTV, IP Phone, Cable Internet, Cell phones and more.- Personalized responses for any situation dealing with costumers- Defuse angry customers and settling complaints- Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all products and services to effectively support new and existing customers- Concisely record all issues and resolutions into client relationship software- Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)- Engage in monthly performance review/coaching sessions with Customer Care Supervisor- Created special internal team dealing with escalated issues ranging from complex technical issues to volatile customers or priority clients and management cases.- Handled customer requests to speak with a supervisor. Escalated these calls as necessary to bring the issue to a positive outcome.- Established streamlined technical systems and call reviews, reducing unnecessary technician appointments by over 30% - Dealing with people in a manner which shows sensitivity, tact, and professionalism both internally and externally.

Laval, Quebec, Canada

- Owner of the company- New product developments with suppliers- Manage all orders with suppliers and inventory- Attend live events and conventions- Modify all images in Photoshop, change product descriptions and update products on our website- Take customer orders- Manage wholesalers- Customer service to all clients in person, by phone and by email- Billing, daily and end of year accounting- Package and ship clients’ orders- Help with the creation and organization of a medieval festival in St-Jérôme, Qc

Laval, Quebec, Canada

- Co-Owner of the company- Manage all orders with suppliers and inventory- Attend live events and conventions- Modify all images in Photoshop, change product descriptions and update products on our website- Take customer orders- Manage wholesalers- Customer service to all clients in person, by phone and by email- Billing, daily and end of year accounting- Package and ship clients’ orders

Montreal, Quebec, Canada

- Design a new basic website for client to see available products- Answer customer emails