Daryll S. Email & Phone Number

As an ID@Xbox Community Manager, I connect independent game developers with the Xbox community to ensure their games get the attention they deserve.By working closely with indie developers, I help showcase their games, provide them a platform to shine, and guide them through the Xbox ecosystem.I continuously gather feedback from the community and act on it to foster a thriving environment for both developers and players. This ensures that developers feel supported and players enjoy top-quality gaming experiences.I also lead initiatives to boost developer visibility, from community-driven content and social media campaigns to strategic partnerships within the industry.My mission is to create an engaged, supportive space where developers thrive, players discover amazing new games, and the gaming industry evolves in exciting ways.

As a Community Manager for Valorant (UK&I), I played a vital role in nurturing and expanding the player community by:• Acting as a liaison between players and stakeholders, delivering comprehensive reports on community feedback, issues, and trends to address their needs effectively.• Cultivating a welcoming and inclusive atmosphere by moderating and overseeing user generated content across community channels and actively engaging with players.• Creating compelling content such as guides, videos and FAQs etc to enrich the player experience and drive engagement on the Valorant website and community platforms.• Collaborating with internal teams to design and implement innovative community engagement initiatives.• Monitoring and analysing community content and event performance to continually enhance and evolve community growth strategies.• Delivering timely updates on game changes and maintenance schedules to keep players informed and engaged.• Building and maintaining positive relationships with community partners (such as fan sites).• Facilitating direct communication with players to encourage dialogue and interaction.• Organising various events, including studio visits, pro player workshops and discussions with key stakeholders to foster community involvement and connection.

As a Junior Community Manager for Valorant, I facilitated player interaction via various social media platforms to enhance the game through their feedback. Responsibilities included:• Advocating for players perspectives in internal discussions with production teams to ensure their representation and active involvement in decision making processes.• Engaging players individually to foster discussions and community growth across platforms like Facebook, Twitter, Discord, Instagram, and Reddit.• Creating and disseminating community content to inform and entertain our player base.• Producing and distributing updates on game changes, upcoming features, fixes, and development plans.• Compiling regular reports summarising community feedback, suggestions, and issues, highlighting key recommendations for both the community and development team.• Collaborating with influencers to amplify community engagement.• Researching and staying updated on social media trends, tools, platforms and competitors.• Analysing the performance of social media campaigns through available platform metrics and data.

As a Player Experience Specialist for Valorant, I played a pivotal role in aligning Communication, Player Support and Player Experience efforts. Collaborating closely with studio development teams and global cross functional groups, I ensured a cohesive and superior player experience both within and beyond the game.Key responsibilities included:• Cultivating relationships with fan websites to strengthen Riot Games connection with it’s core community.• Serving as a primary point of contact for community members to address concerns and provide suggestions.• Strategising and recommending in-game activities to foster community engagement.• Coordinating and curating content across multiple platforms (Website, YouTube, Twitter, Forums, and in-game) in collaboration with marketing and development teams.• Facilitating community feedback collection and effectively communicating insights to the game development team.• Collaborating with the Customer Experience team to support customer service initiatives.• Partnering with the Player Support team to address cheating and toxic behaviours, while proactively identifying and resolving potential issues to enhance community satisfaction.• Contributing to the creation and execution of key social media, community, and customer experience initiatives.• Conducting surveys, research, and community feedback analysis to address significant player experience issues.• Establishing and nurturing enduring relationships with influential figures across various online platforms.• Upholding a positive community reputation.

As a Player Behavior Specialist for League of Legends, my responsibilities included:• Ensuring a positive player support experience by promptly and professionally addressing player inquiries through a ticket based system.• Collaborating with the Tribunal and Special Projects teams to gather data on player toxicity / behaviour, leading to targeted player bans and support process enhancements.• Liaising with development teams to communicate the impact of development decisions on Player Support and Player Experience.• Identifying and reporting trending bugs/issues to the appropriate departments for resolution.• Investigating Tribunal related issues and updating the Player Support knowledge base to enhance self help support options.• Investigating and resolving suspension related issues, enforcing TOS/EULA violations, and removing players from the game when necessary.

As a Player Support Specialist, I focused on enhancing the player experience for European League of Legends players through online support and social media interaction. I also devised innovative strategies to foster positivity and elevate the gaming experience for European players.Key duties included:• Providing timely and professional responses to player inquiries via a ticket based CRM system.• Collaborating closely with departments such as Tech, Billing and Player Behaviour to address player concerns comprehensively.• Ensuring an exceptional player experience by addressing all inquiries related to League of Legends promptly and effectively.• Prioritising player tickets and ensuring resolution of each issue with utmost attention and care.• Assisting players with account related issues, including account recoveries, payments, refunds and technical challenges.• Offering guidance on gameplay inquiries and troubleshooting gameplay issues effectively.• Monitoring ticket influx during high volume periods to maintain optimal response times.• Documenting and investigating in game bugs for timely resolution by the game development team.• Maintaining and updating the FAQ and knowledge base sections to empower players with helpful resources.• Cultivating enduring relationships and fostering trust with customer accounts through transparent and interactive communication.

MainStage Games was acquired by UMG Gaming in January 2014. This resulted in MainStage Games being renamed to UMG Online. I held the same responsibilities as I did before the acquisition.

I was recruited by Chris (former CEO of UMG Events in the future) to spearhead MainStage Games expansion into the European market, specifically focusing on organising Call of Duty tournaments.In this role, I played a vital role in leading our efforts to establish a strong presence in Europe and broaden our business horizons. My responsibilities included:• Overseeing all aspects of European competitions, ensuring smooth operation and adherence to company standards.• Serving as the primary point of contact for players, addressing their inquiries and concerns promptly and professionally.• Taking the lead in investigating and resolving claims related to cheating, including hacking, DDosing, and fraudulent proof.• Facilitating communication between frontline staff and upper management, ensuring alignment and effective decision making.• Managing support tickets across all MainStage Games platforms, including dispute cases, prize claims, and player reports.• Strategically recruiting and onboarding European support specialists to enhance our team’s capabilities.• Providing comprehensive training and guidance to new team members, ensuring seamless integration and adherence to company protocols.• Directing and supervising a dynamic team of 10-20 European staff, ensuring the smooth operation of wager and tournament matches.• Building strong relationships with players to foster a positive gaming environment and facilitate seamless match coordination.

During my tenure at European Gaming League (now known as Esports Gaming League), Europe’s foremost gaming event provider for both online and offline tournaments across a multitude of titles, including the prestigious Call of Duty franchise, I excelled in the following capacities:• Spearheaded comprehensive advertising campaigns for online tournaments, driving unprecedented engagement and participation levels.• Expertly handled a wide array of player inquiries, ensuring seamless communication and fostering a positive player experience.• Elevated player satisfaction to unparalleled heights by implementing innovative strategies and consistently delivering exceptional service standards.• Provided unwavering player support through various channels, including real time Live Support and meticulous ticket management, swiftly resolving any issues encountered during tournament gameplay.• Exercised meticulous oversight as a match referee, meticulously ensuring the integrity and smooth execution of online matches, thereby upholding the league’s reputation for fair play and professionalism.

360icons was an event tournament website for Call of Duty owned by eGoTheIcoN. Responsibilities were the same as all other tournament organisers.

At Gamerbase, a renowned pay-to-play gaming venue nestled within HMV Retail stores, I orchestrated a seamless fusion of exceptional service and immersive gaming experiences. My multifaceted responsibilities included:• Strategically promoting Gamerbase services through targeted advertising campaigns, resulting in heightened brand visibility and increased foot traffic.• Exemplary customer service provision, encompassing personalized greetings, efficient booking management, streamlined till transactions and adept handling of general inquiries, ensuring unparalleled customer satisfaction.• Meticulous coordination of gaming events and tournaments, from inception to execution, ensuring flawless logistics and unforgettable experiences for participants.• Responsive handling of inquiries via various channels, including emails, phone calls, and in-person interactions, demonstrating exceptional communication skills and a customer centric approach.• Proficient event and tournament management, meticulously overseeing every detail to guarantee smooth operations and memorable gaming moments.• Technical expertise in game installation and maintenance, ensuring optimal performance and maximum enjoyment for gamers.• Diligent management of social media accounts, fostering engagement and community building initiatives to enhance brand loyalty.• Proactive server maintenance to ensure uninterrupted gameplay experiences, minimizing downtime and optimizing performance.• Reliable provision of technical support, swiftly resolving issues and troubleshooting challenges to uphold the venue’s reputation for excellence.• Dedicated website maintenance, including forum moderation, timely news updates and interactive engagement with users, enhancing the online community experience.