Identified opportunities in player support agents' ticket handling based on project quality guidelines as main task. As the assigned QA data manager, managed and optimized the project's existing QA audit repository (in Google Sheets). Communicated and presented findings of consolidated QA audits data real-time (as requested by TLs/PMs) or weekly (through weekly reports created with Google Slides, presented in weekly QoT meetings).

Delivered accurate and timely resolution to player concern/s via Helpshift as main task, which required thorough player account review using PAM software regarding the concern/s at hand and accordingly identifying appropriate resolution/s to provide as per project knowledge base.As a senior agent in my 1st project, provided support for 4 games, served as SME for 3 and trained new hires from time to time. Was mainly the one in contact with the project stakeholders on behalf of the team. For my 2nd project, provided support for 1 game. Aside from the above-mentioned main task, at times was assigned to do tournament moderation (tasked with identifying cheaters and players with offensive IGN swiftly) and conducted Google/App Store reviews.

Developed a web-based navigation page for the PGOrM capitol under the MIS department as my main task. Provided other IT services such as hardware troubleshooting + maintenance, data entry, photo-editing and software installation as well.