Kyle Riseling Email & Phone Number

As the Manager of Product Management over the Games Portfolio within Player Support, my team owns Player Support as a Product for all of Riot Games. We own player engagement with Player Support, the policies that are created for Player Support Agents, the tools to reduce player pain, and to increase agent effeciency and the relationships with each game development team at Riot.

Santa Monica, California, United States

Accountable for the Player Experience for all interactions with Riot Games for the game League of Legends Wild RiftManaged a mixed team of developers to build all player facing articles, behavior management tools, player support tools and integrations with the game client and servers for the game League of Legends Wild RiftWorked with partners from game teams and central services to ensure that all stakeholders had a voice in the player experience when interacting with player supportPrioritized backlog and managed relationship with third party developer to create backend integrations with game client and game server for player support toolsCoordinated the onboarding of regional support organizations for the roll out of Wild Rift across the globe

Austin, Texas Area

*Managed the ongoing improvement and maintenance of multiple homegrown and Salesforce Customer Relationship Management (CRM) software packages, in use by over 2,000 advisors worldwide *Took requirements from stakeholders and converted them into User Stories, Epics and Business Requirement Documentation (BRDS)*Worked with partners from game teams and central services to update CRM software packages to benefit advisors and players*Ran multi-year project to implement New Salesforce Lightning CRM*Run monthly cross department planning and prioritization meetings to determine feature priority*Reviewed all new product launches for potential contact driving issues and provided recommendations to reduce the impact on the player*Provided quantitative insights around top driving issues by creating SQL queries and reporting in a MySQL environment*Worked with multiple EA studios to document top contact driving issues and to provide recommendations to improve the overall player experience. Drove an average annual cost avoidance totaling an excess of 12 million US dollars.*Served as the project manager and as a subject matter expert on a program to baseline the complete end to end problem workflow *Worked with technology teams to design and implement new tools that supported studio fraud teams, customer experience teams and player self service*Architected a homegrown CRM software solution used by over 1000 agents worldwide*Designed the first CS Policies and Procedures for Star Wars: The Old Republic*Managed the Process Improvement and Efficiency Team which was responsible for the reduction of cost by driving agent efficiency*Worked with game designers and production teams to make sure that new game features did not cause an increased spend for customer service*Managed the relationship between Bioware studios and the Customer Experience groups

*Managed a tools team responsible for building advisor and personnel management tools*Oversaw the design and sustenance of multiple tools including the creation of two CRMs used by over 1,000 advisors worldwide*Motivated and lead a team of 30-120 multi-tiered agents and floor supervisors with the purpose of providing the best customer service in the industry*Proven ability to think ahead and evaluate effective tactics for long-term queue management*Led a team in the creation and maintenance of the Game Master Operational Policies and Procedures*Managed the creation and implementation of numerous groups within the support department, designed to facilitate more efficient customer support*Managed the creation and implementation of the Internal Knowledge Base Project which eventually matured into the current Customer Support Wiki*Worked with key members of Quality Control in order to define guidelines for the quality of In-Game Support*Served as the Point of Contact for a department of 600+ employees, making decisions on resource/queue management and the strategies necessary in order to manage incoming volume*While Point of Contact, helped create and refine workflows and queue management techniques still in effect today*Created effective battle plans for handling spikes in work and to resolve ongoing trends*Created and led a team of Technical Specialists with the goal of fostering communication between departments