I was responsible for Riot's web portal performance and its strategic alignment to the North American Player Support mission. My primary focus was support cost reduction, which meant I was working on improving player facing self-help content and features. As a result of my work Riot’s support site helped out as much as 40% of incoming players that would have otherwise submitted tickets and live chats, which saved as much as $200k/year in estimated support costs.I was also tasked with correlating large volumes of data to establish cost-per-issue reports and their overall impact on player experience, which I provided to regional and central leadership. These reports helped validate theories about Riot's maturing audience and services, and I used them to build trust between regional and central teams.

My core responsibility was to provide relevant and publicly available self help content to League of Legends players and monitor its effectiveness. A big part of my role was to regularly build alignment with central and other regional teams, as the support site was a global entity. During my tenure in this role I created a ticker for Riot’s support site that allowed player support to promote critical self help content on the main page, which resulted in at least 20% contact deflection during major incidents.

I was responsible for leading a team of multi-language support professionals and oversaw Riot's expansion into two new territories - Greece and Russia. During my tenure in this role I have set up an outsourcing Zendesk framework, processes, training and guidelines for Russian Player Support, which laid the foundation for the structure they use today.

I was responsible for managing a call center team of Russian speakers to provide timely support service to Microsoft's Xbox Live customers.

I was a senior Russian localization specialist for the studio. I worked on AAA titles such as Tekken 6, God of War and Heavy Rain among many others.