Matthew Eustace Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

Sydney, Australia

Sydney, Australia

By establishing a prominent presence from 2008 contributing to a number of associated online communities, Fantasy Flight Games invited me to join their play-testing initiative where my responsibilities were assessment of draft material plus managing my team and report writing within deadlines. Subsequently I was offered the role of proof-reader on upcoming publications and was then invited to provide insights into what direction some of their publications should take.Achievements:In… Show more By establishing a prominent presence from 2008 contributing to a number of associated online communities, Fantasy Flight Games invited me to join their play-testing initiative where my responsibilities were assessment of draft material plus managing my team and report writing within deadlines. Subsequently I was offered the role of proof-reader on upcoming publications and was then invited to provide insights into what direction some of their publications should take.Achievements:In 2012 I accepted an invitation to join their specialist freelance creative writing team where I have co-authored ten (10) books across several product lines, including the major releases for new role playing system.Books worked on:Deathwatch: Mark of the Xenos (Proof-reader/Product Development).Deathwatch: The Achilus Assault (Proof-reader).Rogue Trader: Fallen Suns (Proof-reader)Dark Heresy: Church of the Damned (Contributing Author)Only War: Core Rulebook (Co-Author)Black Crusade: Tome of Fate (Co-Author)Dark Heresy: The Lathe Worlds (Co-Author)Dark Heresy: The Lathe Worlds – The Lost Dataslate (Author)Rogue Trader: The Koronus Bestiary (Proof-Reader/Product Development)Black Crusade: Tome of Blood (Co-Author)Black Crusade: Tome of Excess (Co-Author)Only War: Hammer of the Emperor (Co-Author)Only War: Enemies of the Imperium (Proof-Reader/Product Development)Only War: Shield of Humanity (Co-Author)Black Crusade: Tome of Decay (Co-Author) Show less

Individual responsibility for the hands-on management, rostering and all reporting for the specialist ‘Operator Services’ call centre.Advanced use of IEX Workforce Management Software tools in addition to sophisticated Excel management reporting and analysis systems.Rostering multiple international business groups of up to 500 staff based in various sites and time zones across Australia, India and the Philippines.Workforce occupancy & productivity statistical reporting and… Show more Individual responsibility for the hands-on management, rostering and all reporting for the specialist ‘Operator Services’ call centre.Advanced use of IEX Workforce Management Software tools in addition to sophisticated Excel management reporting and analysis systems.Rostering multiple international business groups of up to 500 staff based in various sites and time zones across Australia, India and the Philippines.Workforce occupancy & productivity statistical reporting and analysis. Forecasting call volumes, headcount, AHT, Service Levels and Real-time campaign breakdowns.Fostering cooperative and pre-emptive international relationships with key managers, senior operations staff and regional real-time analysts.Maintaining direct relationships with crucial stakeholders across all business groups, notably Outsource Operations Managers plus overseas vendors to ensure the distribution and timely dissemination of vital information necessary for off-site call centre operations.Managing plus orchestrating planning and status meetings for multiple product lines overseas vendors, senior management & department heads. Show less

Erlang headcount, call volume and sales forecastingService level, ASA and abandon rate forecasting and management.Management of rostering and head-count for multiple call-centre teamsReal-Time call routing and staff management.Line management of the Workforce Management team, including direct reportsCollation and presentation of call centre analysis to team leaders and senior management.Statistical report design, maintenance and analysis plus ad-hoc report generation.

Bachelor Of Communication, Writing And Contemporary Cultures

Education record