Perla Rimmerman Email & Phone Number

Mazatlán, Sin., Mx

Remote

• Manage daily operations and provide mentorship and development for a team of 30 agents in 3 teams• Oversee and improve process documentation and training materials for buyer support• Define and measure buyer support team key metrics• Continually work with other department leaders to increase productivity across the organization with the overall goal of increasing customer satisfaction• Act as the final escalation point for customer concerns that are sensitive and timely• Oversee and ensure validity of customer refunds

Remote

• Co-manage a team of 30 customer service representatives, ensuring they deliver high quality customer care via phone and emails on a daily basis.• Led effort to outsource customer service duties to remote employees, cutting labor expenses by at least 30%.• Helped write current customer service policy. Maintain and organize reference documentation in Confluence.• Develop and implement guidelines to train new employees in using customer service software, data management and conflict resolution.• Updated training documents and implemented new training strategies, cutting training expenses by 25% per new agent.• Oversee agent performance and reporting within customer service, billing, trust and safety and production liaison teams.• Use Zendesk to track and review employee interactions with customers. Complete familiarity with Zendesk admin tools and reporting.• Help coordinate scheduling and wage reports.

Remote

• Handled an average of 150 support requests per day using Zendesk, achieving an average of 90%+ customer satisfaction rating.• Resolved 93% of incoming customer requests and problems, referring only the most complex to the manager.• Researched complicated cases without prompting to provide more comprehensive service to customers. This will later become the basis for the customer service team's policies and tutorials.

As the Localization Manager and Spanish Team Manager, I oversee all aspects of localization, including in-game activities, marketing, and promotions. I am responsible for ensuring that our Spanish-speaking audience receives the best possible experience while playing our games. In addition, I work closely with the English promotions team to create engaging content for all of our players.I'm also responsible for monitoring the game, including the economy and players, keeping updated with recent changes, and reporting any issues to leadership or developers. Other tasks include answering petitions, resolving complaints and player conflicts, and escalating issues appropriately.

Remote

• Oversee the official Puzzle Pirates and Spiral Knights wikis.• Liaison to provide player admins with fact checks.• Help with judgment calls, backup when player admins fail to enforce policy.• Block malicious/troublemaker editors.• Act as a communication channel to the other support agents and the office.• Provide support for Yohoho! Puzzle Pirates' player events.• Manage and allocate monthly forum and in-game events. • Assist other support agents run their creative events.• Handle training and mentoring to those new to running events.

• Game localization• Monitoring the forums• Gameplay testing,

Remote

Quality assurance testing for PC games such as Puzzle Pirates, Spiral Knights, Doctor Who: Worlds in Time as well as tester on iOS and Android for several SEGA mobile titles.• QA testing of new games and game updates.• Verify bugs reported and provide steps to reproduce when found.• Help keep the developers up to date with information about current bugs trough reports or JIRA.• Focus attention on new projects while efficiently reviewing maintenance projects.• Skilled at breaking things.

Remote

• English & Spanish customer support for Three Rings games and SEGA's mobile catalog.• Tech support and troubleshooting for online PC and mobile games.• Answer customer questions and emails, escalating issues when needed.• Investigate and resolve customer inquiries.• Create and maintain game documentation.• Communicate with development teams.• Maintain an up-to-date knowledge of the games and communities.• Help maintain daily reports detailing issues and feedback from customers.• Create, organize and judge various game community events and contests.• Involved in policy-making process for multiple games.• Moderate and communicate with online communities.• Moderation of English & Spanish forums and wiki• Monitor the games, economies, customers and other critical systems.• Extensive use of Zendesk and OTRS email support systems.• Work with highly specific customized support software and varying policy for multiple games.

Remote

• Localize game content from English to Spanish for Puzzle Pirates and Spiral Knights.• Localization testing. Verifying quality, completeness and usability.• Proofread existing localized game content on some mobile titles and file reports.• Translate player communications from Spanish to English and report to the corresponding team.• Translate social media communication, promotions and forum events from English to Spanish.• Spanish to English translation of player suggestions for the development team.• English to Spanish translation of social media, promotions and forum events.

Remote

• Spanish to English and English to Spanish translation experience. • Worked on several translation projects including, but not limited to, technical, legal, gaming and medical documents and manuals. • Translated the Mesoamerican Barrier Reef System (MBRS) Synoptic Monitoring Program's manual.

Puerto Vallarta, Jalisco

Experienced in providing outstanding customer service, how to train, motivate and lead groups towards a common goal and the ability to convey those thoughts in a clear and friendly manner.