Thang Phan Email & Phone Number

Santa Clara, CA, US

New York, NY, US

Redwood City, CA, US

• The Player Network - Origin, EA Desktop, Origin Publishing, EA Access & Growth.Lead one of 4 principle scrums, focusing on downloading/updating client and games, playing games, and social connectivity.
• Drove strategic & long term business growth for the player ecosystem (Player Network) at EA,in an effort to reach an ambitious goal to connect a billion players around the world to the games they love and the friends.
• Delivered next gen client focused on subscription based acquisition and retention.
• Managed a team of over 15+ individuals through multiple projects.

• Led the incorporation and operational setup of HostQuest from ground up.
• Drove the development of organizational operations plan and budget and oversee departmental heads to ensure targets are met.
• Designed and managed company website and products, including mobile-supported online poker game as proof-of-concept for HostQuest core offering.
• Lead client engagements and projects for product consulting arm of business.

San Francisco Bay Area, US

• Drive product life cycles and P&L for two international MMORPGs, achieving a user base of over 30k CCU.
• Championed player feeback to development team so they consistently understand the pulse of the current player experience
• Introduced product line pricing strategies and forecasts models, increasing sales by 30%; without negatively impacting game economy and player trust.
• Successfully rebranded immortals franchise to have two separate titles eliminating the need to shut down any of the products.
• Heavily collaborated with cross disciplined teams to accomplish live services, updates, content releases and building player communities

San Francisco Bay Area, US

• Implemented Parature CRM solution for domestic and international customers and technical support teams.
• Designed employee metrics and training system that led to increased efficiency and reduced SLA times by more than 70%.
• Created tool specifications for in game development and departmental procedures to empower the Customer Service Representatives; improving productivity, player feedback, and response times.
• Directly managed domestic and international customer service and technical support teams on a daily basis.

San Francisco Bay Area, US

• Designed and implemented customer service policy and procedures for US/EU/China support teams.
• Trained and assisted in supervising the customer service team.
• Ensured the customer service department offered the highest level of customer care possible.
• Worked with in house engineers to design and create new tools to handle in game issues.
• Managed 10 - 15 employees on a daily basis

Sunnyvale, CA, US

• Designed and implemented customer service policies and procedures for both US and China support teams.
• Trained and assisted in supervising the customer service team.
• Ensured the customer service department offered the highest level of customer care possible.
• Worked with in house engineers to design and create new tools to handle in game issues, empowering Game Masters to handle issues more efficiently.

Sunnyvale, CA, US

• Organized and directed the day-to-day operations of the Rappelz Game Team.
• Managed and optimized operations team for improved efficiency in customer service, technical support and quality assurance.
• Communicated with developers to carry out weekly maintenance and improved overall gameplay.
• Created tech support response system that provided the necessary training for GMs while removing over 2000 backlog tickets