Quentin Chappet Email & Phone Number

Fougères, Brittany, France

Bretagne, France

Main Client: ModSquad Inc. (October 2019 - November 2023)Working as a Project Manager and a Team Manager on a number of projects:- Moderation/Social media support for a finance company (1 year)- Moderation/Ticket support for a gaming studio (1.5 years)- Moderation/Social media support for a kids entertainment company (6 months)- Ticket/Chat Support for a healthcare device company (1 year)- Ticket Support for a creative phone app studio (1 year)- Ticket/Social Support for a car testing device company (2.5 years)- Phone Support for a medical device company (2 years)- Ticket/Phone Support for healthcare device company (10 months)

Hunt Valley, Maryland

- Responsible for managing all international Customer Support programs. Includes all European territories with special concentration for French, Spanish, Italian and Portuguese speaking territories. Includes all services such as traditional contact center, social network support, and various types of service moderation.- Managed all staff groups for the department. Responsible for forecasting, recruiting, hiring, and training staff. Responsible for agent quality, service levels, productivity, and performance maximization for staff. Includes local employees, remote staff groups, and outsourced staff vendors.- Responsible for coordinating European support strategy with rest of company. Includes coordinating with European territory managers and country stakeholders. Responsible for handling product and service issues with development studios and game producers until resolution.- Notable projects include: Restarting European Support Program for company in America. Selecting outsourcing vendors for customer service delivery. Selecting tools and technology for contact management and social networking service. Customer service programs launches of many ZeniMax / Bethesda Softworks products: o. MMOs: The Elder Scrolls Online, Fallout 76 o. Traditional “boxed” PC and Console products: DOOM, Fallout 4, Wolfenstein II, Prey, Rage, and many others. o. Mobile Games: Fallout Shelter, The Elder Scrolls Legends, The Elder Scrolls Blades

Région De Baltimore, Maryland, États-Unis

- Moved to Baltimore MD (USA) to work as the main Social Media expert within the Customer Support group- Responsible for maintaining a minimum service on Forums and Twitter after staff reduction- Responsible for Forum Moderation in EN, DE and FR on two different forums (Bethesda.net and Elder Scrolls Online)- Responsible for User Generated Content (Mods) Moderation.- Directly worked on Supporting Bethesda Customers via the @BethesdaSupport Twitter during the Skyrim Special Edition and Dishonored 2 launches.- Responsible for rebuilding Support services on Forums and Twitter for 5 non-English languages- Responsible for hiring and training Staff members within the Social Team as well as ensuring the quality and efficiency of their work.- Managed a team of 8 agents and one Supervisor - Acted as the Main CS stakeholders for Forum Technology- Created and maintained specific Support Twitter accounts in German, French and Russian.- Created and managed an NDA program for unreleased products in closed Beta (Monitoring, enforcement, takedowns…)- Social Media monitoring, reporting and coverage of the 2017 and 2018 E3 events

Galway

- Worked as the manager of the “Social Team”, responsible for supporting the ZeniMax and Bethesda products customers on Forums and Social Media such as Twitter, Facebook, YouTube and more…) in English, German and French- Responsible for deflecting customers’ requests off the traditional customer support- Responsible for monitoring and reporting trending and new issues to the organization- Responsible for Moderation on Forums and Social Media (when applicable)- Responsible for monitoring for NDA Violations on unreleased products and taking action if necessary- Ensured the needs of the team are represented and supported within the global organization- Preparation and Launch of The Elder Scrolls Online and Bethesda games such as Fallout 4 (+3 DLC), DOOM, The Evil within (+4 DLC), Fallout Shelter.- Responsible for recruiting and managing a team of 18 Social Agent/Analyst and a Supervisor in 3 languages- Responsible for recruiting and managing a team of 12 outsourced Forum moderators in 3 languages- Responsible for managing several projects to improve the team or the way we worked as a CS organization.- Coverage of the Paris Games Week 2013 convention for The Elder Scrolls Online

Dublin

- Launch of Season One and Season Two- Responsible for the growth of the French community.- Responsible for the feedback from and to the French community.- Responsible for the communication outside of the official forum.- Responsible for the “recruitment” and the coordination of a French volunteer team on the forums.- QA-loc: Responsible for the quality of the French translations for the Game client, the website, and the forum.- Coordination of the QA-Loc process for all languages during 6 months.- CS: Responsible for every ticket within the French community during almost 1 year. Handled around 200 tickets per day.- Localization: Handled the localization of news and announcements in French- Responsible for handling and posting news and announcement on the forum (vbulletin) and website (drupal).- Handled a number of forum games, events and animations directly on the forum or outside of the forum.- Handled several projects related to community.- Coverage of Conventions such as Dreamhack winter 2010 and summer 2011, GamesCom 2011.- Interviews, Community meetings and events during the Coverage of the French convention Paris Games Week 2011.

Dublin

- Directed a multilingual team of 4 Community Managers (Spanish, German, English) while also handling the French community.- Reported Forum and Social Medias statistics directly to the Producer.- Responsible for the publication of news and announcement in all languages.- Responsible for the emergency messaging in all languages.- Responsible for gathering the feedback from the team to the company and vice versa.

Dublin

- Preparation and launch of the game in Europe- Building of the French community on and outside of the Forums.- Handled several Forum events.- Handled a team of French Volunteers.- Responsible for the very first LoL tournament “Ryze of the Legends”.- Use of Twitter and blogs in order to tease and hype the community.- Responsible for the publication of news and announcement in French, on the Forum (vbulletin) and on the website (Magic)- Coverage of the FJV 2009, French convention in Paris.

Dublin

- Preparation and launch of the game in Europe.- Worked on all the new process and guidelines needed for Customer support representatives.- Worked on the tools needed for CSR before the launch of the game.- Responsible of the floor when no Team Lead.- Handled over 150 tickets per day.- Handled very specific tickets on a daily basis.- Coverage of the FJV 2007, French convention in Paris

Paris

- Customer support: Handled around 100 tickets per day and did Online In-game presence in order to answer player’s requests.- QA of the game and preparation of new patches.- Planning and coding of In game events.- Handled global messaging and posting on the website when needed.- Preparation and launch of 2 game extensions (Catacombs and Darkness Rising).- Organization of the only DAoC offline tournament during the coverage of the MDJ 2005, French convention in Paris.- Coverage of several French conventions in Paris like the MDJ 2005, the FJV 2006 and one in Toulon.