Rahul Shah Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

• Launched a new mobile game (Parchisi Club) globally.• Working on launching another new mobile game for the Indian subcontinent.• Collaboration with multiple functions, including product management, development, QA, art, UX, marketing, and CX teams.• Management of external agencies, vendors, and partners, including contract negotiation, payment approvals, and KPI tracking.• End-to-end liveops management for monetization and engagement contributing to 40% of the game's IAP revenue• Representation of the product in monthly business reviews with studio leads.• Close working relationships with marketing and product teams to ensure product-market fit and product growth.• Monitoring of game tech stability, vitals, and key metrics.• Partnership with Google, Apple, Microsoft, and Facebook platforms for compliance, DPA, SDK upgrades, and promotion requests.• Regular communication with account managers from Google, Apple, and Facebook for market updates and new platform features.• Involvement in the quarterly roadmap and monthly deliverables, working with the product managers.• Involvement in decisions for annual game budgets, strategy, and goals with the executive team.• Ensuring timely execution of the game's roadmap and features.

Bengaluru Area, India

Successfully handled three functions: Social media & community management, customer success, and customer support.Implemented and evangelized a new concierge strategy for high-paying players, resulting in better understanding and improved experiences for these customers.Personally met with high-valued VIP customers to gather UX feedback and worked with game teams to implement changes.Responsible for retention & revenue of the high-paying customers accounting to more than 50% of the total IAP revenue.Increased social media presence for two major games in the company.Developed player engagement strategies via social media platforms, including contests, tournaments, and events.Worked closely with game teams to ensure critical player feedback was addressed and concerns were resolved.Demonstrated exceptional leadership skills while managing cross-functional teams to deliver high-quality customer experiences.Proven track record of driving customer satisfaction and retention through effective customer experience strategies and initiatives.

Bangalore, India

Bengaluru Area, India

Games worked on: PUBG Mobile and Arena of ValorJoined as a Customer Support Manager, and later transitioned to Operations and Esports management.Create and send contracts/agreements/NDA for third-party services or tie-ups with other organisations. Monitor and keep track of the product roadmap which includes sharing information about any new patch or upcoming updates in the game(s). Create and share business review slides with internal teams and headquarters. Conducted daily scrums for all the core functions.Compile weekly reports for Esports and Community operations Monitor and track services rendered by outsourcing agencies which also includes handling invoices and payment requests. Conducted online tournaments which included league-ops as well.A part of planning and organising multiple offline Esports tournaments in different cities.

Hyderabad Area, India

Supported more than 30 games during this period from studios across 5+ geographies.Lead a 40+ member team working round the clock.Implemented a new concierge strategy for high-paying players.A part of more than 12 new game launches - setting up CS platforms, tools, and processes.Handled the BBB/Ombudsmen and the legal CS complaints in collaboration with the legal counsel(s) and the game teams.Worked with multiple third party vendors and outsourcing agencies.

Hyderabad Area, India

Game titles supported: Racing Rivals, Kim Kardashian: Hollywood, Cooking Dash, Kendall & Kylie, Deer Hunter 2014, Deer Hunter 2016, Tap Sports Baseball 2014/2015/2016, Tap Sports Football, Dino Hunter: Deadly Shores, Contract Killer: Sniper, Mission Impossible: Rogue Nation, Jason Statham's: Sniper X, Katy Perry: Pop, Frontline Commando & Sequels, Diner Dash, Terminator: Genisys, James Bond: World of Espionage, Eternity Warriors 3, Eternity Warriors 4 & many other Glu Mobile Games!Job duties: - Managing a team of 11 CC representatives including regular monitoring and delegation of daily tasks. - Performing semi/annual reviews, performance checks etc. to ensure efficient team performance and appraisals.- Interviewing new candidates for the team based on the requirement.- Conducting training for the new hires and ensure that they're always mentored by the seniors in the team.- Answering top-tier escalated tickets.- Performing analysis of the incoming tickets/emails from the players for every game to ensure the daily/weekly trend is monitored and issues are reported to the game studios directly in case of emergency or sudden spike of emails/tickets.- Adding FAQs to the website and to the CRM when necessary and when there's a new update.- Compiling weekly reports for all of our active games based on analysis in terms of weekly in-flow of tickets and common & trending issues for each game worked on.- Participant in all the CC meetings with studios for every new game launch in terms of addition of FAQs, game tools, and process instructions.- Closely working with the Director of Customer Care in terms of managing queues and workforce required.- Co-ordinating with the legal counsel and the Director to assist in resolving legal threats, complaints, and BBB complaints.- Posting Sticky Threads/Announcements on game forums regarding any critical bugs or updates.To be continued: complete list updated in my resume.

Bengaluru Area, India

Team Leader/Senior E-commerce/Technical/Customer Support specialist and Community/Fanpage moderation. Game titles working on: Bingo Bash and Slots Bash.E-Commerce - Assisting the players with their queries regarding their transactions via various platforms like Google Play Store, Facebook, Paypal and iTunes. Resolving disputed payments for players on Facebook.Email support: Answering customer queries on all the platforms for the game i.e., Facebook, Android phones, Android Tablets, iPhone, iPad and Kindle Fire. The queries included in-game queries, technical issues in the game(trouble shooting for browsers/devices), e-commerce disputes/queries(Google Play, Facebook, iTunes and Amazon) and events related queries. Community management - Facebook game, no official forums for this one. Interacting with the players on the Official Fanpage of Bingo bash as a moderator; replying their PMs and comments; and posting any new updates about the game.Seldom testing new sale events, weekend promotions and new games' updates for web UI on Facebook. (Not hardcore testing)Creating JIRAs for the bugs seen/observed by the team and the one's reported by our players and following up on the JIRA IDs with the developers and getting them fixed.

Bangalore

First Source Solutions: which is ranked amongst the top 25 best global outsourcing companies in the world.Managed end-to-end customer support for a leading UK TV service provider, achieving a customer satisfaction rate of over 92% through effective query resolution and service.Played a key role in transforming customer service strategies, which led to a 20% improvement in chat resolution efficiency and a 15% reduction in repeat customer calls.Trained and mentored new customer service representatives, enhancing team performance and operational standards across the board.

Bangalore

Game Mastery - Includes in-game moderation of players including searching and banning Hackers and gold spammers.Technical Support/Customer Support/Game Support for two MMORPG Titles - Projects worked on:· 9Dragons - Technical assistance provided for customers with the required troubleshooting and also, any in-game queries related to their accounts and inventory. Organizing in-game real time events, selecting the winners and the casual work of a Game master. Support provided via Chat (Liveperson), Email and in-game.· 2Moons - Conducting lots of in-game events, marketing events for sales, in-game queries, accounts and inventories based queries including e-commerce. Support provided via Chat (Liveperson), Email and in-game.QA testing(not hardcore) - Projects worked on:· 9Dragons - Testing the functionality of new patches and new additions, if any bugs found, reporting them to the developers.· 2Moons - Testing the functionality of new patches and new additions, if any bugs found, reporting them to the developers.Community Expert/Liaison - Projects worked on:· 9Dragons - Admin for the official 9Dragons forums; role includes moderating the forums, appointing/interviewing new moderators from the game and posting all the updates about the game as stickies.· 2Moons - Admin for the official 2Moons forums; role includes moderating the forums, appointing/interviewing new moderators from the game and posting all the updates about the game as stickies.

Bengaluru, Karnataka, India

Co-founded and led Team Err0r to become the #1 DOTA 1 team in India, significantly boosting local and national recognition in the esports community.Represented India in various international Esports tournaments, achieving top rankings and enhancing the visibility of Indian teams on a global scale.

Bangalore

Game Master - Includes in-game moderation and mentorship of players including searching and banning Hackers and gold spammers.Project: Knight OnlineOrchestrated in-game events that increased player engagement by over 15%, fostering community growth and improving game retention metrics.Provided technical support and game guidance, resulting in a 10% decrease in player complaints due to improved response strategies and problem resolution.

Regular/General High School/Secondary Diploma Program

Education record