Leonardo R. Email & Phone Number

Portugal

Berlin, Germany

Responsible for the success of 5 Industries - a 7-figure portfolio (Gaming, Pets, Insurance, Food Delivery, and Trackers), planning and leading all initiatives between multiple departments (Marketing, Content, Product, Business Development, and CRO).Key responsabilities:- Responsible for the P&L of our products in over 20 countries, reporting directly to C-Level executives - increased Profits by 188% Y/Y;- Creating a clear and transparent business plan for each industry, based on the company's top priority OKRs;- Supporting the Account Management team development, while establishing accountability towards each individual goal;- Actively cultivating a team culture of open communication and collaborative problem-solving, with a high focus on results;- Spearheading changes and new projects to deliver increasing results, including Mobile initiatives, Asia expansion, and the launch and roll-out of the company’s new partner platform.

London, United Kingdom

Responsible for the localization and for community and player experience for several flagship mobile products, including Transformers: Earth Wars, Samurai Siege, Fastlane: Road To Revenge, and Rival Kingdoms.

São Paulo E Região, Brasil

Responsible for managing projects focused on community evangelists, helping raise the bar of events that were made by the community. My projects included viewing parties, community gatherings, Community caravans for the CBLOL events, amateur tournaments, and collegiate events. All focused on the League of Legends Brazil community.Main responsibilities:- Identify and approach key evangelists, to foster a long-lasting relationship;- Oversee all ideas and projects created by the community;- Work with the players to understand their necessities and most needed efforts from Riot;- Create and manage new projects for the community;- Help enhance the player experience on third-party events, with direct support to our partners;

São Paulo E Região, Brasil

Responsible for managing the Monetization, Community, and Player Support of Wakfu MMORPG, for North America, Spanish-speaking countries (LATAM + Spain), and Portuguese-speaking countries (Brazil + Portugal), working alongside Marketing and Biz-Dev Teams to improve Acquisition, Conversion, Retention, and overall Player experience in the game.Main responsibilities:- Sales planning and forecasting - Including monitoring day-to-day sales;- Improving micro-transaction system on F2P game;- Create and compile weekly reports to analyze game revenue and retention;- Coordinate and execute scheduled promotions throughout the month;- Manage Community planning and execution;- Responsible for outside Product presentations on physical events;- Manage Player Support and Community Analysts teams.

Responsible for the unification of the Customer Service team and all the Community communication for Aeria Games LATAM.Main responsibilities:- Monthly strategic planning for all the community events and team daily tasks;- Analyze the working flow of 15+ team members to guarantee excellence on customer relationship;- Plan, monitor and analyze (based on KPIs) the department growth;- Coordinate the entire new product testing on the LATAM territory.

São Paulo E Região, Brasil

Responsible for the planning and release of the Runes of Magic Brazil and Latin-American localized versions, working alongside with Asian developers to implement, test and launch successfully both projects. Main responsibilities:- Assist with monthly promotion planning and execution of each product;- Analyze game metrics and sales to implement new campaigns;- Work along with the community, gathering feedback for future planning;- Increase buyer conversion rate and monthly revenue;- Communicate with game developers to implement corrections and new features;

São Paulo E Região, Brasil

Main responsibilities: - Community management and iteration with players, including online events;- Assist on the creation of new product strategies for the games;- Lead costumer service agent responsible for the game Shaiya;- Create reports based on player feedback;- Team training for new agents.

São Paulo E Região, Brasil

As part of the first Combat Arms Brazil Customer Service team, I had to face a challenge on dealing with a new community and any problem that could happen in the game or with the players.Main responsibilities:- In-game Community support helping players with any questions or problems;- External events coverage: Affiliated Lans Championship and Stand participation on GameWorld and Anime Friends.- Game testing for bugs, game exploits, hacks and other potential issues;- Daily reports about in game player satisfaction and problems;- Organize and run different events and playing sections with the community.

São Paulo E Região, Brasil

4 year experience dealing with both external and internal bank clients, with extensive training about day-to-day costumer service quality, client retention, communication with final consumers and ISO 9001 qualifications.Part of the team that tested and implemented the system CADU (Unified Register) for the national wide internal client agencies, dealing with any problems that new agencies might have. Main responsibilities:- Help external clients on diverse bank services including direct and indirect treatment;- Online help desk for new and possible clients;- Assist and train new employees.