• Creating and delivering queue strategies for major product launches, involvement in more strategy discussions centered on performance, KPIs, initiative and preparation for high influx of contacts• Primary CS Operations point of contact for several major product and service releases• War Room experience for major releases• Expanded responcibility and focus on process improvement, global alignment and documentation• Mentor and Onboarding• Created, hosted and presented in our monthly global live operations meeting to senior management and the wider organisation. This covered major incidents of note, active mitigation, performance, and upcoming releases• Contributed to workforce planning and performance meetings• Expanded responcibility with preparing and delivering updates and reports to management and the wider organisation• Training creation and delivery• Point of Contact for several teams which included regular planning and sync-ups, including the World of Warcraft, Hearthstone, Diablo, Service Tech and Business Solutions teams• Ownership of several queue initiatives, covering performance, processes and improvements• Knowledge Management, curating, maintaining, creating and updating 400+ Confluence pages for a global team• Administration and account setup• Queue routing and system setup• Data Analysis• Customer Support Superuser

• Monitoring all points of entry for customer support contacts• Building reports based on buisness performance and day to day operations• Responcible for delivering team updates daily/weekly/monthly to various teams• Complex issue resolution• Process improvement• Incident Management• Product Support for releases and launches• Communication to customers, management, CS organisation and various teams across the global buisness• Service Levels and real time CS queue management, including email, tickets, phones and webchats• Involved with an initiative Career Advancement Bridge, both as a mentor helping others advance their careers and skills, In addition created and maintained our resource knowledgebase.

• Answering all customer contact types which included Account/Billing, Ingame and Technical Support for all products and services• Mentoring and Training• Lead on various initiatives to improve performance• Forum Moderation• Organising Team Building events• Handling sensitive customer’s issues (real life threats)

• Answering customer's issues (chat, e-mails and phone) and providing first contact resolution• Coaching