• Responsible for information gathering, reports to management and studios, assistance with daily meetings with various teams, high level customer support, advanced troubleshooting, investigations, and escalations.• Assisted management with design and implementation of the VIP support experience to great success.• Collected information for daily reports to management regarding volume, handling procedures, and player messaging.• Responsible for the dispensation of handling procedures to frontline agents on new and rising issues.• Assisted with design and implementation of revamped incident management process for reporting new and rising issues to studios, management, and QA.• Taken over various tasks from studios using complex tools, alleviating pressure on studios to continue enforcement and player data manipulation past the normal life cycle of a game.• Demonstrated strong work ethic and dedication to helping the team succeed with every title launched.

• Responsible for pricing, cost/data proposals, interfacing with multiple customer accounts, management of contractual terms and conditions and ensuring customer satisfaction.