Riot Games was founded in 2006 to develop, publish, and support the most player-focused games in the world. In 2009, we released our debut title, League of Legends, to worldwide acclaim. League has gone on to be the most-played PC game in the world and a key driver of the explosive growth of esports. As League enters its second decade, we’re continuing to evolve the game while delivering new experiences to players with Teamfight Tactics, Legends of Runeterra, VALORANT, League of Legends: Wild Rift, and multiple work-in-progress titles. We’re also expanding the world of Runeterra through multimedia projects across music, comic books, board games, and the animated series Arcane.As part of a global team, I have the distinct pleasure of leading our Support, Business, and Partner Operations in EMEA, CIS, Turkey and India, working with a passionate team of diverse and highly skilled individuals to deliver on Riot's "Player focus" mission in every support touchpoint with our players, partners, and other business units like Publishing & Studios. We care deeply about the Player Experience, and continue to work tirelessly to constantly improve and expand our services every single day.Typical roles and disciplines I work with in my team:-Senior Product Managers-Senior Partner / Vendor Managers-Senior CX Specialists-Program Managers-Learning and Development Specialists-Delivery Managers-Tech Ops Engineers-Agile Product Owners and Scrum masters-ITIL4 professionals We have multiple partner operation sites at various different locations in the regions we serve, which support our player in 13+ languages, and we're growing! We have successfully supported our players through numerous game launches, events & incidents, as indicated by our player themselves (Csat / SASI scores).We here to help, go where our players are, and ensure they can enjoy Riot's games as intended, even when there's are bumps in the way, we got your back fam! GLHF!

Riot Games was founded in 2006 by Brandon Beck and Marc Merrill with the intent to change the way video games are made and supported for players. In 2009, Riot released its debut title League of Legends to worldwide acclaim. The game has since gone on to become the most played PC game in the world and a key driver of the explosive growth of esports. Players are the foundation of our community and it’s for them we continue to evolve and improve the League of Legends experience.

Game On Media is an exciting, fast growing, online gaming company specializing in high quality bingo, casino and lottery scratch cards products. Established in Dublin in 2011 with just three people and one website, we have grown significantly and our company now spans six unique online gaming brands with over 60 highly experienced staff. Our business is thriving and we are looking for smart, creative people to be part of our growth. We are a company of innovative software developers, digital marketers, creative designers, fraud and payments specialists and player development agents. Creativity, data analysis and customer interaction is the backbone of the online gaming industry and of our business, and it is something at which we excel. If you share these passions, then Game On Media is the place for you. We are licensed and regulated by the UK Gambling Commission and the Malta Gaming Authority. Meet the team: Central to our success is our team. Across the departments we have a diverse group of over 18 different nationalities, adding to the dynamism of the companyMy responsibilities include:Change-, Staff- and Department ManagementStaff Development, Training and KPI TargetingBI Reporting, Data Analysis & Strategic PlanningVIP ServicesCustomer Relations & RetentionNew Business Development

Bluestar Digital Pty Ltd is a fast-paced, dynamic operations business that outsourced technical and customer services to 5 distinct brands that included bingo, casino and binary options trading platforms.UPDATE: BlueStar Digital Pty Ltd Closed it's doors in late 2015 after the brands under management were sold to a competitor.Responsibilities included: -Conceptualize and develop the VIP Program across 5 distinct brands.-24/7 Operations, supporting VIPs of 5 brands, in 9 languages to global markets.-People Management. -Brand Ambassador.-Advanced analytics & reporting with comparisons, audience segmenting, projections & trends analysis.-Identify and set SOW, KPI’s and SLA’s that match company values.-Partner Management (SOW, Contracts, SLA agreements)-Stakeholder management (Exec and Senior Leaders).-Budgeting.

-24/7 Operations, supporting 5 brands, in 9 languages to EU, UK and other world markets.-Channel strategy. Successfully moved operation from emails and calls only, to live chat environment.-QoS. Set quality standards, values and supportive behaviors. Maintain healthy culture.-People Management. Recruitment, mentoring, coaching, staff-wellbeing and career development.-Advanced analytics & reporting with comparisons, visuals, projections & trends analysis.-Identify and set SOW, KPI’s and SLA’s that match company values.-Change management.-Budgeting.

-24/7 rotation inbound and outbound helpdesk. In service on live chat, emails and phone.-Risk & Fraud screening calls.-Escalating tickets: Systems, software, product websites, bugs, banking and payments.

-Corporate & Business account (VIP) customer technical support & account management-Premier inbound and outbound helpdesk (incl. E-mail and Fax query support)-Deliver results based on each premier client SLA (Service level agreement) specifics-Handle escalations from customer services department-Resource management: Back up for customer services, sales & accounts departments-Coverage support for 3rd tier technician premier department-Client Data integrity: Verification & maintenance of client personal and account information

-Customer technical support – 1st Tier Support-Inbound and outbound helpdesk: Phone, E-mail and Fax query support-Back up coverage for sales & accounts departments-Verify & update client information; maintain customer account data integrity

-Managing staff-Coverage & shift roster-Recruitment, training & development of staff-Measure staff performance appraisals-Updates and maintenance of shop computers, network and office equipment-Customer relations and satisfaction-Handle escalations and resolve difficult customer queries