Yiru Chen

Yiru Chen Email and Phone Number

Senior Operations Manager at Keywords Studios - Montréal @ Keywords Studios
leopardstown, dublin, ireland
Yiru Chen's Location
Greater Montreal Metropolitan Area, Canada
Yiru Chen's Contact Details

Yiru Chen personal email

n/a
About Yiru Chen

Yiru Chen is a Senior Operations Manager at Keywords Studios - Montréal at Keywords Studios. She possess expertise in video games, microsoft office, customer service, computer games, social networking and 2 more skills.

Yiru Chen's Current Company Details
Keywords Studios

Keywords Studios

View
Senior Operations Manager at Keywords Studios - Montréal
leopardstown, dublin, ireland
Website:
keywordsstudios.com
Employees:
3977
Yiru Chen Work Experience Details
  • Keywords Studios
    Senior Operations Manager
    Keywords Studios May 2023 - Present
    View
  • Keywords Studios
    Program Manager
    Keywords Studios Jul 2022 - May 2023
    View
  • Keywords Studios
    Player Support Project Manager
    Keywords Studios Apr 2020 - Jul 2022
    Canada
    - Led and managed teams of 200+ agents, consistently driving improvements in KPIs by implementing efficient workflows and overseeing day-to-day operations and workload distribution.- Demonstrated exceptional adaptability by orchestrating the seamless growth of assigned projects. Initially leading a team of 12 members, successfully scaled it to over 150+ members within a rapid 3-month period. This expansion included player support front-line agents, tier-2 technical support agents, VIP team, QC specialists and leadership team.- Implemented Lean Six Sigma initiatives, resulting in a remarkable improvement in CSAT scores, consistently maintaining them above 90%, and ensuring strict compliance with SLAs.- Took charge of staffing and administration tasks, collaborating closely with the Learning and Development (L&D) team to coordinate training efforts effectively.
    View
  • Keywords Studios
    Player Support Team Lead
    Keywords Studios Mar 2018 - Apr 2020
    Montreal, Quebec, Canada
    - Established and oversaw data-driven feedback loops, fostering communication between game and cross-functional teams to ensure exceptional service delivery.- Conducted comprehensive project health analysis and reporting, keeping teams informed about project status and progress.- Offered proactive solutions and implemented key learnings to align with stakeholder goals.- Effectively managed multiple projects and teams in diverse timezones, providing leadership to 60+ Player Support agents.- Maintained stringent internal document controls, reviewing documents for broader sharing, and ensuring a consistent voice from the CS Operations team.
    View
  • Alchemic Dream - A Keywords Studio
    Customer Service Specialist
    Alchemic Dream - A Keywords Studio Feb 2016 - Mar 2018
    - Managed support tickets across multiple games, consistently delivering timely and accurate resolutions to players' issues.- Helped in moderating social media channels, providing valuable insights and action-item reports to clients.- Acted as a subject matter expert across diverse projects, deeply comprehending game content, project metrics, and operational processes.- Developed and updated internal playbooks, ensuring team members were equipped to engage in high-quality conversations, conduct consulting engagements, and provide top-notch support to our players.
    View
  • Babel Media
    Localization Tester
    Babel Media Sep 2015 - Feb 2016
    - Proficiently executed and authored Localization Quality Assurance (LQA) test cases to ensure flawless product localization.- Produced bug reports for localization defects, contributing to the enhancement of language quality for various clients.- Helped in maintaining linguistic integrity by proofreading language strings, upholding client standards and expectations.
    View

Yiru Chen Skills

Video Games Microsoft Office Customer Service Computer Games Social Networking Localization Teamwork

Frequently Asked Questions about Yiru Chen

What company does Yiru Chen work for?

Yiru Chen works for Keywords Studios

What is Yiru Chen's role at the current company?

Yiru Chen's current role is Senior Operations Manager at Keywords Studios - Montréal.

What is Yiru Chen's email address?

Yiru Chen's email address is y.****@****eam.com

What skills is Yiru Chen known for?

Yiru Chen has skills like Video Games, Microsoft Office, Customer Service, Computer Games, Social Networking, Localization, Teamwork.

Who are Yiru Chen's colleagues?

Yiru Chen's colleagues are Daria Sidorenko, Rejay Espiridion, Marc Henry Magistrado, Victor Oliver, Francesco Menna, Paulina Bieniek, Nicolas Racines.

Not the Yiru Chen you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.