CAREER EXPERIENCE

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EPIC GAMES

Product Support Specialist - Fall Guys, Rocket League Sideswipe, & Rocket Racing

March 2023 - Current

• Coordinate the simultaneous releases of Fall Guys and Sideswipe, meticulously crafting training materials and refining internal and external help center articles.

• Collaborate closely with product stakeholders on a global scale, adeptly communicating trending issues and thoroughly analyzing product data reports.

• Play a pivotal role in vendor management, engaging with team leads and managers to provide constructive feedback, comprehensive training, and unwavering support for career development. Actively participate in playtests to offer valuable insights on upcoming features, strategically plan support needs and budget quarterly, and embark on travel journeys to support summits and vendor sites, fostering team development, driving improvements, and enhancing team morale.

• Forge a strong partnership with our Tools team, delivering insightful agent feedback and streamlining their workflow for optimal efficiency. Proactively escalate impending issues and bugs to the Epic, Psyonix, and Mediatonic development teams, orchestrate player communications, and coordinate necessary compensation.

• Implement a strategic approach to analyzing top ticket drivers and devising innovative solutions to reduce incoming tickets. Serve as a dedicated advocate for players, expertly escalating requests and contributing to the prioritization of the product roadmap.

• Conduct insightful playtests for undisclosed projects, documenting findings and engaging in effective communication with stakeholders. Prepare for worldwide launches by developing comprehensive agent knowledge bases and collaborating with stakeholders to align operations, ensuring an unparalleled and positive player experience.

Product Support Specialist - Fall Guys, Rocket League Sideswipe

May 2022 - March 2023

• Led the integration of Fall Guys into Epic Support, facilitating collaboration between three studios for a seamless transition.

• Created comprehensive training materials for agents, covering game mechanics, troubleshooting, and support scope.

• Actively participated in playtests and effectively allocated support resources based on identified needs.

• Collaborated with the Tools team to enhance agent workflow and optimize support operations.

• Conducted analysis of ticket drivers, implemented strategic measures to reduce incoming tickets, and advocated for players' needs.

• Conducted playtesting for unannounced projects, ensuring preparedness for worldwide launches and delivering a positive player experience.

Product Support Specialist - Rocket League Sideswipe

Oct 2021 - May 2022

• Collaborated with the Sideswipe team to ensure a successful worldwide game launch.

• Coordinated releases within the support department, including creating training materials and writing/editing internal and external help center articles.

• Escalated incoming issues to the Sideswipe development team for prompt resolution.

• Maintained a high average Customer Satisfaction (CSAT) score of 90% or higher.

• Assisted in the integration of Psyonix into Epic Support.

Senior Customer Care Agent

Aug 2020 - Oct 2021

• Wrote and edited internal and external help center articles.

• Handled incoming escalations and worked with Epic Legal where needed.

• Provided coaching and feedback to our vendor teams.

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Super League

Customer Support Manager

Jan 2020 to Aug 2020

• Developed a scalable customer support approach suitable for worldwide support, serving numerous offers and over one million users.

• Oversaw a remote support team, providing leadership, development, and training.

• Created SOPs to ensure effective communication both internally and externally.

• Generated and analyzed statistical support data.

• Ensured the Customer Service team consistently met and exceeded key performance indicators (KPIs) with a focus on 90% satisfaction, 24-hour resolution time, and 12-hour First Reply Time.

• Promoted to Support Lead - March 2019

• Promoted to Customer Support Agent - March 2017

• Promoted to NOC Technician - October 2017

• Product Tester - October 2016 - October 2017

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Healthy Spot

Salon Manager  

January 2017 - March 2018

• Maintained quality service by enforcing excellent customer service standards.

• Developed personal growth opportunities for my team as well as for myself by attending educational workshops.

• Oversaw 3 store locations and 30 stylists and bathers.

Salon Receptionist - September 2016 - January 2017