Benjamin De Van

• Oversaw preparation of marketing copy frameworks for events, social media posts, and Discord announcements.
• Coordinated with design and media teams to develop high-quality creative assets.
• Provided continuous moderation on social media posts and Discord with player safety in mind. Including investigation into Discord related scam activity and removal of 50 linked scam accounts from official Discords.
• Devised content and event strategy to effectively keep the player base engaged, between new content releases.
• Created and ran community volunteer program, including documentation on, criteria of selection, best moderation practices, and tool documentation.
• Created clear key performance indicators for community volunteer program, that would allow for forecasting regarding the need for additional volunteers.
• Developed creative presentations, trend and sentiment reports with both quantitative and qualitative data on a weekly cadence. these covered new metas in the game, concerns with current development road maps, and patch note reactions.
• Assist with other departments needs such as assisting with video capture sessions or play tests.

• Create policies, either permanent or temporary, within guidelines surrounding blockchain related items, while ensuring that players will feel whole if compensation is necessary.
• Facilitate and maintain training regarding tooling and policies for internal and external agents.
• Maintain and create documentation on troubleshooting methodologies for PC, mobile and Apple related products.
• Collaborate with internal engineering teams regarding tool requirements and possible upgrades based on new features.
• Maintain communication with the QA team regarding any emerging issues that are reported correctly and known issues need any additional information.
• Provide actionable feedback on features to the development to ensure the positive health of the community.
• Perform regular and ad-hoc reporting covering emerging issues and trends to help guide our workforce management decisions.
• Lead projects surrounding upcoming games such as, player facing FAQ, possible changes to existing policies or creation of new ones based on game features.
• Coordinate with the Community Management team to ensure that information is uniform and delivered in a timely manner, as well as ensure that moderation is uniform across platforms.
• Maintain ticketing queue to ensure that issues are handled in a timely manner.
• Take ownership and provide high level support regarding unique issues that can take an extended amount of time to resolve and coordination with different departments.
• Manage and coordinate with Customer Service and Technical Support team members on special projects.
• Provide guidance to team members for personal and professional growth within the game industry.

Achievements:

• Maintained an average of 90% + CSAT scores starting in 2022 for the Customer Support department.
• Continued to improved our KPIs to exceed our internally set SLAs.
• Created workflows for internal Customer Support projects that includes post mortems.

• Overseeing the daily operations of the game support team while ensuring that volumes and SLAs are kept at optimal levels.
• Monitor assigned escalation queues. Lead projects and back up the game support agents.
• Maintaining high levels of communication with the production team and management.
• Being the first point of contact for the team and other departments for any operational queries and issues.
• Ensuring that all processes and policies are kept up-to-date regarding game products
• Holding regular team meetings to share updates with the team, gather feedback and discuss improvements to processes.
• Taking ownership of any issues occurring during shifts, effectively managing the issue and taking the most efficient course of action to minimize customer impact as well as workload.
• Recommend game and ticketing processes and optimize current game policies.
• Perform regular and ad-hoc reporting which may be required for further analysis.
• Train agents how to moderate players and user generated content.

• Provide email support for all games published and produced by Kabam.
• Technical troubleshooting for mobile devices for both iOS and Android

• Provide daily help to internal and external agents who need guidance in answering customer facing questions.
• Take lead on special projects using agile project management methodologies, such as scrum an delegation of tasks to agents with clear, concise, and achievable goals using Kanban.
• Grade agents work by reviewing customer satisfaction scores and routinely providing constructive feedback on areas of development at their current job.
• Maintain high ticket quality by reviewing customer satisfaction scores to routinely provide constructive feedback and coaching in areas of development for their current jobs.
• Help create and maintain support related policies, tool documentation and chat filters using Community Sift.
• Provide one-on-one developmental planning and training for agents.
• Participate in weekly testing sessions for Dreadnought.
• Trained off-site foreign language team on basic and advance technical troubleshooting methodologies.

Special Projects:

• Created new support policies to help mitigate potential bottleneck of backlogged customer tickets.
• Leadership role on a special project for script writing for customer facing videos, and compiled competitive analysis of games in similar genres.
• Head up special outings for team building and team interaction.

• Provide support and troubleshooting for Time Warner Cables products.
• Assist field technician when required.

• Provided prompt and professional customer support via email and chat for players of Castle Empire Online/The Settlers Online within the NCSA-EN region.
• Played a key role in community management by moderating forums, social media platforms, and in-game chat to foster a positive and inclusive gaming environment. Answering game-related support tickets using the OTRS ticketing system.
• Additionally ran daily, weekly, and monthly contests to keep the community active and happy.

• Provide continuous support and community management for Might and Magic Heroes Kingdoms.

• Provide phone and email support for all current and past Ubisoft titles, on all major platforms, including consoles, PC and Apple products.

• Support team member for the launch of Age of Conan.

• Helping customers find and purchase products.