I am a performance-driven Team Leader with over 8 years of experience in high-volume Player Support and Operations. I specialize in the "intersection" role—where frontline player experience meets backend technical reality. My mission is simple: to make support teams smarter, faster, and more data-informed.
I don’t just manage tickets; I manage the performance of the ecosystem. I build data visualization dashboards (Looker Studio/PowerBI) to identify anomalies before they become escalations, and I orchestrate cross-functional "war rooms" to ensure backend engineering and player support are always speaking the same language.
What I bring to the table:
• Operational Clarity: Transforming raw data streams into actionable KPIs and SLA-compliant performance.• Technical Liaison: Bridging the gap between players and engineering when game-breaking anomalies strike.• Behavioral Leadership: Moving beyond surface-level stats to conduct deep-dive RCA mentorship that actually changes agent behavior.• Tech-Forward Support: Leveraging AI (Gemini, ChatGPT) and advanced knowledge systems to streamline workflows and reduce TPH (Total Handling Time).
Core Competencies:Performance Metric Mapping | Dashboard Wireframing | Crisis Incident Management | Workflow Optimization | Talent Development | Data-Driven Coaching | Six Sigma White Belt.
I thrive in fast-paced gaming environments where the stakes are high and the metrics matter. If you are looking for a leader who values transparency, data, and proactive incident resolution, let's connect.
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