Experience

Riot Games

• United States
• Computer Games
• 700 & Above Employee

• Associate Producer

  • Jan 2023 - Present

  As an Associate Producer for Riot's Global Player Support studios, I collaborate with game teams, engineering teams, and regional support leadership to ensure that our work (documentation, policy, process and tooling) empowers amazing player support experiences and allows teams to meet successful KPIs. The products I help support include VALORANT, Legends of Runeterra, and Riot Forge titles. Additionally, I work on escalated support cases from all regions we support and ensure the needs of these players are met through discussion and decision making alongside our support teams. Show less



Dunn Lumber

• Wholesale Building Materials
• 100 - 200 Employee

• Training Coordinator

  • May 2022 - Dec 2022

  Developed and wrote training modules on a basic LMS system to distribute company-wide. Reviewed entry-level company issues to apply or create training for employee growth. Used surveys and interview research methods to help promote improved training opportunities.

• Sales Associate

  • Mar 2021 - May 2022

  Delivered memorable shopping experiences to contract workers and home owners alike by being friendly, personable, and knowledgeable about products we sell.



Keywords Studios

• Ireland
• Computer Games
• 700 & Above Employee

• Contact Experience Specialist (Riot Games Contract)

  • May 2018 - Sep 2020

  Owner of training, documentation, process development, and subject matter expert for the Player Behavior & Game team in North America. Ambassador for Riot culture, supporting players, and helping agents grow.• NA subject matter expert in Player Behavior & Game issues. Responsible for T3 tickets, assisting agents with questions, and providing information on varying topics as asked.• Facilitated several new hire classes, including a pilot team in Manila, PH. Tracked nesting progress in Google Sheets and used their data to coach agents and their team leads on how to improve the agents’ work moving forward.• Developed new processes and revised old processes as needed with the help of NA and Global SMEs, as well as agent feedback, to best support both players and our office. Designed and updated documentation of said processes for agents to use when responding to players in tickets or live chat. • Collaborated with Riot product teams to fulfill training needs, develop processes for emergent issues, and assist agents globally in Slack as they acclimated to new products. Show less

• Player Support Specialist (Riot Games Contract)

  • Feb 2015 - May 2018

  Assisted players with their issues using Zendesk’s ticketing and live chat systems. Excelled in KPIs across multiple disciplines and ticket types. Used external tools to effectively respond to players without losing a personal touch. • One of the first agents to be cross-trained across multiple disciplines, due to excelling in KPIs, to assist where the office needed extra hands. • Answered in-depth questions regarding the game, account status, and events. Helped players to understand our rules and behavior systems to avoid account penalties. • Helped to recover lost accounts to players through data-matching investigative processes. • Assisted players through hardware, software, and connection based tech issues via game and computer log diagnosis. • Documented player harm threats for local authorities to investigate. Show less



Amazon.com

• United States
• Retail
• 100 - 200 Employee

• Seller Support Associate

  • Jul 2014 - Feb 2015

  Supported third-party sellers on Amazon to manage accounts, item postings, and inventory. • Helped sellers to fulfill their digital Amazon storefronts through email and phone call conversations • Delivered step-by-step processes to sellers so they could learn how to manage their stores • Assisted sellers in managing lost or damaged units in warehouses via ticketing system to warehouse workers Supported third-party sellers on Amazon to manage accounts, item postings, and inventory. • Helped sellers to fulfill their digital Amazon storefronts through email and phone call conversations • Delivered step-by-step processes to sellers so they could learn how to manage their stores • Assisted sellers in managing lost or damaged units in warehouses via ticketing system to warehouse workers