Experience

Alchemic Dream

• Canada
• Computer Games
• 1 - 100 Employee

• Team Leader - Customer Support

  • Mar 2009 - Present

  Teamleader responsabilities: - Managing a team of customer support agents, responding to their needs - Producing weekly quality and efficiency reports, taking necessary actions on negative performances - Maintaining a good, colloquial work atmosphere and morale without having met most colleagues in real life - Encouraging and rewarding my agents - Constant professional communication with our clients - Training new agents - Spotting new business opportunities and reporting to management - Weekly conference calls with our client - Monthly QA calls with my agents to talk about performance and ongoing issues and to give and receive feedback about the project Customer Service responsabilities: - Collecting and forwarding bug reports with reproduction steps to the developers, being the link between the developers and the players - Investigating and taking actions against players who have been reported for bad behavior - Account Support (E-Mail address changes, account recovery) - Billing decision responsability (approve or decline transactions to prevent fraud) Show less