WORK EXPERIENCE
Keywords Studios—Manila January 2022 – July 2022
Player Support Agent
Deliver timely, accurate, and respectful answers to customers’ questions and issues
Utilize the internal ticketing system to log all requests and activities
Take ownership of Customer Service incidents and work to successfully resolve them
Escalate issues as needed
Wideout Workforces Inc., Manila March 2020 – December 2021
Proofreader
Proofs videos and creative contents, correcting all grammatical typographical or composition errors in addition to verifying information while ensuring brand style tone
Assist in maintaining style guidelines for content personality, tone, and voice
Exemplary aptitude and a proven ability for use of English language with regard to sentence structure, punctuation, paragraph formation, grammar, and proofreading skills
Prioritizes projects based on deadlines and resources ensuring deadlines are met and references are verified
Copy-edits required on occasion
Proactively recommend improvements to proofreading protocols
Ability to be flexible and work in a fast-paced, dynamic environment that is very structured
Strong organizational and time-management skills to prioritize heavy workloads to meet time-sensitive deadlines and minimize errors
Proven ability to multitask, exhibit flexibility, and remain responsive as demands change
For headcount deployment to new/existing accounts as needed
Other tasks may be assigned from time to time
Internet Game Solution and Consulting Philippines Inc. July 2018 – January 2019
Quality Control Specialist
Routinely checking customer service agents’ output for errors and inconsistencies
Creating profiles and report cards for each agent based on their daily output
Assist Team Leaders in coaching their agents through regular reports
Conduct education seminars for customer service agents whenever needed
Quality check game guides, game FAQs, community notices, and announcements
Make sure all output measures are up to company standards
Actively work towards further expanding and improving upon existing standards
Be able to maintain and update documented processes as required
Go Game Pte. Ltd. Philippine Branch May 2018 – June 2018
Community Manager
Maintains social network presence including Facebook, Twitter, and other social media platforms
Proposes and implements new ways to engage communities
Creates and implements online events for communities
Answers queries from Facebook, Twitter, official forum, and other official social media platforms
Escalates players’ concerns and issues coming out across the social media and forums to the respective teams either QA, GS, or HQ
Moderates official page through effective and proficient English communication
Provides reports on community feedback, buzz, and viral coverage
Assists in the development of game-related web content
Adish International Corporation February 2016 – April 2018
Social Application Support
Sub-Leader Tasks
Check quality assurance of tickets
Creates Google sheets required for operations
Reply/Escalation check for Operators
Creates templates for operations
Creates Reports, monthly KPI reports, and/or other game reports which are required by the client
Trains new operator/s
Covers for game support operations when other operators are unavailable
Other tasks assigned by the Team Leader for the team
Operator Tasks
Answers incoming emails from users
Game familiarization
Reports game issues to client
Updates team data for End of Day Reports
Gumi Asia Pte. Ltd. Philippine Branch March 2014 – April 2014
Game Support
Provides first-hand contact and resolution to players in Zendesk and Facebook
Researches and investigates clients’ concern
Maintains order in Zendesk and Facebook
Effectively communicate with customers to understand their needs and demands
Empathizes and takes ownership of every interaction
Escalates complicated issues to team leads
Monitors the temperature of the Facebook community by hiding spam and other negative posts
Applies proper sanction to Facebook users who exploit cheats, spam, and those who are using profane and foul words
Escalates important issues from Zendesk and Facebook to the rest of the team
Gathers customer suggestions and satisfies customer needs
Educates the players where applicable to prevent the need for future contact
Promotes in-game, Facebook, and forum events
Replies in free-hand English to address customers’ concern
Maintains a fun and cooperative gaming community
Experiences some random game testing and writing bug reports for escalations
Evaluate upcoming games and provide feedback that can help the support team
Work within a team and share information
Gumi Asia Pte. Ltd. Philippine Branch April 2014 – January 2015
Community Manager
Maintains social network presence including Facebook, Twitter, and other social media platforms.
Proposes and implements new ways to engage communities
Proactively creates and manages community-driven organic players acquisition and retention programs on a regular basis
Creates and implements online events for communities
Executes strategies that will build and grow the game community and player base in multiple territories
Answers queries from Facebook, Twitter, official forum, and other official social media platforms
Explores trends in technology to suggest new ways to grow and communicate with our player base
Escalates players’ concerns and issues coming out across the social media and forums to the respective teams either QA, GS, or HQ
Searches for top community leaders in multiple territories to assess the state of the player needs and build efficient two-way communication systems with communities
Moderates official website forums and updates in-game communication and announcements through effective and proficient English communication
Provides reports on community feedback, buzz, and viral coverage
Writing blog posts, articles, newsletters, communications materials, and material for social media channels
Assists in the development of game-related web content
Updates wiki posts for games.
IGG Philippines Corp. March 2013 – November 2013
Game Master Support
Establish rapport with the gaming community to understand player concerns and answer their queries on different platforms
Planning and organizing game activities
Provide excellent Customer Service by resolving users’ problems and concerns
Coordinate with Operations and Project Team for quality Game Customer Support
Resolve issues through Email support, Ticket support, Live Chat, Live Calls, and other channels of communication
Valofe Philippines (Formerly Ndoors Philippines) September 2011 – January 2013
Community Specialist
Community moderator for the official forum and social network sites (Facebook and Twitter) of the company’s published games.
Entertains players’ inquiries and feedbacks
Testing of in-game items on live servers for bugs and glitches
Updates the community of new game content by producing articles (e.g., game news, newsletters, reviews, and patch updates)
Produces viral posting, comment support, game promotion, hype voting, and other marketing promotions in external gaming community sites
Identifies and analyzes issues, patterns, and trends of the online game community
Produces concept art designs for the published games
Documenting and submitting daily and weekly reports to Game Departments
Suggesting and facilitating in-game events for the Operations Department
Monitors, tracks, and reports search engine performances, including trend analysis
Sykes Asia, Inc. May 2011 – September 2011
Customer Support Representative
Dealt with customers’ concerns regarding their hotel reservations, accounts & payment issues
Assisted in following up matters concerning reservations; processed refunds, bookings, confirmations, and other requests concerning hotel stay
Assisted in relocating customers, and assisted callers on phone directory inquiries
EDUCATION
TertiaryUniversity of Santo Tomas AB Asian Studies-, graduated
St. Pedro Poveda CollegeBS Education-
SKILLS
Fluent in Filipino and English (written and oral)
Knowledgeable in Nihongo(written and oral)
Working knowledge in Adobe Photoshop
Proficient in the Windows environment and MS Office (Word, Excel, PowerPoint)
Excellent drawing skills, with inclination to Anime and Manga. Please see artwork at cheachan15.deviantart.com
Multi-tasker, Teamplayer, Flexible
