Fabien Dupont

Fabien Dupont Europe based • Open to relocation • EU citizen • No visa required PROFILE Customer Support Operations Manager with 12 years of experience driving global support excellence, improving KPIs, and scaling multilingual operations. Expert in Zendesk, automation, AI chatbots, knowledge management, localization workflows, and BPO/vendor management. Strong background in support processes, tooling, and customer experience improvements across multiple regions. EXPERIENCE Associate Producer, World of Tanks (PC) MARCH 2024 – APRIL 2025 | Wargaming, Nicosia, Cyprus Participated in a temporary internal program offering an introduction to software and game production, aimed at broadening my skills and exploring potential career paths outside operations. Gained exposure to production workflows and cross-functional collaboration, confirming that my strongest expertise remains in operational project management and customer support operations. Head of Customer Support Operations APRIL 2021 – MARCH 2024 | Wargaming, Nicosia, Cyprus Led the Customer Support Operations function, driving operational excellence and scalable support across multiple regions. Managed Project Managers and operational specialists (Knowledge Base, automation, QA) and oversaw global vendor and BPO operations to improve tools, workflows, and systems supporting Customer Support. • Defined and managed the global support sourcing strategy (in-house vs BPO), evaluating vendors based on language coverage, operating hours, costs, and quality. Oversaw BPO performance through regular reviews, SLA monitoring, and KPI alignment, resulting in lower operational expenses and stronger service consistency across regions. • Deployed Unbabel’s AI translation platform in Zendesk, improving multilingual operations. Reduced First Response Time by 6 hours and Average Resolution Time by 9 hours, generating €25K in annual savings. (article here). • Managed the development of automations through the Zendesk API to enable automated replies when no CSR input was needed, improve ticket routing and tagging, and pull relevant backend logs directly into Zendesk to reduce manual searches. These initiatives reduced the volume of tickets manually handled by CSRs by 56%. • Led a 5-year initiative to optimize 2FA SMS delivery, moving from a CIS-focused vendor setup to a global multi-vendor platform with location-based routing and failovers. Achieved a 59 percent cost reduction (from €440K to €180K) and improved reliability through RFPs and contract renegotiations. • Owned the external Knowledge Base as a core operational product. Built JIRA-based article workflows that enabled faster localization across 15 languages and improved global content scalability. • Created the global Customer Support Tone of Voice guide, aligning communication standards across Eastern European, Asian, and Western teams. • Built support operations and community engagement for new games entirely from scratch, establishing systems, processes, and player-facing strategy. Senior Customer Support Operations Project Manager APRIL 2017 – MARCH 2021 | Wargaming, Nicosia, Cyprus Oversaw major Customer Support Operations initiatives, including tooling improvements, workflow optimization, forecasting, training, reporting, and the onboarding of new game titles into global support services. • Introduced Zendesk in order to manage monthly 350k tickets across 14 languages and leading to a 5x improvement in ticket resolution time. Additionally, developed a self-service portal integrated with the Zendesk Knowledge Base to enhance self-help capabilities (article here). • Conducted analysis of Player Support trends, including self-service options and AI-driven automation. Delivered insights to product teams to shape support strategies aligned with audience needs, market demands, and budget constraints. • Acted as the primary liaison for product teams, managing the onboarding of new games into Player Relations services. Responsibilities included forecasting, technical integration, operations setup, knowledge base management, training, and reporting. Customer Support Operations Project Manager SEPT. 2016 – MARCH 2017 | Paris, France Supported the Customer Support department in implementing tools, processes, and activities to the highest quality standards; defined project objectives, schedules, resource requirements, and budgets to align with departmental goals. Customer Support Team Lead SEPT. 2012 – AUGUST 2016 | Paris, France Managed and developed a team of 15 CSRs, improving key support metrics, workflow efficiency, and cross-department collaboration. Led operational projects including event support, social media customer operations, capacity planning, and process optimization, ensuring consistent service quality across multiple regions. EDUCATION Sophia University Tokyo, Japan Master of Arts, Japanese Language and Literature University of Paris-Nanterre 2008 Paris, France Master of International & Strategic Management; Major in Marketing 2007 ADDITIONAL INFORMATION Certifications: PMI Agile Certified Practitioner (PMI-ACP), Project Management Institute; Agile Project Management Foundation, APMG International. Languages: French (Native), English (Full professional), Polish (Conversational). Tools: Microsoft Office, JIRA & Confluence, Zendesk (Support, Guide, Explore), Tableau, Trello, Miro, Unbabel, SharePoint.