Epic Games 

August 2020 - Current

Epic Games Season Launches

  • Rocket Racing (2023-Current)

  • Fall Guys (2022 - Current)

  • Rocket League Sideswipe (2021 - Current)

  • Rocket League (2020 - 2022)

Epic Games Product Launches

Rocket Racing Launch

  • August 2022 - December 2023

    (Current Product Owner)

    • Created a scope for the product, understand what is needed at launch, and built a scalable support structure.

    • Gathered approvals for all external communications, and then worked with the Localization Team to ensure all communications were localized in all support languages.

    • Worked with the Psyonix Tool team to created a backend for agents.

    • Trained agents.

    • Created and led studio-wide meetings.

    • Oversaw launch, gathered feedback and handled escalations.

    • Conducted a retrospective post-launch.

Fortnite Lego & Big Bang Launch

  • 2 years.

    • Acted as the point person for Rocket Racing.

    • Assisted in the carrying out of the Fortnite update that introduced Fortnite Lego and Rocket Racing and Fortnite Festival.

    • Assisted in playtests.

    • Contributed to the promotional marketing planning process.

App Store Support

  • 6 months.

    • Worked with Google and Apple to ensure all guidelines were followed.

    • Worked with our vendors to curate training and coaching.

    • Wrote the processes tied to App Store support.

    • Created automated analytics and delivered reports to all stakeholders on a weekly cadence.

Fall Guys Free for All Launch

  • 2 months.

    • Worked with Game Devs to understand the potential incoming volume.

    • Updated and created internal and external articles.

    • Conducted agent training,

    • Worked with the Mediatonic team on the day of release to locate bugs, escalate issues, and gather feedback.

Fall Guys Creative Launch

  • 3 months.

    • Created a scope for the product, understand what is needed at launch, and built a scalable support structure.

    • Gathered approvals for all external communications, and then worked with the Localization Team to ensure all communications were localized in all support languages.

    • Worked with the Mediatonic Tools team to create a backend for agents.

    • Trained agents.

    • Created and led studio-wide meetings.

    • Oversaw launch, gathered feedback and handled escalations.

    • Conducted a retrospective post-launch.

Rocket League Sideswipe Launch

  • 1.5 years.

    • Created a scope for the product, understand what is needed at launch, and built a scalable support structure.

    • Gathered approvals for all external communications, and then worked with the Localization Team to ensure all communications were localized in all support languages.

    • Worked with the Psyonix Tool team to created a backend for agents.

    • Trained agents.

    • Created and led studio-wide meetings.

    • Oversaw launch, gathered feedback and handled escalations.

    • Conducted a retrospective post-launch.

GDPR

  • Manual Account Deletion: 1 year

    Implementation of automated & updated Process: 1 year

    • Originally worked on deleting accounts as per request.

    • Looked into ways to automate this process for a better player experience.

    • Worked with Epic Legal and the Tools team to update the GDPR process to include multiple titles, allow for self-service, and get faster service that fit within the GDPR guidelines.

Agent Tooling

  • Ongoing.

    Each product release requires new tooling, which on average takes 6 months.

    • Work with Game Developers to understand the scope.

    • Create user stories from the perspective of our agents.

    • Work with the Tools team to create, test, and release each tool.

    • Work with the Tools team to implement updates to the tool based on agent feedback and demand.

Social Media Support

  • 3 months.

    • Scouted different platforms to best manage a support structure.

    • Worked with the community team to create expectations.

    • Trained agents.

    • Created automated analytics to deliver to Game Developers.

Cabined Accounts (COPPA)

  • 2 months.

    • Rewrote processes to better align with the new policies.

    • Handled agent training.

    • Worked closely with the Epic Legal team to ensure a positive player experience as we transitioned to Cabined Accounts.

    • QA Tested the Cabined Account experience for Rocket League Sideswipe.

Spike Management

  • On-going.

    • Work with vendor partners to ensure that we are adequately staffed and prepared for big spikes.

Fall Guys Support Integration

  • 6 months.

    • Led the Mediatonic to Epic merger.

    • Hosted all meetings between the two studios.

    • Redesigned Fall Guys Support to fit within Epic’s style.

    • Rewrote all articles, prepared agent training, anticipated demand, and crafted a plan for spike management.

    • Held a retrospective on how the merger went after completion.

Rocket League Free to Play launch

  • 2 Months.

    • Worked with Game Devs to understand the potential incoming volume.

    • Updated and created internal and external articles.

    • Assisted with agent training,

    • Worked with the entire Psyonix team on the day of release to locate bugs, escalate issues, and gather feedback.

Help Center Redisgn & Launch

  • 6 months.

    • Created a mock website to give to the web development team as inspiration.

    • Presented the mock-up to several stakeholders to gather buy-in.

    • Worked with the Web Development team to carry out the implementation of the new website.

7-11 Ad Campaign & Support

  • 6 months.

    • Communicated with the 7-11 team to understand the scope of the product, and their expectations and advocate for the best player experience.

    • Handled internal communications on the project.

    • Created documentation and training for agents.

    • Wrote internal and external articles for our Help Center.

    • Worked with the Tools Team to ensure capacity.

    • Handled all escalations and reported back to Psyonix and 7-11 Stakeholders to quickly solve issues.

Other Initatives

 Job Experience

  • ( March 2023 - Current)

    • Coordinate Fall Guys and Sideswipe releases, create training materials, and write and edit internal and external help center articles.

    • Work closely with product stakeholders on an international level.

    • Communicate trending issues and created and analyze product data reports.

    • Assist in vendor management by collaborating with team leads and managers to provide feedback, training, and support for career development.

    • Participate in playtests to provide feedback on upcoming features.

    • Plan support needs and budget on a quarterly basis.

    • Travel to support summits and vendor sites to foster team development, improvements, and boost morale.

    • Partner with our Tools team to deliver agent feedback and improve their workflow.

    • Escalate upcoming issues and bugs to the Epic, Psyonix, and Mediatonic development teams, coordinate player communications, and arrange necessary compensation.

    • Analyze top ticket drivers and developed solutions to reduce incoming tickets by strategizing, examining costs, and proposing potential resolutions.

    • Advocate for players, escalated requests, and helped prioritize the product roadmap.

    • Conduct playtests for unannounced projects, documented findings, and communicate with stakeholders.

    • Prepare for the worldwide launch of the unreleased project by developing agent knowledge bases and working with stakeholders to align operations and ensure a positive player experience.

  • May 2022 - March 2023

    • Led the integration of Fall Guys into Epic Support, facilitating collaboration between three studios for a seamless transition.

    • Created comprehensive training materials for agents, covering game mechanics, troubleshooting, and support scope.

    • Actively participated in playtests and effectively allocated support resources based on identified needs.

    • Collaborated with the Tools team to enhance agent workflow and optimize support operations.

    • Conducted analysis of ticket drivers, implemented strategic measures to reduce incoming tickets, and advocated for players' needs.

    • Conducted playtesting for unannounced projects, ensuring preparedness for worldwide launches and delivering a positive player experience.

  • October 2021 - May 2022

    • Collaborated with the Sideswipe team to ensure a successful worldwide game launch.

    • Coordinated releases within the support department, including creating training materials and writing/editing internal and external help center articles.

    • Escalated incoming issues to the Sideswipe development team for prompt resolution.

    • Maintained a high average Customer Satisfaction (CSAT) score of 90% or higher.

    • Assisted in the integration of Psyonix into Epic Support.

  • August 2022 - October 2021

    • Wrote and edited internal and external help center articles.

    • Handled incoming escalations and worked with Epic Legal where needed.

    • Provided coaching and feedback to our vendor teams.

Next

Super League