Thomas Humbert - Social Team Lead French Team

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Resume created on DoYouBuzz

Experiences

Being the point of contact for Support Agents about news and information for the game, assist with troubleshooting and known issues
Creating regular reports, reporting new issues
Working closely with Game Dev Team, and representing EMEA CS during Frontline Calls
Escalation Handling
Creating Subjectlines and knowledge articles for coordination between agents

Acknowledging and resolving customer issues by various troubleshooting
Managing incoming customer inquiries
Ensuring customer satisfaction
Constantly acquiring new knowledge about current activities on all company sector (PC, consoles, mobile, shop)
Working on Queue Profiling, to ensure the ticket are handled in the best and fastest way possible.
On initiatives basis, check the daily stats and works accordingly to be the more efficient possible.
Buddying with Newcomers to show our processes and phone handling, learn them to be autonomous.
Help the Team Lead when needed with tasks like ROTAs and daily plans when not available.

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Customer Assistance
Stock Management
Shelf-filing and labelling

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Customer Assistance
Stock Management
Console seller

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Assistance to customer
Promote company brand
Cash Handling

Cash Handling
Customer Assistance
Conflict Management

Education

Computer Technology / Computer Systems Technology

Baccalaureat Scientifique

Skills

Customer Satisfaction

Team Leadership
Team Spirit
Organized
Dedicated

PC Games
Console Games
Salesforces
Jira

Interests

Video Games

Electronic
Metal

Films and Series