Brandon James

Senior Player Support Agent/Analyst – Tier

Kabam

Jun 2022 - Mar 2025 (2 years 10 months)

■ Serve as a third-level escalation resource for player support agents to provide ■ Leverage tracking software such as Jira and Trello to assess the state of the game and current player experience to create policies for agents to utilize to improve player satisfaction and ticket resolution times ■ Developed custom dashboards and data visualization tools to conceptualize and analyze tickets to identify, evaluate, and propose solutions to leadership regarding quality feedback and trends on tickets handled by our global agents ■ Built support agent tools using Google Sheets to facilitate the organization and analysis of player accounts to improve agent support experience ■ Built out bug report analysis to have a holistic view of problems playe

Support Agent II/Analyst - Tier 2

Kabam

Jan 2021 - Jun 2022 (1 year 6 months)

As a Support Agent II/Analyst - Tier 2, I served as a second-level escalation resource for player support agents, providing guidance and coaching while effectively handling complex player issues. I partnered with Live Operations, the game team, and Global Partners to identify and implement solutions for escalated concerns, ensuring a seamless player experience. My role involved analyzing and reporting on agent and ticket trends to leadership, collaborating on actionable solutions and policies to address identified trends. Additionally, I began my data analytics journey during this position, taking courses to earn certifications and enhancing my skills in data analysis and visualization. This foundational experience allowed me to leverage to

Support Agent

Kabam

Jun 2018 - Jan 2021 (2 years 8 months)

■ Served as a second-level escalation resource to handle more complex player issues ■ Provided frontline gameplay and other player support by handling web ticket inquiries regarding our mobile games and player accounts within KPI metrics and policy ■ Reviewed and communicated current game policies and mechanic changes to players through support channels and assisted with maintaining and updating the internal Knowledge Base tools

Product/Client Support Specialist

Vertafore

Jul 2017 - Sep 2017 (3 months)

■ Provided superior support to clients by handling inquiries regarding our software products and services, with daily volumes averaging over 100 emails a day ■ Ensured clients complied with both State laws and NAIC and FINRA licensing regulations; partnered with product development, IT support, and other internal teams to escalate software issues and follow through with solutions for clients

V

Production Coordinator

Viking Group Inc.

Oct 2013 - Jul 2017 (3 years 10 months)

■ Coordinated and oversaw production, partnering with schedulers, drivers, and production associates to provide necessary documentation and support to meet requirements ■ Maintained and improved product documentation, technical datasheets, and scrap reports throughout the production timeline ■ Drive lean production methods to achieve a concise and cost-effective product output by accounting for fluctuations in staffing and inventory

About

Detail

Timeline

Résumé