Fernando Ferri

Experience

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  J3P Propaganda

  Feb 2010 - Sept 2012

  Producer
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  Newstyle

  Oct 2012 - Apr 2013

  Executive Producer
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  Riot Games

  May 2013 - Apr 2017

  Main responsibilities and skills:● Optimize workflows by using Agile and traditional PM methodology.● Drive continuous improvement within the team.● Increase efficiency of processes.● Establish accountability structures.● Ensure sustainable pace.● Manage and mitigate risks.● Leveraging local projects with: progress tracking, process improvements, teamalignment, and Internal/external communication.● Experience with the following tools: Asana, Jira, Trello, Favro and Confluence.● Pulling and reading data from Database and Analytics.● Led the recruiting process for Player Support for a couple years: Finding candidates, reviewing applications, handling the candidate's logistics, scheduling interviews and being part of the interview panel when necessary. Show less Main responsibilities and skills:● Investigated, troubleshooted and solved player-facing billing and account issues.● Analyzed billing and payment metrics, and results in order to plan and prepare theteam to deal with payment issues.● Developed training and guidelines.● Good relationship with vendors and partners. ● Supported E-Commerce initiatives and sales.● Identified potential pain points and emergent issues with other teams and externalvendors.● Supported several projects inside Player Support with documentation, prioritization and execution.● Interviewed candidates for internal and external teams.● Experience with the following tools: Zendesk, GoodData, Office and Google package.● Assisted other departments as necessary. Show less

  • Player Support Project Coordinator

    Jan 2014 - Apr 2017

  • Player Support Analyst

    May 2013 - Dec 2013
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  Wildlife Studios

  Jul 2018 - Jul 2023

  As a Communications and Community Manager, I have successfully implemented strategies that have significantly enhanced the public-facing communication, social, and marketing efforts of our products/games. By maintaining alignment between departments such as Player Support, VIP, and Product, I have fostered a cohesive and efficient workflow.One of my key achievements has been leading and managing a talented and dedicated team consisting of 5 Community Managers, 2 Community Assistants, a Content Creator Manager, and over 10 community moderators. Through effective leadership and collaboration, we have successfully executed various community engagement initiatives, resulting in increased user satisfaction and brand loyalty.In my role, I play a pivotal role in critical decision-making processes within the Community team. I actively contribute to setting up the yearly budget, hiring exceptional talent, defining quarterly Objectives and Key Results (OKRs), and more. By providing valuable insights and strategic guidance, I have ensured the team's objectives align with the overall organizational goals, leading to measurable success.Additionally, I have taken charge of managing the VIP/Loyalty program for our flagship product, Zooba: Zoo Battle Arena. This program has proven instrumental in boosting player engagement and spending, while simultaneously offering exclusive and exciting benefits to our valued players. Through careful analysis and data-driven decision-making, I have continuously optimized the program to maximize its effectiveness and drive positive results.By leveraging my exceptional communication skills, I have fostered strong relationships with internal stakeholders, external partners, and the wider gaming community. I have successfully represented the company in various industry events, conferences, and networking opportunities, further enhancing our brand reputation and expanding our reach. Show less Community Management • Monitor social media channels, such as Facebook, Twitter, Instagram, YouTube, and Discord, to identify common player issues and discussion patterns.• Managed a team of 10 moderators from all over the world to provide and maintain a healthy and fast-paced environment, so we could provide a robust and reliable community while being aware of players' needs and pain points. • Advocate internally on behalf of the player, ensuring that company and development priorities are informed of player needs.• Production of all sorts of content (image, video, events) with a focus on growth and engagement.Department Responsibilities• Setting up social media channels for new products.• Coordinating product launches on social channels.• Setting Community discipline's vision, mission, and strategy.• Leveling up the team's craft.• Team management: defining the structure, hiring, and coaching direct reports.Business Intelligence• Design and produce community-related analyses and reports to track success and help identify improvement areas and player sentiment.• Constantly looking at current and potential competitors and generating benchmarks to keep ourselves informed and up to date on the latest practices and releases in the industry. Show less

  • Communications & Community Senior Manager, Team Lead

    Feb 2021 - Jul 2023

  • Community Manager

    Jul 2018 - Feb 2021
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  Supercell

  Oct 2023 - now

  Community Management - Clash of Clans