Scarlett Dowdy

Experience

• 

  Sleepy Giant

  Feb 2011 - Mar 2013

  • Managed transition process through stages of project production, including (but not limited to) staffing changes, feature changes and development, timeline alterations and Player Relations policy and procedure development. • Managed all Player Relations services • Provided strategic direction for the Player Relations team• Communicated to improve functionality relating to support and community tools, features, and identify support needs• Provided information and direction to implement features to Player Relations teams, which reflects client and producer requests• Monitored and communicated game and community trends using tools and reports• Provide weekly summary report on Player Relations operations• Communicates with clients and producers on events, updates and timelines• Built and executed in-depth community health reports to be distributed internally and externally in coordination with project producers• Ensured Player Relations milestones and deliverables are being met• Managed and executed staffing processes• Communicated to producers and clients regarding high-level issues related to billing, community and game direction or support• Managed Lead Support Representations in interaction, and monitor meetings, emails and review processes • Reviewed team quality to assure exceptional service to the client and community• Acted as first point of contact for all emergency escalations for the projects• Maintained morale and personal well-being across Player Relations teams Show less I led a AAA team in the support of a AAA brand!• Resolved Tier 3 & 4 support requests• Provided Tier 3 Billing Support, (call-backs, payment gateway use, processing)• Created, planned, and coordinated in-game events• Coordinated community engagement opportunities• Trained CSRs and Senior CSRs• Prepared and delivered bug reports• Led testing for basic quality assurance• Monitored ticket queue health and alerts• Provided basic coaching to team regarding ticket interactions, tools• Identify areas of risk and proposed preventation and resolutions• Supervised CSRs performance and quality control• Scheduled CSRs coverage hours and enforced attendance policy• Basic processing of CSR hours and payroll to management• Responsible for policy & procedure creation with management• Maintained the team reference documentation and training resources• Made recommendations to management for CSR accountability actions• Handled escalations from CSRs as first point of contact• Provided and documented performance evaluation of team• Created weekly reports to share internally and externally Show less Customer Support Representative working with AAA brand.• Resolved Tier 1 & 2 Support requests• Provided Tier 1 billing support• Provided Support Solutions via Community Forums• Monitored and moderate general topic forums• Prepared and proposed Community knowledgebase to address FAQs• Moderated in-game chat• Observed and assisted with community events• Prepared community summaries for client review• Monitored server and website stability• Communication and escalations to project management• Documented and presented game & website issues to management• Performed basic QA functions Show less

  • Player Relations Supervisor

    Oct 2011 - Mar 2013

  • Lead Support Representative

    Apr 2011 - Oct 2011

  • Customer Support Representative

    Feb 2011 - Apr 2011
• 

  ModSquad

  Apr 2013 - Aug 2015

  Project Management

  • Managed transition process through stages of project production, including (but not limited to) staffing changes, feature changes and development, timeline alterations and Player Relations policy and procedure development. • Managed all Player Relations services • Provided strategic direction for the Player Relations team• Communicated to improve functionality relating to support and community tools, features, and identify support needs• Provided information and direction to implement features to Player Relations teams, which reflects client and producer requests• Monitored and communicated game and community trends using tools and reports• Provide weekly summary report on Player Relations operations• Communicates with clients and producers on events, updates and timelines• Built and executed in-depth community health reports to be distributed internally and externally in coordination with project producers• Ensured Player Relations milestones and deliverables are being met• Managed and executed staffing processes• Communicated to producers and clients regarding high-level issues related to billing, community and game direction or support• Managed Lead Support Representations in interaction, and monitor meetings, emails and review processes • Reviewed team quality to assure exceptional service to the client and community• Acted as first point of contact for all emergency escalations for the projects• Maintained morale and personal well-being across Player Relations teams Show less

• 

  NCSOFT West

  Aug 2015 - Feb 2019

  •Coordinate resources and facilitate communication during live deployments•Manage risks and resolve issues that affect release scope, schedule and quality•Communicate all key project plans, commitments, requirements, QA plans, schedule, and scope changes•Manage relationships and coordinate work between different teams at different locations•Conduct formal reviews to determine launch readiness for large and small projects•Produce deployment run books, launch plans, process, post-mortem and other documentation•Manage release documentation from planning through execution and review•Assist in the creation of departmental reports•Ensure partner teams (Community, QA, CS, etc.) are receiving the information they need to support the release process in a timely fashion•Be a point of contact for emergency support for the live products•Collate and disseminate feedback to relevant departments Show less •Coordinate resources and facilitate communication during live deployments•Manage risks and resolve issues that affect release scope, schedule and quality•Communicate all key project plans, commitments, requirements, QA plans, schedule, and scope changes•Manage relationships and coordinate work between different teams at different locations•Conduct formal reviews to determine launch readiness for large and small projects•Produce deployment run books, launch plans, process, post-mortem and other documentation•Manage release documentation from planning through execution and review•Assist in the creation of departmental reports•Ensure partner teams (Community, QA, CS, etc.) are receiving the information they need to support the release process in a timely fashion•Be a point of contact for emergency support for the live products•Collate and disseminate feedback to relevant departments Show less

  • Live Operations Producer

    May 2017 - Feb 2019

  • Release Manager

    Aug 2015 - May 2017
• 

  Riot Games

  Feb 2019 - now

  Release Manager

  As a Release Manager, I'm a part of the team responsible for updating and deploying League of Legends across the globe. I'm involved with improving the League of Legends delivery pipeline with a continuous delivery mindset, using both process and technology at our disposal. With my experience over the last 4 years, I understand what fuels games as a live service and have a passion to improve the experience for internal developers getting content out the door, and more importantly, the players. I'm a communication expert able to craft efficient and clear messages to any size group or situation. I wrangle process and organize teams to keep momentum building, fostering teamwork and continuous improvement across the organization. And of course, I'm living my dream! Show less