Kevin Tita

Experience

• 

  Gendarmerie Nationale

  Jan 2005 - Jan 2006

  Gendarme adjoint volontaire

  Peloton de surveillance et d'intervention de la Gendarmerie.

• 

  Self-employed

  Dec 2006 - Aug 2015

  Art et spectacle

  Disc Jockey / Animateur saisonnier - groupe Annie Famose - Avoriaz & Biarritz.

• 

  Ubisoft

  Nov 2016 - now

  Key ResponsibilitiesStrategy Development and Execution:• Scope, create, and implement support service strategies aligning with Ubisoft product goals.• Ensure a shared understanding and direction of strategy and targets within the CRC.Stakeholder Engagement:• Cultivate and maintain strong relationships with key stakeholders.• Understand stakeholder needs, expectations, and roadmaps to drive CRC strategy.• Represent service needs and advocate for prioritization within the CAB structure.Service Performance and Improvement:• Monitor overall service health and performance, identifying areas for improvement.• Develop and implement service standards and procedures within the CRC.• Lead contributions to a continuous improvement register and manage a backlog for service enhancements.Communication and Collaboration:• Manage internal and external communications regarding services within your portfolio.• Engage in existing Ubisoft ceremonies and organize key ceremonies utilizing the ITIL framework to enhance service delivery.Stakeholders Focus:• Maintain stakeholders relationships and resolve service problems.• Address stakeholders feedback and define core service KPIs and objectives to drive performance.Mission• Ensure alignment and clear direction of strategy and targets.• Maintain and nurture stakeholders relationships.• Resolve service issues and address customer feedback effectively.• Define and drive core service KPIs and objectives.• Continuously improve service delivery through proactive management and refinement of practices Show less Since beginning my work at Ubisoft in late 2016 as a Technical Support Agent, I have progressed to my current position as Game Support Lead Assistant for the video game Far Cry 5. My role is to assist the Game Support Lead in reporting any issues or bugs within the game, working closely with the Producing and Marketing Team.My role also consists of actively preparing all relevant information about any scheduled events in relation to the game, ensuring the Customer Support Agents are ready to reply to any players queries. Show less Responsible for the level of quality delivered by the French, Italian and Spanish agents during their interactions with players via email and phone calls.Quality Assurance Specialist role consists of:- Ensuring that the level of quality required is maintained for each agent / player interaction via a monthly follow-up and personalized coaching sessions (what's good, what could be improved).- Monitoring customer satisfaction (Csat) in order to improve our processes and guidelines. Show less

  • Service Manager

    Jun 2024 - now

  • Associate Operations Manager

    Feb 2023 - Oct 2024

  • Team Leader - Customer support one-to-many (Forums/Discord/SoMe...etc)

    Oct 2018 - Feb 2023

  • Support Game Lead Shadow

    Jan 2018 - Feb 2023

  • Quality Assurance Specialist

    Sept 2017 - Jan 2018

  • Customer Support Agent

    Nov 2016 - Sept 2017