User:Pilac09/sandbox

PS2
 * spectral souls
 * neverland card battles
 * eternal poison
 * chaos wars

PC games
 * The Incredible Adventures of Van Helsing
 * Marvel Heroes (video game)
 * TERA mmo
 * frog fractions

Apps:
 * Badabing!
 * StealthGenie
 * Creepy
 * nametag


 * adventures to go
 * ragnarok tactics
 * Lord of Apocalypse psp
 * Summon Night 5
 * Gungnir PSP
 * blazing / spectral souls
 * ys seven
 * White Knight Chronicles: Origins
 * Generation of Chaos: Pandora’s Reflection
 * 7th Dragon 2020-ii
 * Fairy Tail Portable guild 2
 * cladun this is an rpg
 * final fantasy type 0
 * dungeon siege throne of agony
 * heroes trails in the sky

Random:
 * Monster Hunter Frontier Online
 * brave frontier
 * Chevalier Saga Tactics
 * Hartacon Tactics
 * MechWarrior Tactics
 * song summoner
 * Lionheart Tactics

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Roles 1. Responsible with training new hires/ cross trainees 2. Responsible with communicating vertical specific updates and/or vertical impacting updates 3. Analyzing trends of tickets and identifying volume sources or potential volume sources 4. Setting action plans and resolution on forecasted volumes based on analyses 4. Working closely with the responsible internal teams for growing volumes including the application of pressure when required 5. Provides support for the team related to utilizing tools and expanding knowledge base in resolving tickets 6. Initial review of new tickets in order to identify non-billing concerns and route to the proper teams 7. Ownership of escalated and aged tickets, including RCA 8. Coaching and 1-1 with reps that are falling below statistical threshold 9. Serve as back up lead, mostly during the hours/days that lead is OOO 10. Send daily report of ticket reviews

Achieve 1. Trained more than half of the billing team population 2. Documented the procedures in addressing common billing inquiries which started from 8. There are at least 30 at the moment and is increasing. 3. Studied and learned a number other features of tools that increased the utility of basic research tools 4. Decresed the dependency to 2nd level support by working with these support teams and noting the research steps that can be done by Tier1 using existing resources or by requesting additional accesses to these resources 5. Improved the team's resolution rate by increasing the team's scope and responsibility, effectively decreasing dependency on 2nd level support teams through increased clients' trust. This was achive by improving partnership with different internal teams which is beyond the expectations from tier1 team. 6. The current first team resolution rate of 80% was improve from an estimated 30%, the initial rate when wave 1 team was trained 2 years ago 7. part of the development of: real time customer surveys, updated internal support User Interface and billing team knowledge base 8. Proposal of role and scope re-allocation of local support teams for the purpose of improving efficiency and elliminating redundant and no-value adding taks. 9. Unified the billing teams of different locations which elliminated unhealthy competitions, disconnections on processes, unsynced updates, and trust issues with team statistics. The billing team became a role model of teamwork globally within the community by virtually reversing the mentioned issues within each team. It even caused a healthy competition within the team which is by offering to take on more and more tasks that benefits all teams which was not intended

Intro Billing team is the tier1 support for B2B billing concerns. The team is the front liner for initial inquiries and is responsible with resolving 80% of billing concerns using all tools available for tier1. For the difference of 20%, the Billing team is then responsible for obtaining the resolution from internal non-customer facing team by relaying the outlying concern/root cause.

The 2nd level support teams has varying but limited scopes and skills, and a ticket may involve more than 1 support team to be resolved. The Tier1's role in such is identifying what is the actual concern and/or trigger of the issue then serve as the mediator between the 2nd level support teams and the customer as well.