Steve Kim

Experience

1. Application Admin

   Riot Games

   Mar 2019 — Present

   Launched new Social Moderation Tools for 90 users and 60 channelsAssisted and Coordinated multiple launches for Omnichannel solutions to players, Migrated 60 existing support channels to new Omnichannel Solution, Avg of 80k MAU, Peak 140k MAU. Avg CSAT 82%Collaborated with a team for PS Agents to help plan a support model for 2.1 mil players migrating from Garena to Riot, Coordinated teams to ensure the smooth transition of SEA Player Support for the highly anticipated Publishing takeover of League of Legends from Garena, Designed, coordinated and facilitated meetings with vendors and Rioters to get us to launch.Successfully launched automated solutions to improve player experience and streamline support processes, Created automated app review to help respond to 30% of reviews, Increase in app store rating by ~.5 each quarter, Implemented a framework to allow PS operations to be able to deploy automated responses to players in under an hourDesigned and deployed a new contact routing system based on research on Country/Regional compliance needs, Reduce the number of business rules from approximately 800 to 300 to decrease the complexity and increase resilience of the underlying systems.Onboarded Korea Player Support into Zendesk, effectively migrating from Riot Korea\'s custom Ticketing software, Collaborated with Korea Player Support to understand their needs,Worked with KR Tech to build scripts to handle the migration of ticket data

Education

• UC Davis

  Biochemisty

  2001 — 2002