Baptiste Despois

Photographer - Business Owner @ Zenko Photography

About

As an experienced Customer Support & Outsourcing Manager with 13 years of knowledge in launching and operating AAA PC, console, and mobile games, I have built and led multiple high-performing support teams that deliver best-in-class services through the implementation of comprehensive training, coaching, and quality control programs. An experienced community builder, I have a proven track record in increasing the cost-efficiency of my teams by deflecting customer contacts utilizing self-help, social media, and knowledge base content. In addition to working in the industry, I am an avid gamer, which has given me a unique window into player expectations both in-game and when interacting with a publisher. I blend this first-hand knowledge with my deep experience using customer relationship (CRM) products — I am a Zendesk power user — to leverage extensive reporting data which further allows me to understand and anticipate customers' needs through the implementation of processes that drive high customer satisfaction scores and increase retention. One of the many things that I have learned after over a decade working in the gaming industry is that I love a challenge. Overcoming the myriad scenarios that can be presented to a customer service department gives me an opportunity to collaborate with other teams – a core pillar of my work style that has allowed me to successfully build customer support operations for new products from the ground up. Outside of my lifelong passion for video games, I have been a professional photographer since 2020. I provide a variety of services such as Editorial, Branding, Portrait, and Event & Wedding photography. If you are curious, you can check some of my work at https://www.zenko.photography/. My business provides me with wonderful learning opportunities to grow through handling all aspects of running a business and interactions with clients of diverse backgrounds.

Country

United States

City

Austin

Industry

Photography

Skill

Forecasting, Outsourcing Management, Analytical Skills, Communication, Project Management, Quality Control, Teamwork, Photography, Business Ownership, Contract Negotiation, Image Editing, Zendesk, Team Building, Knowledge Base, Employee Training, Customer Service, Microsoft Office, Social Networking, Team Leadership, Adobe Creative Suite

Experience

Photographer - Business Owner

Zenko Photography

2020-11 - Present · 5 yrs 11 mos

Austin, TX

I specialize in: - Visual Branding - Events - Portraits - Editorial Website: https://www.zenko.photography/

Customer Support & Outsourcing Manager

NCSOFT West

2017-4 - 2023-2 · 5 yrs 11 mos

Austin, Texas Area

Solely responsible for building, training, and management of NCSOFT Mobile & Console support teams in the West for all new title releases Increased retention of high spending customers by creating and managing an internal VIP program Spearheaded the creation of a Discord help channel, increasing deflection, and implemented the Mobile & Console CRM tool Acting liaison between internal and outsourced teams, providing regular training and coaching to all support teams, including international outsourced teams; creating and maintained training documents and procedures Maintained exceptional quality of customer care by designing quality control processes and supervising internal/outsourced support agent evaluations Supervised all customer satisfaction survey assessments, performing data analysis and interpretation to offer suggestions to leadership Managed public-facing customer service documentation (support site, social media accounts…), maintaining up-to-date and accurate information

Senior Customer Support Lead

NCSOFT West

2014-4 - 2017-4 · 3 yrs 1 mo

Austin, Texas Area

Liaised between internal and outsourced teams, managing various customer service teams in accordance with business needs to support all existing NCSOFT titles and launch new titles (WildStar, Blade and Soul, etc.) in EN/FR/DE/ES in a 24/7 environment Provided ongoing training and coaching to all support teams, including outsourced vendor teams on-site and remotely, creating official documentation and procedures that were in effect for over 8 years. Created and supervised quality control processes for all internal and outsourced support agents Assessed all customer satisfaction surveys and provided data analysis and suggestions to CS leadership

Customer Support Lead

NCSOFT West

2013-2 - 2014-4 · 1 yr 3 mos

Austin, Texas Area

Responsible for all FR/DE/ES customer service teams on all NCSOFT titles Managed the Language Support Team in a 24/7 environment Created, supervised, and performed quality control processes for all language support agents

WWCE Social and Community Team Manager

Electronic Arts (EA)

2012-10 - 2012-12 · 3 mos

Galway, County Galway, Ireland

Managed a full team of 24/7 customer support agents working in three different languages (EN/DE/FR) on support forums and social media platforms for all EA titles (including mobile games with Pogo, PC, console titles)

Customer Support Forums Team Manager

BioWare

2011-10 - 2012-9 · 1 yr

Galway, County Galway, Ireland

Built and managed a full team of 24/7 customer support agents working in three different languages (EN/DE/FR) on support forums for Star Wars: The Old Republic Ensured operational readiness by maintaining collaborative relationships with all involved departments, including Community, Customer Support Operations, Development, etc Coordinated all global support sites, including outsourced teams, for Star Wars: The Old Republic, proactively following up on customer issues and communicating updates to all sites

Game Support Team Lead EU

NCSOFT West

2011-1 - 2011-10 · 10 mos

Brighton, England, United Kingdom

Managed a 24/7 EU Game Support team working in four different languages (EN/DE/FR/ES) Trained (virtual + on-site training in Argentina) and supervised outsourced teams, providing feedback and knowledge to outsourcing leads