Nicolas Heizmann

Responsibilities: - LiveOps planning, execution, and analysis for live titles (regular and special sales/in-game events) - A/B-testing and monitoring performance - Automating individual, offer-based player journeys - Coaching and enabling of an established Customer Service outsourcing partner - Maintenance of support infrastructure and processes - Organising the creation of a new, studio-internal CS Team (Hiring and Onboarding)

Responsibilites: -Organisation of day-to-day CS tasks -Onboarding and mentoring of new colleagues -Integration of Amplitude in CS workflows -Department interface with external/internal tool and game developers, QA, Community Management, outsourcing partners, and internal Game Teams -Financial/Account Fraud detection and prevention -Set-up of support infrastructure and processes in ticket back-end and administration tools -Internal/external knowledge base management -Integration of new titles into existing CS framework -Ticket automation, chat bots, and support AI tools -Handling of VIP Customer issues Projects: -Royal Revolt 2 -Zombie Gunship Survival -Nonstop Knight -Olympus Rising -Flick Arena -Legacy Titles

Dual role as CM/CS for all live titles

-Assisted with and executed on experiments for the Department of English Linguistics -Organised and ran student tutorials and exam preparations -Maintained and expanded scientific literature databases -Linguistic analysis of written English corpora