Game production // ゲーム制作

Experience

Team Lead - Epic Games - 5CA / Epic Games (May 2020 - Sep 2021)

5CA is a global outsourcing partner that specializes in QA and providing remote customer experience solutions, fan-made agents, tech solutions, and data insights to clients in the gaming and entertainment industries. With over 24 years of experience in the field and a 100% work-from-home model since 2005, 5CA's fan-made teams provide support to some of the biggest names in gaming, offering a level of passion and expertise that sets them apart from the competition. In addition to its dedicated agents, 5CA also offers a range of tech solutions and actionable data insights to help clients improve their customer support services. The company values innovation, diversity, and teamwork and is committed to providing exceptional customer service.

Major projects worked on:
Fortnite: https://www.youtube.com/watch?v=WJW-bzXZM8M

Battlebreakers: https://www.youtube.com/watch?v=2z7k6id-ipE

Rocket League: https://www.youtube.com/watch?v=NC82dWrFqCE

QA Leadership on Major Titles: Served as QA Lead working closely with developers on popular games such as Fortnite and Rocket League. Ensured the highest standards of gameplay and user experience through meticulous testing and feedback.
Policy Overhaul Leadership: Engineered and led a significant policy overhaul for a major video game company, enabling DLC refunds despite initial resistance. Navigated complex organizational hierarchies to advocate for customer-centric changes, gaining approval from top management through comprehensive analysis and strategic communication. This policy shift significantly enhanced customer satisfaction and set a new standard for proactive, customer-focused policy reforms.
Team Transformation and Leadership: Frequently requested to assist underperforming and disengaged teams, I dedicated myself to their transformation and development. Through strategic leadership and commitment to positive change, I improved team productivity, attitude, and cohesion. This approach turned previously underperforming groups into top performers, significantly contributing to long-term retention with many team members staying with the company for extended periods. This achievement highlights my ability to cultivate a positive, results-oriented work environment in challenging situations.
Optimized Team Performance: Enhanced team satisfaction, performance, and quality based on key performance indicators (KPIs), ensuring teams consistently met or exceeded targets.
Team Motivation and Coaching: Motivated the team to perform at their best, providing daily coaching and support to help them improve continuously.
Recruitment and Onboarding: Conducted applicant interviews and onboarded new agents, introducing them to the company, team, project, culture, and tools, ensuring a smooth transition and integration.
Training and Development: Trained the team on company systems, tools, soft skills, and channel-specific skills, ensuring they were well-equipped to meet the demands of their roles.
Metrics Monitoring and Reporting: Monitored team metrics to identify trends and reported findings to the operations manager, driving data-informed decisions to optimize team performance.

Games Specialist Agent - 5CA / Epic Games (May 2019 - May 2020)

CX Customer Service Escalation: Handled customer service escalations for both the Japanese and English markets, providing specialized support and resolution for complex issues.

QA Specialist: Worked closely with developers on major games such as Fortnite and Rocket League, ensuring high-quality user experiences through meticulous testing and feedback.
Bug Reporting and Tracking: Reported and tracked bugs and issues using Trello and Jira, maintaining accurate records and facilitating timely resolution.
Qualitative Testing: Performed qualitative testing on multiple platforms, ensuring that games and products met high standards of quality and user satisfaction.
Quality Flaw Identification: Identified quality flaws in client products and tools, communicating findings effectively to relevant teams to drive improvements.
User Experience Feedback: Provided valuable feedback on client games and products, participating in discussions on all aspects of user experience to enhance overall gameplay and satisfaction.

Technical Sound Design / Sound Design / Composer - Freelance (May 2019 - present)

Sound Programmer/Technical Sound Design
Fluent in Audio Engines such as FMOD/WWISE/ELIAS
Implementation via scripting/programming, Primary: C# Secondary: C++
Experience using Unity/Unreal
Digital, acoustic or programmed instruments and sound effects used for sound design and music
Audio/Music director and team leader experience to ensure the best of all competencies in the team