Experienced Associate Lead with over 8 years in player support, currently overseeing the Player Support team at 99Games for Star Chef 2: Hotel Simulator and Star Chef: Cooking Games, both with over 2 million downloads. Skilled in managing support tickets, collaborating with dev teams on bug fixes, and ensuring fast, empathetic player resolutions. Proven expertise in team management, JIRA task management, and tracking performance metrics like response time and player satisfaction. Experienced in providing feedback on new features through playtesting and spec demos. Extensive background in supporting diverse games, including Clash of Clans, Dragon City, and GSN Casino, across multiple platforms.