Chandrasekar Ponnusamy
Bangalore
Summary
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.
Overview
9
9
years of professional experience
Work History
Associate Lead - Player Support
99Games Online Private Limited
Udupi
09.2021 - Current
- Managed ticket assignments, tracked SLA performance, and escalated critical issues, including Blocker and In-App Purchase concerns.
- Monitored player reviews on the App Store, responded to comments, and collaborated with App Store Optimization to enhance game quality.
- Worked closely with the Social Media Management team to address community-reported issues and stay aligned with player sentiments.
- Reproduced reported issues in the test build, documented findings, and partnered with Quality Control, Development, and Design teams to resolve problems in a timely manner.
- Supervised team performance, provided weekly feedback, and monitored KPIs to continuously improve player experience.
- Compiled weekly reports summarizing player feedback and suggestions, prioritizing key improvement areas and bug fixes for upcoming development sprints.
Player Services Representative
GSN Games India Private Limited
Bangalore
10.2018 - 09.2021
- Supported GSN's top games by resolving various issues, assisting VIP players, and mentoring new team members
- Collaborated with product and technical teams, generated reports for stakeholders, and engaged lapsed players with tailored promotions
Senior Customer Service Executive
HiPower Support Centre LLP
Bangalore
03.2016 - 10.2018
- Acted as the primary contact for player support for Supercell and Socialpoint Studios, resolving technical issues and ensuring a seamless gaming experience
- Managed official forums, maintained SLA standards, and stayed updated on game changes to deliver high-quality support
Education
BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION ENGINEERING
Anna University (Shivani Engineering College)
Trichy04.2014
Skills
- Player Support: Ticket assignments, SLA tracking, issue escalation (Blockers, In-App Purchases)
- Team Leadership: Supervision, performance tracking, feedback, KPI monitoring
- Cross-Functional Collaboration: Work with QC, Development, Design, Social Media, and Community
- Technical Skills: JIRA, Analytics (SQL), CMS, Google Docs, MS Office
- Compliance: GDPR, CCPA
- Game Quality Improvement: Bug reproduction, playtesting feedback, review management
- Community : Posting engagement content, interacting with players, managing social channels
- FAQ : Maintaining and updating support pages according to game changes
Timeline
Associate Lead - Player Support
99Games Online Private Limited
09.2021 - Current
Player Services Representative
GSN Games India Private Limited
10.2018 - 09.2021
Senior Customer Service Executive
HiPower Support Centre LLP
03.2016 - 10.2018
BACHELOR OF ENGINEERING - ELECTRONICS AND COMMUNICATION ENGINEERING
Anna University (Shivani Engineering College)
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