Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Sharan Mudoor

Sharan Mudoor

Bangalore

Summary

Data-driven gaming operations and analytics professional with 7+ years of experience in live operations, customer experience management, and player behaviour analysis. Proven track record in using data insights to influence product strategy, localize features, and optimize engagement for global gaming audiences. Adept at collaborating with cross-functional teams to deliver measurable improvements in game performance, balance, and monetization. Lifelong gamer with deep understanding of player psychology and community dynamics. Specialized in launching pilot projects, streamlining workflows, and implementing data-driven training frameworks that reduce average handling time (AHT) by up to 20% and improve CSAT scores. Adept at bridging client expectations with operational execution, customizing Zendesk Suite environments, and aligning support operations with business KPIs. Recognized for delivering stability during queue surges, fostering team engagement, and enhancing player satisfaction across platforms.

Overview

7
7
years of professional experience

Work History

Process Trainer & CX Operations Specialist

Intouch CX
03.2022 - Current
  • Monitor real-time ticket volumes against forecasts across multiple support channels, proactively reallocating resources to meet SLA targets in a 24x7 environment.
  • Implement performance review frameworks and mentorship programs to drive employee engagement, reduce attrition, and build high-performing teams.
  • Customize Zendesk Suite workflows, macros, and FAQs to streamline support processes and reduce average handling time.
  • Coordinate with global clients to balance workloads, manage queue spikes, and maintain operational stability during unexpected surges.
  • Lead onboarding and process training for over 200 agents, ensuring rapid adaptation to new tools, workflows, and game updates.
  • Supervised three online casino pilot projects from initial launch to full operational handover, including staff scheduling, resource planning, and KPI monitoring.
  • PUBG (PC, Xbox, PS), Socialpoint Games (iOS/Android), Sweepstakes Web Apps

Senior Consultant –PUBG (PC, Xbox, PS)

Intouch CX
12.2018 - 03.2022
  • Provided Tier 2 support for technical, account, and gameplay issues across PC, Xbox, PlayStation, and mobile.
  • Monitored live queues, escalating high-impact incidents and coordinating rapid resolutions.
  • Investigated and resolved player misconduct and cheating cases using in-game data and reports.
  • Trained and mentored junior staff to improve troubleshooting skills and service consistency.

Education

B.E - Electronics and Communications

KVG College of Engineering

Skills

  • Leadership & Operations
  • Live Operations Oversight People & Performance Management Workforce Planning & Scheduling Global Vendor Coordination Process Optimization & SOP Creation
  • Customer Experience & Support
  • SLA & KPI Management Technical Troubleshooting (PC, Console, Mobile) Queue & Escalation Management Training & Onboarding for Large Teams Player Experience Enhancement
  • Tools & Platforms
  • CRM & Support: Zendesk Suite (Guide, Explore, Macros, Triggers) Project & Workflow: Jira, Lucidchart, Microsoft Office Suite, Google Workspace Verification & Compliance: Jumio, Veriff, Socure
  • Gaming Expertise
  • PUBG (PC, Xbox, PS), Socialpoint titles, Online Casino Platforms

Hobbies and Interests

Passionate gamer with extensive experience across AAA titles, multiplayer communities, and modding ecosystems, including Rockstar Games, PUBG, and mobile platforms.

Timeline

Process Trainer & CX Operations Specialist

Intouch CX
03.2022 - Current

Senior Consultant –PUBG (PC, Xbox, PS)

Intouch CX
12.2018 - 03.2022

B.E - Electronics and Communications

KVG College of Engineering

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Sharan Mudoor