With over 14 years of Gaming Industry Customer Service Leadership Experience and with titles such as Blizzard Entertainments World of WarCraft, Trion World Networks Rifts and now BioWare's Star Wars the Old Republic under his belt. Taking the years of experience which very few people on the planet have, Thor utilized that experience to help hand-selected and developed the full staff, executing on the plan to deliver the customer service model and the full Customer Service offering and Support Services which includes Learning and Development, Knowledge Base, Policies and Procedures, Tool Design, Training, Workforce Management, Quality Control, CSAT Management, Operational Improvement, Project Management and Risk Prevention which comprises of Internal and External Fraud, Terms of Services Enforcement and worldwide Global Coordination.
With his many years of experience, Thor was essential and helped lead the charge in the development and delivery from scratch the entire customer services strategy and model. He built the concepts, the tools, the team, and the policies and processes to produce a world-class customer service delivery operation of over 1500 personnel worldwide. He developed and delivered a Customer Services model that predicted the forthcoming support requirements for the Game Product. Thor worked closely with the developers to help prevent common mistakes in the MMO industry and prepare the game for a World Class product and help the company to think more like a Live Service. Thor moved to Ireland the location of their Customer Service Center of Excellence. All of which he created from concept to operational reality.
In addition to our Center of Excellence site in Ireland, he was heavily involved and help manage the full RFP selection and contract process which resulted in the partnership with 2 of the world's leading BPO's and 4 additional global sites.
Last updated: Oct 13, 2012