Thor Biafore

Moby ID: 16658

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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.

Credited on 16 games

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NBA 2K22 (2021, PlayStation 5) Sr. Director, Customer Service
Stranger Things 3: The Game (2020, Windows Apps) Director, Customer Support
Jim Henson's The Dark Crystal: Age of Resistance - Tactics (2020, PlayStation 4) Director, Customer Support
Star Wars: The Old Republic - Rise of the Hutt Cartel (2013, Windows) Live Producer
Star Wars: The Old Republic (2011, Windows) Deputy Director of Customer Services
World of WarCraft: Wrath of the Lich King (2008, Windows) Global Customer Service Director
World of WarCraft: The Burning Crusade (2007, Macintosh) Director of Global Customer Service
World of WarCraft (2004, Windows) Technical Support Manager
WarCraft III: The Frozen Throne (2003, Windows) Technical Support Manager
WarCraft III: Reign of Chaos (Collector's Edition) (2002, Macintosh) Technical Support Manager
WarCraft III: Reign of Chaos (2002, Macintosh) Technical Support Manager
Diablo II: Lord of Destruction (2001, Windows) Technical Support Manager
Diablo II (2000, Macintosh) Technical Support
Diablo II (Collector's Edition) (2000, Windows) Technical Support
StarCraft: Brood War (1999, Macintosh) Technical Support
WarCraft II: Battle Chest (1999, Macintosh) Technical Support

[ full credits ]

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