Luke Baillie

I am currently working as the sole CSM for a YouTube Automation company who are based in Dubai but allow me to work remotely. My roles and responsibilities are as followed:

• Consistently and accurately communicate between 150+ clients and internal teams for smoother project execution and feedback.
• Manage a range of client across the world from North America, Europe, Asia and Oceania, ensuring their needs are met any hour of the day.
• Assist in helping internal teams implement the client feedback for better results.
• Setting up monthly Zoom calls with clients who would like to discuss any concerns or address any issues that arise and analyse the monthly reports.

I am used to own an MMORPG game (hobby turned ex-profession) which was all online. My roles and responsibilities were as followed:

• Oversee the daily operations, making sure the game has 100% uptime and keeping tabs on the in-game team with regular updates.
• Researched industry competition on a frequent bases to keep up with other games, as well as implement new research and ideas with the developer
• Hiring a development team and in-game management to to maintain game integrity and in-game sales with virtual items.
• Speak to all the players on a frequent basis, making sure they are happy playing, and also hearing any feedback they have.
• Marketing the game across Discord and Reddit on a frequent basis to ensure new players keep coming to play.

I am used to work as the sole CSM for a property marketing company who are based in the USA but allowed me to work remotely. My roles and responsibilities were as followed:

• Focused on onboarding new clients and making sure the whole onboarding process runs smoothly and efficiently.
• Increased client gratification by managing concerns they may have and resonating then to the correct in-house team.
• Weekly or monthly check-ups with clients on the phone call by booking in appointments and discussing analytics of their results.
• Be active with social media and come up with ideas to push across all accounts to match our competitors.