Aditya Kumar

Gamer Support Analyst and Account Management Specialist for Ubisoft ~ Collaborated with cross-functional teams, including sales and operations, to resolve in-game and account-related issues—ensuring 95%+ first contact resolution rate. ~ Analyzed support trends and client interaction data to identify recurring issues, contributing to a 20% improvement in customer satisfaction. ~ Maintained structured records of client cases and support outcomes, using insights to streamline workflows and reduce resolution time by 15%. ~ Applied Excel tools to track KPIs, monitor issue patterns, and generate weekly reports for internal reviews and process enhancements. ~ Supported EMEA and UK clients with data-backed action planning, ensuring timely execution and alignment with project milestones. ~ Demonstrated high attention to detail and multitasking ability in a fast-paced support environment, handling 100+ interactions daily while maintaining quality metrics.