Tania Richardson
5 Cressbrook Street, Forest Lake, QLD,Australia
Summary
I am a seasoned Administrator who worked remotely for a period of 4 years, as Lead Community and Volunteer Staff Manager for the Hypixel Minecraft server, the most successful Minecraft server in the world with over 19 million unique users. With a daily concurrent player count varying from 50 000 up to 100 000 players.
In the past year I have been working at Endgame Esports in a multi-discipline role with Customer Service, Sales Representative, Esports Educator and Educational Esports Program Development.
I provide first hand knowledge and experience in Customer Service, varying from sales to problem solving customer issues and concerns in a professional and timely manner, performing moderation tasks, as well as, creating and applying moderation policies across various platforms to further improve customers experiences and provide the best product possible for them. I like to focus on giving every customer a positive and memorable experience, not only from direct sales communications but also to their interactions with fellow members of the community on any of the company's forums and social media platforms.
I am a highly-motivated employee with a strong desire to take on new challenges, keen to learn and master new skills, have a strong work ethic, demonstrate adaptability and exceptional interpersonal skills to the tasks and requirements of my job.
Overview
30
30
years of professional experience
Work History
Esports Administrator and Educator
Endgame Esports
Brisbane, QLD
02.2023 - Current
- Manage incoming customer inquiries, sales and bookings via phone calls, emails and social media messages.
- Create a safe, comfortable environment for customers by establishing positive rapports with them, allowing me to identify their needs promptly and efficiently .
- Provide technical support with issues that occurred for customers and workmates both on and off site.
- Handle customer complaints in a courteous and timely manner, providing the best outcome possible for them.
- Process online and in-store orders for customers.
- Well-versed in collaborating with my fellow workmates to grow and adapt the effectiveness of our services, events and products.
- Enter posts, events, holiday programs and mentoring sessions into the website, as well as, the capability of booking those online through the website.
- Assist in the development of new administrative systems, procedures and policies.
- Manage drinks and snack food supplies inventory and place orders.
- Organise and deliver Educational Minecraft programs, regular events and activities, as well as, special events such as esports tournaments and customer parties.
- Develop spreadsheets to track tournament, educational program progress and other related data.
- Integrate multi-media tools such as PowerPoint, videos, slideshows, audio recordings into the esports program where appropriate.
- Assist in developing marketing materials related to the esports tournaments, holiday programs and services Endgame provided.
- Communicate with customers to convey information about events or activities.
Veterinarian Pharmaceutical Sales Representative
EcoVet
Brisbane, QLD
08.2022 - 02.2023
- Conducted market research to identify potential customers and their needs.
- Organised client visits and presentations
- Analysed customer feedback to improve products and services.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Researched competitors' products, prices and sales techniques.
- Developed promotional materials such as flyers and brochures.
- Stocked shelves and supplies and organised displays to focus customer attention on specific items.
Administrator
Hypixel Minecraft Server
08.2016 - 07.2020
- Position was multidisciplinary and required me to juggle concurrent tasks while communicating with other colleagues, manage over 200 volunteer staff, streamers and players from around the world.
- Designed and trained staff with the Standard Operating Procedures for Rules and Guidelines for volunteer staff and players, on the network's platforms.
- Helped facilitate and participated in community events such as tournaments, livestreams and attended Minecon Earth in London.
- Through consultation with the community, designed a tool for the community to report abusive or hacking players in-game.
- Worked in tandem with the developers to design internal and external tools, which worked across multiple platforms, for staff to handle non-compliancies.
- Worked alongside the community and developers to develop reactive and proactive anti-cheat systems.
- Conducted extensive testing of new tools, new punishments and collected analytical data through Metrics and Goliath
- Designed ingame chat filters to cover the diversity of aged players on the server.
- Led multiple teams of Volunteer Staff, Anti-Cheat Investigators, Player Council and Quality Assurance to assist in providing advice and support to the developers throughout a game's development cycle.
- Smoothly facilitated communication between departments, management and customers to resolve issues and achieve performance targets.
- Designed tracking methods of players history, store purchases, anti-cheat flags, party history, logins and ip history through a userinfo profile.
- Analyzed data collected from Metrics and Goliath, which identified positives, issues and gaps that needed addressing.
- Recruited, trained and developed a dynamic administrative team.
- Conducted performance evaluations of volunteer staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
- Organized activities to reward employees, provide motivation, promote inclusivity and improve efficiency.
Volunteer Staff
Hypixel Minecraft Server
02.2014 - 08.2016
- Handled non-compliant players on the Server
- Mentored new moderation staff
- Communicated with the player base and provided in game support
Primary School Teacher
Education Queensland
, Queensland
01.1994 - 01.2010
- Worked with 12 year old boys who were significantly behind in reading and engaged them using a computer software design for interactive whiteboards.
- Ran a special perceptual motor class to improve young children’s coordination skills and abilities with physical activity.
- Improved student engagement by implementing student-centered classroom management techniques to foster academic curiosity.
- Prepared, administered and graded evaluative materials such and maintained accurate student records.
- Attended in-service training and professional development courses to stay on top of policy and education changes.
- Met with parents to communicate students' progress, achievements and classroom issues.
Education
Certificate III - Business To Business Sales
Alffie
Online - Australia04.2023
Bachelor of Teaching - Primary School Education
Queensland University Of Technology
Queensland11.1993
Skills
- Customer service
- Policy writing
- Team collaboration
- Effective Moderator
- Team management
- Diagnosing issues
- Sales and Client Engagement
- High Computer Literacy
- Project coordination
- Problem resolution
- Planning and coordination
- Effective communicator
- Quality Assurance
- Risk mitigation planning
- Current Drivers license
- Experienced with Microsoft Suite
- Blue Card
- Product and service support
INTERESTS
- Playing Destiny 2, Raft, Honkai, New World, Ark
- Watching stream and youtube videos on Lore and Gameplay
- Gaming, PC and Console - First person shooters, puzzles and survival
- Using PC Part Picker to build a dream computer
- Jigsaw puzzles - Science Fiction, Novels and Movies
- Spending time with my Daughter
Timeline
Esports Administrator and Educator
Endgame Esports
02.2023 - Current
Veterinarian Pharmaceutical Sales Representative
EcoVet
08.2022 - 02.2023
Administrator
Hypixel Minecraft Server
08.2016 - 07.2020
Volunteer Staff
Hypixel Minecraft Server
02.2014 - 08.2016
Primary School Teacher
Education Queensland
01.1994 - 01.2010
Certificate III - Business To Business Sales
Alffie
Bachelor of Teaching - Primary School Education
Queensland University Of Technology
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