Fabien D
Customer Support Operations – Consulting & Advisory
About Me
Jurisdiction
Notable Employer
- Head of Customer Support Operations at Wargaming
- Senior Customer Support Operations Project Manager at Wargaming
Experience
Led global Customer Support Operations across multiple regions. Managed PMs and operational specialists (Knowledge Base, automation, QA) and oversaw global vendor and BPO ecosystems. Focus on operational excellence, cost optimization, and scalable systems. Key achievements: • Designed the global support sourcing strategy (in-house vs BPO), improving SLA consistency and reducing operational costs. • Deployed AI-powered translation solution integrated with Zendesk → First Response Time −6h, Resolution Time −9h, €25K saved annually. • Built automation via Zendesk API → intelligent routing, tagging, auto-replies, integrated logs → −56% manual ticket volume. • Led a 5-year overhaul of 2FA SMS delivery → −59% cost reduction (€440K → €180K) with a multi-vendor architecture. • Owned the external Knowledge Base, transforming localization workflows across 18 languages and improving scalability. • Created the global Customer Support Tone of Voice guide, aligning communication across regions. • Designed a multi-variable ticket volume forecasting model incorporating seasonality, product releases, events, and regional contact ratios to drive FTE and workforce planning decisions.
Oversaw major support initiatives including workflow optimization, tooling improvements, forecasting, training, and reporting. Managed onboarding of new games into global support operations. Highlights: • Introduced Zendesk for 350k monthly tickets across 19 languages → ×5 faster resolution. • Built a self-service portal integrated with Zendesk Guide. • Analyzed Player Support trends (AI, self-service) and advised product teams on support strategy. • Managed forecasting, technical integration, KB setup, and reporting for new game launches.
Participated in an internal program focused on software product development and delivery. Collaborated with product managers, engineering, and design teams to understand development cycles, release planning, and cross-functional coordination. This experience strengthened my ability to collaborate with product teams and translate customer support insights into product improvements.
Education
Certification
PMI Agile Certified Practitioner (PMI-ACP)
Project Management Institute
2020 - 2026
Credential ID: 2974462