CS Tools and Automation
Feb 2015 - Oct 2015
Ubisoft
Ancillary Frontline Representative
Built practical automation for Ubisoft's CS team, including auto-complete and canned responses for high-frequency questions, CRM campaign tooling for bulk player alerts, SharePoint workspaces, Salesforce mass-edit workflows, live chat rollout testing, and known-issue automation support.
Worth noting
A few things I would call out
- Built automation, auto-complete, and Salesforce mass-edit flows to cut CS handle time at scale.
- Owned CRM campaign tooling to push bulk player alerts during incidents and launches.
- Tested and helped roll out Salesforce live chat support and known-issue automation flows.
01 // What was getting in the way
CS reps repeated themselves on the same handful of issues, bulk player communications were slow, and Ubisoft was missing the automation surface a modern CS org needed.
02 // What I did
I focused on removing repetitive manual work while keeping reps in control of player communication quality.
The implementation covered:
- response acceleration tooling through auto-complete and curated canned responses
- campaign operations support for bulk player notifications during launches and incidents
- Salesforce workflow improvements including mass-edit patterns and live chat rollout testing
- knowledge and workspace support through SharePoint and known-issue automation updates
Each change targeted high-frequency support pain points with the largest operational drag.
03 // What changed
Established a more scalable CS operating layer that reduced repeated manual tasks and improved response consistency during high-volume periods.
The results included:
- faster response preparation for common issue types
- quicker player communications during incidents and launch windows
- stronger operational readiness for live chat and automation-supported support workflows