12 years building and scaling player support operations for one of the world's largest live-service game publishers. Now helping companies build the support structures they need to scale.
I spent 12 years at Wargaming, one of the largest live-service game publishers in the world. I started as a team lead in Paris managing 15 agents, and over the following decade built my way up through project management, senior operations, and ultimately led the global Customer Support Operations function from Cyprus.
At peak scale, I was responsible for 350,000 tickets per month across 18 languages, managing a team of project managers and operational specialists, and overseeing BPO partnerships across Europe, North America, CIS, and Asia.
That experience taught me something that most consultants learn from textbooks: support operations are not a cost centre to be minimised. They are a structural capability that, when built properly, scales with the business instead of against it.
Everything I do now is built on that foundation. The frameworks, the methodology, the approach to vendor management, automation, and organisational design. It all comes from having done this at scale, under real pressure, with real constraints.
Multi-region support consolidation across Europe, North America, CIS, and Asia. BPO management, vendor negotiation, and global quality standardisation. Built for scale from the start.
High-volume, real-time, player-facing operations where downtime and slow response directly impact revenue and player retention. World of Tanks, live events, seasonal spikes, product launches.
Practical AI implementation, not theoretical. Deployed Unbabel's AI translation in production, built Zendesk API automations that eliminated 56% of manual ticket handling, and designed forecasting models for workforce planning.
Taking fragmented, organically grown support operations and restructuring them into governed, scalable, measurable systems. From diagnostic through design through implementation.
Master of Arts, Japanese Language and Literature, Sophia University, Tokyo.
Master of International and Strategic Management, University of Paris-Nanterre.
PMI Agile Certified Practitioner (PMI-ACP).
Agile Project Management Foundation (APMG International).
French (native). English (full professional). Polish (conversational).
Nicosia, Cyprus. Serving companies across Europe and globally.
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