Eve PIOCHE

En résumé

Entreprises

• ZENIMAX ONLINE STUDIOS IRELAND - Social Media Analyst

  2013 - maintenant • Assisting customers, monitoring and driving conversations around The Elder Scrolls Online: Tamriel Unlimited on a large range of social media channels.
  • Collecting and analysing feedback and community sentiment from social channels, official forums and around the web.
  • Reporting relevant feedback to heads of studio, producers, community managers and CS managers by providing daily handovers, weekly social reports and weekly forum reports. Escalating emerging issues.
  • In coordination with the Community manager, creating engagement strategies to increase Social Reach by creating interesting content that is relevant to fans. Monitoring results and proposing advice for future engagement.
  • Engaging and assisting players on the official forums by responding to their feedback and questions. Liaising with a team of outsourced moderators to ensure basic moderation is consistent. Dealing with complex moderation actions and issuing suspensions and bans.
  • Attending daily bug triage meetings with game producers. Making sure information on bugs and issues are communicated to my team and relevant stakeholders.
  • Liaising with the marketing team about upcoming promotion campaigns that may impact the community on social channels.
  • Working on projects assigned by leadership. Project management.
  • Assisting with projects from Bethesda studios and Battlecry studios when requested.

• BIOWARE IRELAND - Forum CSR

  2011 - 2012 • Providing assistance to the Star Wars: The Old Republic customers on the official forums.
  • Escalating issues to the management and development teams through handovers and escalation paths.
  • Created and localized customer facing content such as FAQs, forum stickies and official announcements.

• ELECTRONIC ARTS - Community coordinator

  LYON 2011 - 2012 • Developed and managed diverse English speaking communities on the Answer HQ platform, including:
  o Action & RPGs: Dragon age franchise, Battlefield 3, Dead Space 3, Army of Two: The devil’s Cartel.
  o Sports simulation: FIFA franchise, Tiger Woods PGA Tour.
  o Simulation: The Sims, SimCity.
  o Social & casual gaming: The Simpsons Tapped out (iOS & Android), The Sims Social, SimCity social (Facebook), Pogo (Online gaming website).
  
  • Collecting and reporting community sentiment. Writing a daily internal blog post about an interesting topic to inform EA executives of on-going issues or to relay positive player experience or news.
  • Participated in the creation and development of the Hero Program, a community project where outstanding community members are given special powers and rewards on the Answer HQ platform. Assisting “Heroes” when necessary.
  • Engaging and educating players about expected behavior on the official Battlefield 3 forum. Moderating content, issuing warnings and bans, liaising with team of volunteer moderators.

• PRICEMINISTER - CS Team leader

  Paris 2005 - 2011 • Team leader of 8 agents. Ensuring productivity and quality objectives were met and exceeded. Mentoring agents.
  • Helping the Head of Back-Office with the management duties of 35 agents.
  • Project management. Liaising with in-house development teams to provide insights on CS tools in need of upgrades and changes.
  • Creating, editing and improving CS procedures, training documents and customer facing FAQs. Training new agents on best practices.

• Magazine Animeland - Freelance Journalist

  1999 - maintenant While finishing high-school I was a freelance journalist specialised in japanimation and japanese comic-books (manga).
  
  I wrote critical articles about titles not translated at the time.

Formations

• Université Paris Diderot - Paris 7

  Paris 2001 - 2004 LCAO Mention JAPONAIS
  
  Three-Year University Degree in Japanese language and culture studies
  DEUG OBTENU (2 years degree -Passed)
  Année de License non validée. (3 years degree - Undergraduate)
  

Réseau

• Christine CHRISTINE SAVIGNAN (SAVIGNAN)

• Christophe GUÉRIN

• Claire VENZON

• Gaëlle CALVEZ

• Jérôme VIVIES

• Marie-Claude BÉLIER

• Matthieu CONSTANCIS

• Patrice BOULANGER