At Pole To Win International PVT LTD (PTW), I manage community support and escalations for a live-service gaming platform. I audit moderation decisions, mentor community and moderation agents, and serve as a communication bridge between the development team, company stakeholders, and players.
I monitor community sentiment across social platforms and gaming channels, investigate high-impact incidents, and qualify cases for direct support. I also use Power BI to report on escalation trends and forum performance, and designed standard operating procedures for moderation and escalation processes.
