Edward Ma

Dynamic customer service professional with a proven track record at Blizzard Entertainment, adept at problem-solving and complaint resolution. Skilled in Microsoft Office and live chat support, I excel in enhancing client satisfaction and adapting to rapid changes as AI is stepping into our everyday life, consistently exceeding team goals and fostering strong customer relationships.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

• Customer Relations - Earned highest marks for customer satisfaction, company-wide.
• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
• Resolved product issue through consumer testing.
• Achieved 80 average CSAT with accuracy and efficiency and a average number of 70 tickets per day.
• Adapting AI to provide multi language to support broader range of customers.
• Collaborated with team of 8 in the development of WoWhead translation from English to Traditional Mandarin(ZhTw).

• Online Multiplayer and Narrative Gaming:Gaming has always been my passion as I have played many games throughout my early years, engaged in titles such as World of Warcraft and Nier: Automata, where I’ve developed strong teamwork, communication, and empathy skills. In collaborative and fast-paced gaming environments, I’ve learned how to listen actively, adapt to different play styles, and resolve conflicts—experiences that closely mirror effective player engagement and customer support in professional settings.
• Reading Fiction: Passionate about reading novels, particularly in the fantasy, science fiction, and cyberpunk genres. This hobby fuels my imagination, attention to detail, and understanding of diverse perspectives—traits that help me connect with players from a wide range of backgrounds.
• Vtubers & Digital Communities: A dedicated follower of the Vtuber industry since its early days in 2018, I've gained a deep appreciation for the talent, creativity, and performance that defines this unique sub-culture. Through this, I've learned how to foster a sense of camaraderie and community engagement, aligning with my passion for supporting and interacting with online communities in an authentic way.