Trilbee S.
Mid-Level Customer Service Shift Lead
Open to offersNew to PlatformAbout
Trilbee S. is an experienced professional specializing in customer support leadership and community moderation within the gaming industry. As a Shift Lead at Keywords Studios Manila, Trilbee has overseen agent performance, developed workflow protocols, and tracked metrics through daily end-of-day and weekly business reports for titles such as Ludia and 1047Games. Experienced in supporting agents and clients via HelpShift, Zendesk, and Discord, Trilbee managed staffing assignments and handled key administrative tasks, including the onboarding and training of new hires. Formerly a Player Engagement Agent for Discord at Keywords Studios Manila, Trilbee addressed billing inquiries, isolated bugs, and coordinated directly with clients and international teams. With early experience as a Community Moderator at GameArk Global, Trilbee maintained safe online spaces for thousands of players and collaborated with developers to troubleshoot game issues and create player guides.
Experience
Shift Lead
Ludia| Keywords Studios Manila · 2025 — PresentProvided support through HelpShift, documented client-approved processes, and conducted onboarding and training for new hires. Created daily EOD reports, monitored queues for issues, and collaborated with clients regarding the admin tool. Addressed small requests from agents and management, developed workflow protocols, crafted flowcharts for processes, validated shifts, and tracked data for Weekly Business Reports. Oversaw agents' performance and coordinated with clients on known issues while keeping records for training materials.Player Engagement Agent
Discord | Keywords Studios Manila · 2023 — 2025Delivered support primarily via Zendesk email communications, troubleshooting issues and conducting application tests. Identified and isolated reproducible bugs while addressing billing inquiries, including disputes and proration on user statements. Served as a Subject Matter Expert for English-speaking and international agents, acting as the point of contact during the lead's absence.Shift Lead
1047Games | Keywords Studios Manila · 2025 — 2025Supplied support using Zendesk and Discord as the main CRM tool, managing staffing assignments across CRM queues. Provided agent support and aided the Team Lead with administrative tasks. Isolated bug reports, monitored agents' performance, and presented Weekly Business Reports to clients. Coordinated with clients on known issues, moderated communication within the game, and created learning materials for moderation and project processes.Community Moderator
GameArk Global | TLON · 2021 — 2021Ensured a positive and safe community environment for players by facilitating communication and enforcing guidelines. Collaborated with developers to report reproducible bugs and created guides for players experiencing account issues. Managed real-time discussions to promote an environment where players felt heard.
Skills & Expertise
Education
- High School GraduateSan Sebastian College of Recoletos · 2011 — 2015
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