SWG Dev Player Profile - 01/08/2007 : Star Wars Galaxies Discussions

What is your real name? Sharon Morris (Head GM Moonlite)

What is your official title/position? Customer Service Manager

How long have you been working on Star Wars Galaxies?
I’ve been working on SWG for about 6 months. Prior to that I was the Customer Service Manager for FFXI for 3 years, and before that I was a Lead GM for EverQuest.

What profession do you like to play in SWG?
I have a Jedi of course! I didn’t play SWG until recently because up until then it was my responsibility to know the games I was assigned to best. Although I am still learning SWG, I am enjoying it. I have a friend who started the game when I did who is my ‘play buddy’ which makes things even more fun.

What is it you like to do while in-game?
I love quests, missions and the story line! I can remember being 7 years old when the original Star Wars came out (I know, I’m showing my age)… and my mum took me to see it at the crotchety old movie theatre in our town of Bedford, England. I thought it was the most amazing movie ever, and I still don’t tire of watching it. So, interacting with those characters in the game is really fun for me and makes me feel like a kid again.

What do you like most about working for SOE?
I work with some of the most talented, patient, intuitive, caring, creative people you could ever imagine. I love that I work in an environment where I can decorate my office to make it an enjoyable and fun place to be. I also love being able to listen to music -- it creates an environment we all want to work in. I also love that I am empowered by my bosses to make decisions and try new things in order to make sure that not only the people who work for me are happy, but that our players are happy as well.

What is the most rewarding experience you’ve had from working in customer service?
Certainly my perspective is different from that of the GM’s-- as my role is different from theirs. They work toward making the customer happy, while my main focus is to make them -want- to do that. It’s about understanding that everyone is motivated differently. It’s key to focus on the fact that all employees have different wants/needs as well as strengths and improvement areas. I love taking a frustrated or sad employee or team and turning them around into a happy, excited and motivated one. Once this happens, it has a positive carry-down effect to the customer. I feel that we’ve really made great strides in this area during the last 6 months and I’m quite pleased!

What do you like to do most in your free time?
I am a music and soccer freak! I’m a huge Iron Maiden fan and have even taken time off from work in the past to travel to their concerts. I’m hopefully planning a trip this year to Finland to see another of my favorite bands, Machine Men, which would be awesome as I have never been! My office is completely decorated with old 80’s band posters. My boss says it looks like a college dorm room. I’m British and we have a couple of Brit pubs here in San Diego so I often go there to watch football (soccer). I am a huge Tottenham Hotspur fan!