Tell us a bit about yourself, how long have you been with SOE and what position do you hold?
Hello everyone! My name is Ima Somers and I am the International Customer Service Manager for SOE. I am originally from The Netherlands and moved to the United States 10 years ago. I came in contact with SOE 8 years ago as an EverQuest player who decided to dedicate her spare time to become a guide.
After guiding for 3 years I moved to San Diego and applied to become a GM. I was an EverQuest GM for 7 months and became a SWG supervisor. After launching SWG I joined the International team as a liaison. After 6 months I became the manager.
My main duties are to manage the French, German and Japanese customer service teams on a day-to-day basis. I also serve as the Customer Service Liaison between companies who are licensed to bring SOE's products to their local markets. This means I train and communicate with, for example with Japanese, Korean, Chinese, and Russian companies regarding our CS policies and procedures.
What were past positions or education that prepared you for your present job?
I grew up in a customer service environment as my parents had their own store and business. My parents taught me the # 1 rule of business which I live by: "If you take care of your people, whether they are customers or employees, they will take care of you." I have held many positions and jobs, each teaching me something new that I apply in my position today. From a social worker, airline customer service supervisor, management trainer to a store clerk and administrative assistant.
What does your typical work day consist of?
I get in around 07:30 – 08:00 AM after making sure I have grabbed my morning coffee on my way to work. I start checking emails and then depending on the day I will write weekly/monthly reports which contain information regarding anything from production, quality, and bug- as well as employee reports. I might have meetings scheduled or simply will be on the floor with my GM's answering their questions, handling escalations and discussing resolutions to customer problems.
What is the most challenging part of your job? What's the best part of your job?
The most challenging part of my job is also the best part. As a manager my main priority is to support my GM's to their fullest potential. Understanding what motivates them, giving them my assistance with customer issues; sharing my knowledge of the game and making sure that they are enjoying what they are doing. In my opinion, the support that I give towards my team of GM's will reflect in the service that our customers receive.
How many languages do you speak, and do you get to use them often at work?
I speak English, Dutch (native language), German and French. I have to thank the Dutch school system for making it mandatory to graduate in these languages for me ;). I use all these languages, yet some more then others. (There aren't that many people that speak or need to speak Dutch).
How do you handle petitions and how do you prioritize which one is handled first?
Our petitions are handled on a "first come, first serve" basis. Each petition has a date and time stamp and the GM's will simply receive the next petition in line once they finish their previous one.
Do you play EQII and can you tell us about your character(s), and how often do you play?
I play almost daily, however with the summer being here and the sunshine outside I find me spending more time away from my computer. I have a level 70 Inquisitor, 56 Bruiser, 32 Berserker and Warden and some other small characters.
What sorts of games do you like the most?
I love MMORPG's. I started playing them in '96 with the old Meridian59 and have been playing them since. I have a console but use it more to play my DVD's then play games.
What is your favorite game? It doesn't need to be one of SOE's games?
I'll shamelessly promote EQII! Hahaha! Seriously though, I was an avid EverQuest player and made the move to EQII, I love the graphics, the quest lines and how "easy" the game plays. Especially with the introduction of EoF I find that gaining experience is a lot less "grinding" as there are a ton of quests that will make gaining experience through questing a lot more pleasant.
What do you do for fun other than games?
I am what they call here in America a "gym rat". I work out 6 days a week and I am hoping to do my first figure competition in the first quarter of 2008. I also love black & white photography as well as travel.
What would you be doing if you weren't working with SOE?
I probably would be working for a different game company. I simply love the industry and have wanted to be a part of it for a long time.
If you were given a choice to have dinner with a past or present figure, who would that be?
That is a tough choice. Of course the first thing I think about is famous people like Albert Einstein, Michelangelo, Mahatma Gandhi or Eleanor Roosevelt just to pick their brains. Yet to keep it closer to home I would say my father. He passed away 5 years ago and receiving another chance to thank him for raising me the way he and my mother did as well as to tell him how much I love him would be an awesome gift
I'd like to thank Soffrina and Ima for taking the time out to hold this interview and share it with us. Share your thoughts in the EQII Official Forums.