Mr. Lee Kwai has over 4 years of highly-specialized customer relation management experience specifically in the online support industry through his
tenure at companies such as Sony Online Entertainment. His robust CRM Tool knowledge and innovating self-service techniques constantly challenge the
industry standard. Merv commands a wide-knowledge of CRM utilities such as RightNow Technologies CRM, Kana E-Solutions, Talisma CIM, Siebel CRM,
InstantService, LivePerson, Fuze Digital Solutions, Jive, Primus Knowledge Solutions and Contactual (formerly WhitePajama). He also specializes in project
management and implementation of CRM Tools along with building highly-diverse knowledge repositories that span multiple languages, platforms, and genres.
In the MMO space, Merv has managed the design of knowledge base infrastructure for titles such as EverQuest, EverQuest II, Star Wars Galaxies, PlanetSide
and The Matrix Online.
As an active member in industry organizations such as the Support and Service Professionals Association (SSPA) and Knowledge Management World, Mr. Lee Kwai actively keeps his fingers on the pulse of the support industry, specifically in the online space. He has also taken his experience to a national level by speaking at CRM User Conferences and other industry events.
Merv has recently joined Game Center Group as the Director of E-Support Services. His industry knowledge, passion and genuine care for the customer serve as a building block in the underlying foundation of Game Center Group.