Experience

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  Nival

  Jul 2013 - Jul 2016

  - Settlement of conflict situations between customers and Support Specialists of technical, billing, ingame questions in Russian, English and French languages. - Reading and publication f.a.q. and knowledge bases.- Creation and process optimization of support department.- Weekly\monthly accounting of support team.- Implementation of effective communications with IT, QA and Prod departments (in Russian and English languages).- Training and attending of new employees (1 and 2 lines of support).Accomplishments: Implemented the new for our company system of communication with users from the first person in more open and free style. Changed the system of response to tickets that helped to increase quantity of positive estimates from users and to lower wait time of responses from support team approximately on 15%.Projects: Prime World and Dark Age Show less

  • Lead Support Team (remote)

    Jul 2016 - Jul 2016

  • Lead Support Team

    Dec 2015 - Jul 2016

  • Middle Customer Support Specialist

    Sept 2014 - Nov 2015

  • Junior customer support specialist

    Jul 2013 - Aug 2014
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  Rakuten viber

  Aug 2016 - Jul 2018

  - Managing the team of content moderation and social media (Russian and English)- Planning, prioritizing and delegating work tasks, schedules to ensure proper functioning of both departments- Investigating security breach cases and preventing copyright\trademark violations in cooperation with partners- Monitoring, checking and reporting inappropriate in-app ADs and Service Messages- Providing the feedback and useful information to enforce new rules in the moderation and spam processes Show less - Building and managing a team of support agents, a team of content moderation and a social media team- Implement and oversee the support policies, procedures and standards and make sure the team meet the company KPIs- Planning, prioritizing and delegating work tasks, schedules to ensure proper functioning of the department- Training and attending of new employees (social and moderation agents)- Prevent copyright and trademark violations in cooperation with partners- Monitoring, checking and reporting inappropriate in-app ADs and Service Messages Show less

  • Moderation and social support team leader

    Dec 2017 - Jul 2018

  • Customer Support team leader

    Aug 2016 - Dec 2017
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  Igg

  Jul 2018 - now

  Cs team lead\ru localization team lead\operations assistant

  - Building and managing Customer Service RU team (both office and remote types)- Implement and oversee the support policies, procedures and standards and make sure the team meet the company KPIs- Performing the tasks of the Operations Manager (different log tools, JIRA, Asana, Confluence)- Planning, prioritizing and delegating work tasks, schedules to ensure proper functioning of the department- Training and attending of new employees- Translations, localization, proofreads (from EN to RU). Сompletely translated 6 games (CAT tool)- Moderation processes (reports, ban hummer)- Testing all current and future games of the company, providing feedback- Help with organizing and participating in offline project (Lords Fest in Moscow)- Work with documentation (weekly, monthly reports)Main projects: Lords Mobile, Viking Rise, Doomsday: Last Survival Show less

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  Flario group

  Feb 2022 - now

  Localization specialist

  Translation of instructions and descriptions of cosmetic products

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  Teachmeskills

  Apr 2022 - Jul 2022

  Project manager

  - Passing the Project Manager course- Collection of requirements- Compilation of WBS- Risk management- Project charter- Gantt chart, earned volume method and shortest path compilation