Victoria Petrova

As a Support Team Lead, my scope of work included: - Managing and structuring daily operations of a small support team; providing continuous coaching by proofreading agent responses and advising on tone, accuracy, and soft skills to elevate service quality. - Engineering advanced automation scenarios and chatbots within HelpShift to reduce manual workload and streamline the player journey from first contact to resolution. - Monitoring and analyzing team performance through Microsoft Power BI; gathering statistical data to track KPIs and SLAs, using these insights to improve team productivity. - Facilitating resolution of complex player issues and reporting back to Product and Development teams. - Managing external partnerships with service providers including HelpShift and AppFollow. - Ensuring that critical player feedback and bug reports were prioritized across all the relevant project teams.

As a Customer Support Specialist, my tasks included: - Providing expert, timely support to players via HelpShift, effectively troubleshooting and escalating complex game issues. - Monitoring Key Performance Indicators (KPIs) for response time and quality. - Compiling and maintaining a comprehensive library of macros and canned responses to increase the agent team efficiency. - Utilizing Unity and the internal admin panel to examine and modify player profiles, resolve complex account-specific issues and report bugs to QA and Development teams via Asana. - Developing and maintaining clear, accurate and detailed articles for the external Knowledge Base (FAQ). - Compiling and translating FAQ articles into English, German, and Portuguese. - Partnering closely with the Development, QA, and Product teams across the project to address systemic issues and ensure all critical feedback was addressed. - Handling reviews across mobile app stores in multiple languages via AppFollow: responding to, categorizing, and escalating key issues.

My responsibilities as a Support Specialist included: - Processing incoming inquiries from players via Zendesk platform; - Interaction with project teams; - Regular reporting on categories and types of inquiries; - Setting tasks for project teams and QA teams via Jira; - Compiling a database of automatic responses to players (macros); - Compiling Knowledge Base articles and documentation for support agents featuring core game mechanics; - Working with the game admin panel and project settings libraries (libs); - Compiling databases for the implementation of an automatic system of responses to players (Meya); - Quality control of support agents replies (proof-reading).

Support Specialist responsibilities: - Assigning all incoming customer requests via the internal ticketing SRS system to support department employees; - Providing direct customer support via the internal SRS system (daily written communication in Russian, English, and German); - Responding to incoming phone calls and interacting with customers; - Compiling articles and materials for the internal Knowledge Base. Sales Manager responsibilities: - Assigning incoming b2b requests between responsible regional managers; - Communicating with b2b clients (DACH region, i.e., Germany, Austria, Switzerland): written formal communication with partners and resellers (in German and in English), processing incoming purchase orders, delivering / registering software licenses; - Drafting and concluding partner agreements, discussing collaboration terms; - Weekly reporting (analytical and statistical data: sales income, total amount of orders and sales requests); - Compiling new and correcting the existing price lists.

My scope of work as a Community Manager included: - Developing and publishing unique content daily on Facebook, VKontakte, and Odnoklassniki to promote games and organically acquire new players. - Designing and executing online events and activities to boost player retention and engagement. - Managing community support channels, acting as the primary liaison between the player base and the development team.

Written translations on different topics including legal documents, marketing, economic, financial texts, as well as belles let res and business correspondence. Oral interpretation on financial and economic topics, construction industry topics (consecutive interpretation at conferences and negotiations for construction companies) (English).

Translation of materials on a variety of different topics: marketing, economy, advertising, fashion, style, cosmetics.

Contract work as an assistant interpreter: consecutive interpretation from German into Russian and from Russian into German on the topics of fashion and style.