Mikhail Priputen

• Organization of a 24/7 product service for World of Tanks, Tanks Blitz, World of Warships, Royal Quest and other titles (total audience over 10M players). • Department process optimization, reducing average response time and increasing player satisfaction. • Implementation of AI/ML solutions and automation for request handling, reducing staff workload. • Building a PMO (Project Management Office), standardizing project management processes and accelerating delivery. • Establishing effective collaboration with cross-functional teams (development, publishing, services), which improved release quality and response speed in critical incidents. • Ensuring achievement of key KPIs (ART, FCR, FRT, CSAT, etc.), introducing a regular analytics system for service quality control. • Development of key specialists and creation of a talent pipeline within the team. • Budget planning and cost optimization without reducing service quality.

• Formation of a dedicated product support service for CIS, Europe, North and South America, and Asia (multilingual team, 24/7). • Launch of a quality control system considering language specifics, which improved player satisfaction in key regions. • Organization of release support processes and monetization support, minimizing critical incidents during updates. • Improvement of the client portal UI and methods of audience interaction, reducing the number of repeat requests. • UX research on the impact of changes on the audience, with results applied in development and marketing. • Coordination of outsourcing teams (up to 100 people), building a transparent SLA and quality control system. • Budget management and cost optimization.

• Management of the World of Warships player community in the CIS region. • Development and implementation of a player engagement strategy, increasing audience involvement. • Organization and execution of large-scale online and offline events (tournaments, thematic campaigns, streams). • Creation of a feedback system from players to the product team, enabling prompt responses and reducing the number of negative requests. • Coordination of influencer development programs (streamers, bloggers). • Ensuring crisis communications with the audience during controversial cases and incidents, minimizing reputation risks. • Coordination of product-related work in establishing a unified communication policy.

• Communication with the World of Warships player community in the CIS region. • Content development and management of official platforms (forum, social media, streams), increasing user activity. • Organization and execution of regular online events and contests, enhancing audience engagement on product platforms. • Implementation of a player feedback monitoring system, enabling prompt identification of issues and transfer to the product team. • Formation of several volunteer teams supporting product operations and player engagement. • Work in crisis situations, ensuring stable communications and reducing the level of negativity in the community.

• Supervision of the World of Warships community moderator program in the CIS region (forums, chats, social media, in-game channels). • Organization and development of a team of 50+ moderators, ensuring uninterrupted platform operation and user support. • Implementation of a volunteer training and development system, increasing engagement and reducing turnover. • Setup of a motivation and recognition system for volunteers (rankings, in-game rewards, special events). • Ensuring effective interaction between volunteers and various product teams, accelerating user request processing and reducing staff workload. • Support of the internal portal and communication channels for knowledge sharing between moderators and the product team. • Development of moderation and communication standards.