12/31/2024 updated
100 % available
Customer Service
Minsk, Belarus
Worldwide
Minsk State College of Technology and Design of Light Industry Graduated in 2012Technical SupportCustomer Relationship ManagementBusiness Process ImprovementCustomer ExperienceServicio al ClienteCustomer SatisfactionE-CommerceElectronicsFinancesInternal DocumentationInstant MessagingKnowledge BasesSocial MediaWorkflowsInstructional Manuals
With over 9 years of experience in customer support and software assistance, I specialize in creating seamless user experiences and solving complex problems across various industries, including gaming, IT, and customer relations. Throughout my career, I have developed a deep understanding of how to balance technical expertise with effective communication, ensuring customers receive timely, accurate, and clear support.
I began my career in customer service at Wargaming, where I worked as a Support Specialist for multiple projects, helping players with technical, account-related, and financial inquiries. This experience allowed me to interact with a wide range of customers, each with different levels of technical understanding, and find personalized solutions for their issues. I excelled at understanding client needs and providing solutions that ensured high levels of customer satisfaction.
At Lesta Games, where I worked as a Software Support Specialist for over two years, I took on the responsibility of resolving financial and account-related issues. My role involved not only providing direct support to players but also collaborating with cross-functional teams such as Monetization and Payments. I helped develop internal documentation and operational manuals, ensuring that the team had clear instructions on how to handle various types of customer inquiries. My efforts in streamlining processes and improving communication between teams led to more efficient workflows and quicker issue resolution.
I have also worked with a variety of clients across industries such as electronics and e-commerce. In these roles, I provided customer support via email, social media, and online chat, answering inquiries, processing orders, and resolving issues. My ability to adapt to different industries and client needs has made me a versatile support professional.
In addition to my core customer support expertise, I am also experienced in maintaining knowledge bases, updating FAQs, and creating troubleshooting documentation. I have worked closely with product and development teams to identify recurring issues and create solutions to prevent future problems, helping to enhance the overall customer experience.
As someone who is passionate about continuous learning, I am always looking for ways to improve both my skills and the processes I work with. I take pride in delivering personalized, high-quality customer support, and my analytical mindset allows me to provide insights that lead to process improvements and optimized workflows.
I am excited about the opportunity to work with clients who need support, whether it's through improving their customer service operations, providing technical assistance, or creating documentation. With my extensive experience, I am confident in my ability to handle any project, big or small, and deliver exceptional results.
I began my career in customer service at Wargaming, where I worked as a Support Specialist for multiple projects, helping players with technical, account-related, and financial inquiries. This experience allowed me to interact with a wide range of customers, each with different levels of technical understanding, and find personalized solutions for their issues. I excelled at understanding client needs and providing solutions that ensured high levels of customer satisfaction.
At Lesta Games, where I worked as a Software Support Specialist for over two years, I took on the responsibility of resolving financial and account-related issues. My role involved not only providing direct support to players but also collaborating with cross-functional teams such as Monetization and Payments. I helped develop internal documentation and operational manuals, ensuring that the team had clear instructions on how to handle various types of customer inquiries. My efforts in streamlining processes and improving communication between teams led to more efficient workflows and quicker issue resolution.
I have also worked with a variety of clients across industries such as electronics and e-commerce. In these roles, I provided customer support via email, social media, and online chat, answering inquiries, processing orders, and resolving issues. My ability to adapt to different industries and client needs has made me a versatile support professional.
In addition to my core customer support expertise, I am also experienced in maintaining knowledge bases, updating FAQs, and creating troubleshooting documentation. I have worked closely with product and development teams to identify recurring issues and create solutions to prevent future problems, helping to enhance the overall customer experience.
As someone who is passionate about continuous learning, I am always looking for ways to improve both my skills and the processes I work with. I take pride in delivering personalized, high-quality customer support, and my analytical mindset allows me to provide insights that lead to process improvements and optimized workflows.
I am excited about the opportunity to work with clients who need support, whether it's through improving their customer service operations, providing technical assistance, or creating documentation. With my extensive experience, I am confident in my ability to handle any project, big or small, and deliver exceptional results.
Experience
Professional experience5 - 10 years
Freelancer since2024
Languages
EnglishFluentRussianNative speaker
Project history
-Responded to incoming client inquiries via HelpDesk system in both Russian and English (channels: website widget, app client, Telegram, email).
-Provided timely and accurate support and solutions in alignment with the company's customer service policies.
-Collaborated with marketing, development, and testing teams: when identifying issues, gathered details from users, communicated information to relevant teams, and tracked the status of tasks.
-Delivered technical support for users of a Chromium-based browser, offering assistance on payment inquiries, subscription pricing, terms of use, and profile/system setup
-Provided timely and accurate support and solutions in alignment with the company's customer service policies.
-Collaborated with marketing, development, and testing teams: when identifying issues, gathered details from users, communicated information to relevant teams, and tracked the status of tasks.
-Delivered technical support for users of a Chromium-based browser, offering assistance on payment inquiries, subscription pricing, terms of use, and profile/system setup
-Processing player requests related to account and financial issues in Russian.
-Collaborating with various company departments (Monetization, Payments, etc.) and financial partners to resolve identified issues.
-Performing related activities: reviewing financial promotions, handling fraudulent transactions, processing claims, etc.
-Writing and updating operational manuals and internal instructions.
-Conducting analytical tasks to identify and implement improvements in workflows.
-Monitoring team performance, ensuring quality standards, and providing constructive feedback to employees.
-Collaborating with various company departments (Monetization, Payments, etc.) and financial partners to resolve identified issues.
-Performing related activities: reviewing financial promotions, handling fraudulent transactions, processing claims, etc.
-Writing and updating operational manuals and internal instructions.
-Conducting analytical tasks to identify and implement improvements in workflows.
-Monitoring team performance, ensuring quality standards, and providing constructive feedback to employees.
-Provided technical and customer support for Wargaming users across various projects.
-Handled inquiries related to game mechanics, account management, and troubleshooting technical issues.
-Assisted players with resolving issues related to payments, in-game purchases, and restoring lost or compromised accounts.
-Delivered personalized solutions to users with varying levels of technical expertise.
-Maintained high levels of user satisfaction by ensuring prompt and accurate responses.
-Acted as a liaison between users and internal departments to escalate and resolve complex issues.
-Monitored and analyzed user feedback to identify potential improvements in workflows and user experience.
-Trained and mentored new team members, sharing best practices and ensuring adherence to company policies.
-Handled inquiries related to game mechanics, account management, and troubleshooting technical issues.
-Assisted players with resolving issues related to payments, in-game purchases, and restoring lost or compromised accounts.
-Delivered personalized solutions to users with varying levels of technical expertise.
-Maintained high levels of user satisfaction by ensuring prompt and accurate responses.
-Acted as a liaison between users and internal departments to escalate and resolve complex issues.
-Monitored and analyzed user feedback to identify potential improvements in workflows and user experience.
-Trained and mentored new team members, sharing best practices and ensuring adherence to company policies.