Head Of Customer Service

• Jul 2022 - Present

Senior Service & Customer Support Manager

• Aug 2021 - Jul 2022

Manager of Customer Experience

• Jul 2021 - Aug 2021

• Perform a client training • Tracking customer experience across different channels • Collaborating with sales & consulting team to enhance customer service and brand awareness • Identifying needs and running campaigns & initiatives • Increase customer satisfaction and loyalty • Answering day-to-day client account queries and providing creative solutions • Working on ongoing projects, tasks and deadlines • Perform a client training • Tracking customer experience across different channels • Collaborating with sales & consulting team to enhance customer service and brand awareness • Identifying needs and running campaigns & initiatives • Increase customer satisfaction and loyalty • Answering day-to-day client account queries and providing creative solutions • Working on ongoing projects, tasks and deadlines

Senior Customer Service Associate

• Mar 2015 - May 2021

• Identify and resolve all game irregularities (software issues or any other reason) • Resolve customer disputes related to the actions of the company's employee or any other event that could have affected the integrity of the game • Escalate all incidents that cannot be resolved at the 1st line to the appropriate 2nd line, or 3rd line support function • Monitor critical application functions and Infrastructure components via the provided monitoring tools Developing and leading… Show more • Identify and resolve all game irregularities (software issues or any other reason) • Resolve customer disputes related to the actions of the company's employee or any other event that could have affected the integrity of the game • Escalate all incidents that cannot be resolved at the 1st line to the appropriate 2nd line, or 3rd line support function • Monitor critical application functions and Infrastructure components via the provided monitoring tools Developing and leading training for B2B clients Preparing daily reports for the B2B clients • Perform the game(s) testing and analysis • Run bug or issue report • Read and understand JavaScript logs • Communication with B2B and B2C customers with appropriate channels: Skype, Jira Service Desk, e-mail, and Live Chat • Onboarding and integrating new B2B customers in Customer Support Department routine Show less • Identify and resolve all game irregularities (software issues or any other reason) • Resolve customer disputes related to the actions of the company's employee or any other event that could have affected the integrity of the game • Escalate all incidents that cannot be resolved at the 1st line to the appropriate 2nd line, or 3rd line support function • Monitor critical application functions and Infrastructure components via the provided monitoring tools Developing and leading… Show more • Identify and resolve all game irregularities (software issues or any other reason) • Resolve customer disputes related to the actions of the company's employee or any other event that could have affected the integrity of the game • Escalate all incidents that cannot be resolved at the 1st line to the appropriate 2nd line, or 3rd line support function • Monitor critical application functions and Infrastructure components via the provided monitoring tools Developing and leading training for B2B clients Preparing daily reports for the B2B clients • Perform the game(s) testing and analysis • Run bug or issue report • Read and understand JavaScript logs • Communication with B2B and B2C customers with appropriate channels: Skype, Jira Service Desk, e-mail, and Live Chat • Onboarding and integrating new B2B customers in Customer Support Department routine Show less

Assistant to Reservation Manager

• Nov 2013 - Mar 2015

• Manage reservation services for the restaurants, • Maintain professional, courteous relationships with existing and prospective customers, • Assist the reservations manager to control rates and restaurant capacity, • Manage records in the reservation system, • Maintain good working relations with other departments. • Manage reservation services for the restaurants, • Maintain professional, courteous relationships with existing and prospective customers, • Assist the reservations manager to control rates and restaurant capacity, • Manage records in the reservation system, • Maintain good working relations with other departments.

Guest Relation Officer

• Jun 2013 - Jul 2013

• Addressing and escalating customer complaints • Providing information about facilities, programs and other services • Welcoming guests in a friendly and professional way • Addressing and escalating customer complaints • Providing information about facilities, programs and other services • Welcoming guests in a friendly and professional way