Experience

Mailbird

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Tech support / QA

  • Nov 2019 - Present



Ubisoft

• France
• Computer Games
• 700 & Above Employee

• Customer Support Escalations Specialist

  • Jul 2016 - Aug 2019

  The key area of this role is to handle final tier support for CRC teams, point of escalation for over 300 front line support agents. The HD Escalation team supports all of the teams within EMEA - some 15 different languages.My duties include:- escalations to external and internal partners- legal escalations- remote cooperation with various teams in the company (business, games and services developers, marketing, public relations etc.).- maintaining extensive, deep product knowledge (including creating and amending Knowledge Base articles)- liaise with services and product development teams (reporting issues and feature requests via JIRA and weekly conference calls)- case studies on trends and ongoing issues- support for the game leads, territory leads and managers- providing feedback on processes and tools used by the CS department and helping to update them- watching over online services, testing and reporting outages and degradations to relevant IT teams - ongoing, daily support (guidance, second opinions and judgement calls) for CS agents and outside partners (personally or via dedicated Slack channel)Tools used: Salesforce, JIRA, MS Office, Slack, MS Teams, Confluence, Trello. Show less

• Customer Support Agent

  • Sep 2014 - Jul 2016

  Consistently provides solutions to the consumers and delivers an exceptional customer experience with every interaction. Supports all consumer contacts in the specified native language; using webmail primarily, and potentially forums and social media in coordination with Community Managers:- monitor allocated territory queues to ensure SLA’s are met- proficient in troubleshooting technical issues- develop a deep knowledge of Ubisoft products and process- provide first contact resolution of customer issues- take personal ownership of customer requests and provide an out of this world level of support- support community managers as and when required- support new projects and the wider business as and when required- provide exceptional customer experience as measured through customer surveys and internal SLAs Show less



Respondez

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Lead Agent for Ubisoft contract (Ghost Recon Phantoms game)

  • Jan 2014 - Sep 2014

  Managed CS team work accordingly to the client demands and Servcice-Level Agreement, acted as the first point of contact for advisors working on Ubisoft free to play game:- provided customer support via email- provided Second Level Support to CSR- communicated directly with Developers, GM, CM, and shared information with the team and Online Coordinator- responsible for project coordination conference calls with all members of the project- provided daily, weekly and monthly reports as requested by the Client - kept Online Coordinator updated on the project- overwatched game servers during weekends for any service disruptions and raised SOS tickets when necessary- while cooperating with GM teams, identified potential game bugs or issues reported by players and created relevant JIRA cases Show less

• Customer Support Representative for Ubisoft contract

  • Mar 2013 - Jan 2014

  Provided first class support to customers via E-mail:- replied to all emails, in relation to F2P games within SLA- player’s retention to maximize profits- diagnosed and troubleshot customer technical problems - investigated and resolved customer accounts and billing issues - investigated and reported any problems with the website/cheat system/web shop reported by customers - ensured that all problems are dealt with promptly and efficiently - ensured that all customers are treated courteously at all times - translated all customer service and other related material into the required languages Show less



Skrivanek Poland, part of Skrivanek Group

• Poland
• Translation and Localization
• 1 - 100 Employee

• Financial Settlement Specialist

  • Jan 2012 - Sep 2012

  Achieving a promotion in recognition of consistently outstanding attainment, managing the financial aspects for the two branch offices and confirming the accuracy of sales registers and associated documents:- Running the daily, weekly and monthly raising and coding for sales invoices, maintaining appropriate documentation for tax calculations and preparing accurate, detailed monthly sales reports.- Handling complex issues and enquiries from suppliers, customers and co-workers on sales-related matters. Show less

• Settlement Clerk

  • 2008 - Jan 2012

  Undertook a number of duties and gaining continued experience within the financial management in the commercial sector including maintaining accurate registers for accounts payable and accounts received:- Managed the entry, posting and registering of bank statements and cash book reports.- Participated in stocktaking equipment and fixed assets.- Developed a new register for costs and revenues from specialist job orders.- Rapidly gained a robust understanding and high level of expertise in new accounting and bookkeeping software. Show less

• EU Project Finance Expert

  • Jan 2011 - Oct 2011

  Managed this prestigious short term project whilst continuing Settlement Clerk duties on a part-time basis:- Tracked, controlled and settled project expenditure in accordance with the required regulations.- Prepared precise, detailed project financial descriptions and associated accounts documentation, with responsibility for sign-off and verification of accuracy.

• Administrative Assistant

  • Jun 2007 - Jan 2008

  Provided comprehensive administrative support to the Financial Manager and the Finance department including managing incoming and out-going communications including post, fax and emails, ensuring the timely distribution of important documentation:- Maintained sales documents, both physical and electronic copies.- Managed the invoice registers, arranged business trips and controlled the associated documents.- Performed a number of ad hoc duties including personally taking documents to the tax office, registering company cars at the local government offices and obtaining real-estate registration documents from the district court. Show less