Experience

Paradox Interactive

• Sweden
• Computer Games
• 300 - 400 Employee

• Customer Support Team Lead

  • Jul 2015 - Present

  Stockholm, Sweden As the Customer Support Team Lead I make sure my team of 5 provide our customers with the best possible help regardless of their issue. We are currently supporting over 100 different games on 5 different platforms which means that our range of issues are vast. My responsibilities include: - Keeping the support team up to date with all the day to day information coming in from the various product teams - Building and maintaining reports on resolution times, NPS scores, Csat scores… Show more As the Customer Support Team Lead I make sure my team of 5 provide our customers with the best possible help regardless of their issue. We are currently supporting over 100 different games on 5 different platforms which means that our range of issues are vast. My responsibilities include: - Keeping the support team up to date with all the day to day information coming in from the various product teams - Building and maintaining reports on resolution times, NPS scores, Csat scores and more - Coaching staff on how to improve their survey scores and giving feedback whenever needed - Creating and maintaining guides for various processes such as what the support team needs before, during and after releases and more - Updating and maintaining our Zendesk Helpdesk to enable customers to solve their issues without the need to contact us - Looking into ways to improve customer satisfaction Show less



Wargaming.net

• Ukraine
• Computer Games
• 100 - 200 Employee

• Community Product Specialist, Consoles

  • Jun 2014 - Jun 2015

  Paris Area, France Working closely with our Associate Producer for World of Tanks Consoles, I dedicate all my time and effort in making our products market leading. My tasks include: - Gathering statistics using Google Analytics, Facebook and Twitter to create a weekly report showing growth and fluctuation in the engagement of our community - Researching and compiling a weekly forum report for all of our seven supported languages - Creating in-game offers and server side events - Attending… Show more Working closely with our Associate Producer for World of Tanks Consoles, I dedicate all my time and effort in making our products market leading. My tasks include: - Gathering statistics using Google Analytics, Facebook and Twitter to create a weekly report showing growth and fluctuation in the engagement of our community - Researching and compiling a weekly forum report for all of our seven supported languages - Creating in-game offers and server side events - Attending offline events and community gatherings - Interacting with our community through various channels, forums, social media etc, in order to build reports and grow our product - Providing training for the office staff on World of Tanks console so they can provide the best possible support to our users

• Community Coordinator

  • Jul 2013 - Jun 2014

  Paris Area, France Tasks included: - Moderate and maintain current and future English / Swedish language forums of Wargaming's franchises. - Actively communicate through forums and social media. - Gather specific and general feedback from community and provide it to the Community Managers. - Keeping proactively up to date with new content and product releases through self-guided learning as well as provided training. - Create/edit content for assigned game websites in the form of… Show more Tasks included: - Moderate and maintain current and future English / Swedish language forums of Wargaming's franchises. - Actively communicate through forums and social media. - Gather specific and general feedback from community and provide it to the Community Managers. - Keeping proactively up to date with new content and product releases through self-guided learning as well as provided training. - Create/edit content for assigned game websites in the form of promotional text, instructional / help text, background information and any other text as required. - Ad hoc translations of service articles and game related materials. - Staying in touch and engaging with our player base by sharing tasks with our customer service team. - Creating, planning and running community contests and events involving but not limit to: social media, forums, YouTube and streams. - Attending offline events and interacting with the Wargaming community whenever possible. - Overseeing the development of the Social Media Strategy for the Wargaming Community team (all languages) - Responsible for the integration of Flickr as a social media platform, including writing guides, creating presentations for managers and training a 35+ strong Community team on how to use it



Tipico Malta

• Payment Processing Analyst

  • Jun 2012 - Jul 2013

  Portomaso, Malta - Authorization of financial transactions requested by online customers; - Processing of customer payments (withdrawals and deposits); - Monitoring of financial transactions; - Client payment investigations; - Co-operation with Fraud and Customer Care departments; - Regular Correspondence with third parties; The main third parties are our payment providers, amongst others Neteller, Moneybookers, PayPal, Ukash and Paysafe.



Blizzard Entertainment

• United States
• Entertainment Providers
• 700 & Above Employee

• Customer Support Representative Tier 3

  • Aug 2011 - Apr 2012

  Cork, Ireland Assisting our players with anything and everything, from account and technical support to in-game questions. Promotion to Tier 3 also involved various one on one coaching with other staff members to improve performance.

• Customer Support Representative Tier 2

  • Jan 2010 - Aug 2011

  Cork, Ireland Promoted to Tier 2, basically getting more responsibility in regards to billing and technical issues.

• Customer Support Representative Tier 1

  • Jan 2008 - Jan 2010

  Cork, Ireland Entry level position at Blizzard, providing the best possible customer support to our players and assisting them in any way possible.



GameStop

• United States
• Retail
• 700 & Above Employee

• Store Manager

  • Jun 2007 - Dec 2007

  Stockholm, Sweden Promoted to Store Manager, becoming responsible for scheduling, payroll and all other day to day tasks required to run the store.

• Assistant Store Manager

  • Oct 2005 - Jun 2007

  Stockholm, Sweden In the case of the Store Managers absence I was responsible for running the store. Mainly the position was helping our customers find what they were looking for, offering the best possible help in regards to purchases, returns and customer relations.



Games Workshop PLC

• Nordic Trade Sales Representative

  • Aug 2003 - Dec 2003

  Nottingham, United Kingdom Organizing Christmas orders for the Swedish stores during the busiest period of the year, both via calls and emails.



Tradition Svenska AB

• Store Assistant

  • Feb 2001 - Dec 2002

  Stockholm, Sweden Tradition was the biggest board-games, chess and computer games store in Stockholm at the beginning of 2000 and my job was to offer our customers the best possible service in regards anything relating to our products.