With over a decade dedicated to customer support, my career now at Keywords Studios has evolved into a mastery of customer support and team leadership. The remarkable achievements include managing over 7000 tickets with swift responses, mentoring agents, and maintaining a customer satisfaction score consistently above 4 out of 5.
The collaboration with development teams to streamline game features and resolve bugs underscores my commitment to quality and efficiency. At every step, from Namecheap to Keywords Studios, I have contributed to product development and knowledge base enhancement, all while fostering an environment that prioritizes customer security and support.
Experience
Keywords Studios
Mar 2020 – Present
Ukraine
Player Support Agent, Shift Lead
• Manage player support team, handling over 7000 tickets with an average response time of < 10 minutes.
• Create game feature documents and escalate bugs to the development team for resolution.
• Mentor and support agents with game-related questions, ensuring high CSAT of 4+/5.