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Denys Sokolov

Customer Support Specialist

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Intro
Kharkiv, Ukraine
Player Support Agent, Shift Lead at Keywords Studios
Studied English at State Pedagogical University, Kharkiv
Joined June 12, 2025

Skills

Languages

English
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Fluent
Russian
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Native or Bilingual
Ukrainian
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Native or Bilingual
About
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
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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.
Education
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State Pedagogical University, Kharkiv
Jan 1996 – Jan 2001
Master's, English Language, English