Aleksey Aleksandrovich

Working for a B2B client as a Customer Support representative via email for Russian and English. Worked on translation tasks and complex optional tasks within the company.

Using tools such as Slack, Zendesk, Power BI (visually overseeing KPIs for now), AI automation tools where needed or appropriate, and working with Excel, Loop, and other Microsoft tools for various tasks.

Other key points:

• Translation from English to Russian, and vice versa.
• Constantly improving personal KPIs and speed.
• Maintained a friendly environment within the team and worked on optional projects.
• Enhanced customer satisfaction by promptly addressing and resolving support inquiries. One of the highest performers in terms of customer satisfaction and quality control.
• Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
• Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
• Developed comprehensive knowledge of company products and services to better assist customers with their individual needs. Used time valuably to ensure robust product knowledge.
• Provided some mentoring and help for new team members for seamless integration into the customer support environment.
• Assisted in streamlining internal processes by identifying areas of improvement and proposing actionable solutions that enhanced overall efficiency. I have always strived to improve existing processes for the whole company.
• I worked under a strict NDA, but everything can be fact-checked if needed.

• Investigated malfunctions of in-game products, tracking issues to discover root causes and possible corrective measures.
• Wrote and submitted comprehensive bug and feedback reports, providing details on factors such as ease of replication, severity, and other metrics.
• Collaborated with team members to test multiplayer content during massive multiplayer stress tests.
• Followed procedural protocols for determining content functionality and quality.
• Adapted quickly to new gaming platforms and technologies, maintaining expertise in industry trends.

• Adapted quickly to changing environments for continued professionalism under pressure.
• Remained focused, motivated and professional throughout long art sessions
• Collaborated effectively with artists to create cohesive and successful projects.