Viktoriia Nikolaieva

• Overseeing daily operations of the team, QA, reporting, and newcomers' training
• Working closely with the development team, creating and approving procedures
• Handling complaints from high spenders and problematic customers
• Call center management, including making it from scratch

• Handling GDPR requests from the players
• Training newcomers
• Handling supervisor requests

• Handling players' complaints via email and over the phone in English, German, and Russian
• Handling refunds (PayPal, checks, internal tools) and billing issues
• Chat moderation
• Working as a Responsible Agent for several games (linking other agents to the development team)

Translated fiction from English/German into Russian.