Viktoriia Nikolaieva
Overview
10
10
years of professional experience
Work History
Customer Care Team Lead
Gameloft
03.2019 - Current
- 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
Senior Customer Care Agent
Gameloft
11.2018 - 03.2019
- Handling GDPR requests from the players
- Training newcomers
- Handling supervisor requests
Customer Care Agent
Gameloft
09.2015 - 11.2018
- 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)
Freelance Translator
Book Club "Family Leisure Club"
03.2013 - 07.2015
Translated fiction from English/German into Russian.
Education
Master of Arts - Translator/Interpreter of English/German Language
V. N. Karazin Kharkiv National University
Ukraine06.2014
Skills
- Team Management
- Employee Training
- Communication
- Customer Relationship Management
- Call Center Management
- Multitasking
Languages
Russian, Ukrainian
Native language
English
Advanced
C1
German
Upper intermediate
B2
Spanish
Intermediate
B1
Swedish
Elementary
A2
Timeline
Customer Care Team Lead
Gameloft
03.2019 - Current
Senior Customer Care Agent
Gameloft
11.2018 - 03.2019
Customer Care Agent
Gameloft
09.2015 - 11.2018
Freelance Translator
Book Club "Family Leisure Club"
03.2013 - 07.2015
Master of Arts - Translator/Interpreter of English/German Language
V. N. Karazin Kharkiv National University