Community Manager - Customer Service Support Specialist
SC Zooku Solutions SRL
Dec 2011 - Sep 2015 (3 years 10 months)
Owned the whole end-to-end process for incidents, requests, and outages - Managed tickets on Zendesk (+1000/week) and assigned them to the right department - Kept the communication with the site's users, using all existing channels: email, on-site, in chat rooms (and implementation of new channels - social media) Extra: - Developed PR and marketing plans to communicate key messages, promoting the games to our target audience using social network platforms, groups, and blogs, and publishing articles on our website and mobile applications, Android & iOS - Brought new concepts on the monetization of the games, increasing revenue by 40% with discount sales, contests, prizes, promo campaigns, etc Key Achievement: doubled the number of active use