Марія

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You can get this candidate's contact information from https://www.work.ua/resumes/10484512

Work experience

Project Manager - Diversity, Equality and Inclusion

from 07.2020 to 09.2021 (1 year 2 months)
Blizzard Entertainment, Versailles, France (IT)

Track timelines and activities for all initiatives for Network
· Keep the team informed on status of events and keep events moving along
· Coordinate with network leadership team to create project plans as needed
· Help network leadership delegate tasks and responsibilities appropriately
· Partner with local D&I Council Project Manager to establish appropriate processes and guidelines to ensure all activities follow Blizzard’s policies
· Coordinate with the Network Chair on meeting agendas and action items

Player and Support Insight Analyst

from 05.2018 to 06.2019 (1 year 1 month)
Blizzard Entertainment, Versailles, France (IT)

· Data analysis
· Managing departmental and global projects as required
· Internal investigations

Customer Service Team Manager

from 02.2015 to 07.2021 (6 years 5 months)
Blizzard Entertainment, Versailles, France (IT)

- Leading, motivating and coaching direct reports and subordinates
- Providing employee performance review
- Guiding Supervisors in providing coaching within the team
- Managing team workload and efficiency to meet or exceed departmental goals
- Attendance tracking and managing time off requests
- Annual performance appraisals
- Assisting in developing, tracking and reporting key performance measurements for the CS department
- Maintaining regional and global consistency and alignment with peers
- Identifying and developing departmental procedures and standards
- Providing clear documentation on the method and outcome of all coaching efforts and disciplinary actions for team members
- Identifying and growing talents within the team

Customer Service Senior Representative

from 04.2012 to 02.2015 (2 years 10 months)
Blizzard Entertainment, Versailles, France (IT)

-Managing a team of CS Representatives
- Monitoring employees’ performance and KPI metrics
- Documenting team reports of quality, productivity, behaviour and attendance
-Reporting and analysing team/language group statistics
-Recruiting new employees, internally and externally
-Building and executing coaching plans
-Liaising with different departments

Customer Service Representative

from 12.2010 to 04.2012 (1 year 4 months)
Blizzard Entertainment, Versailles, France (IT)

- Providing customer support to Blizzard customers
-Peer-to-peer coaching
-Investigating and following up different types of inquiries/issues
-Collecting and analysing different types of data
-Assisting other departments when needed (i.e. testing, translating)

Translator

from 11.2009 to 07.2010 (8 months)
Blizzard Entertainment, Velizy-Villacoublay, France (IT)

-Game texts translation (World of Warcraft: Cataclysm and Starcraft: Wings of Liberty)
-Web-site and forum announcements translation
-Weekly reports and bug fixing

Additional education and certificates

APMG-International

2014, AG/530949

Speos Photography Institute, Professional Photoreportage

2021-2023

Knowledge and skills

Language proficiencies

• English — fluent
• French — average
• Ukrainian — fluent
• Russian — fluent