Hamotska

Taisa Hamotska
Account Management | Community Management | Customer Service
Excellence
Vinnytsia, Ukraine

✉️ [open contact info](look above in the "contact info" section)
🔗 [open contact info](look above in the "contact info" section)
Customer-focused professional with 6+ years of experience in customer support,
account management, and community management roles across tech and
gaming products. Strong background in building positive user experiences,
handling complex cases, and collaborating with product, marketing, and
development teams. Experienced in analytics, reporting, and performance
optimization. Master’s degree in English Philology with excellent
communication skills in B2C and B2B environments.

Experience:

SMM & Community Manager Sep 2025 - Dec 2025​
w7g (Genesis)
●​ Managed and engaged a global gaming community of 11,000+ players, fostering trust, loyalty, and active
participation.
●​ Created and executed social media and community content plans in collaboration with designers and
creative teams.
●​ Organized community events, contests, and interactive initiatives to increase engagement and player
retention.
●​ Moderated comments and direct messages, handled sensitive situations, and maintained a positive
brand voice across platforms.
●​ Collected and analyzed community and social media metrics, increasing average weekly ERR from
20.75% to 45.30%, and delivered actionable insights to product and development teams.
Skills: Community Management · Social Media Communications · Content Management · Figma

Customer Support Manager July 2024 - Aug 2025​
Mindly
●​ Managed client ticket queues through Intercom, delivering quick and high-quality solutions, maintaining
a high level of customer satisfaction.
●​ Monitored and responded to user feedback across various platforms, including Apple App Store and
Google Play Market, submitted concerns.
●​ Enhanced the Help Center by expanding and updating articles, improving customer self-service options
and reducing support ticket volume.
Skills: Customer Support · Intercom Customer Service Software · B2C · Knowledge Base · FAQ articles

VIP Account Manager Oct 2021 - June 2024
DGN Games (Onseo)

●​ Managed a portfolio of VIP accounts, ensuring top-notch customer satisfaction.
●​ Conducted in-depth data analysis of users' performance, extracting valuable insights for continuous
improvement.
 ●​ Created promotional activities in collaboration with the marketing, art, and product teams to ensure
effective promotion and maximum engagement.
●​ Managed and ran various social media activities, engaging users and fostering community interaction.
Skills: Account Management · iGaming · Tableau · SQL · Reporting & Analysis · JIRA · Confluence · Social Media
Communications · B2C communication

Customer Service Specialist May 2019 - Oct 2021
Fornova (Pillar Technology Ventures)

●​ Contributed to establishing the first-line support (chat widget, ticketing system) from scratch for the
company's main product, created macros and templates.
●​ Efficiently managed client ticket queues, delivering prompt and effective solutions.
●​ Expanded FAQ and Knowledge Base (Help Center) to enhance customer self-service capabilities.

In Jan 2021, was promoted to the focal point position for the first-line support of the company's products:
●​ Onboarded new agents, conducted comprehensive team training sessions, created internal
documentation and guides, supervised CS agents.
●​ Addressed/escalated complex cases and customer inquiries, ensuring swift resolution.
●​ Troubleshooted minor product issues, working with system configurations.
Skills: Customer Support · Customer Service · Team Training · Supervisory Skills · Onboarding · Zendesk
Customer Service Software · Confluence · JIRA · MongoDB · Reporting & Analysis · Business English
Communication · B2B · Knowledge Base · FAQ articles

Abuse Department Representative Jan 2019 - Aug 2021
SingleHop (INAP hosting)

●​ Validated, evaluated, and troubleshooted reports on phishing, spam, scam, virus, malware, hacking and
other fraudulent activities.
●​ Managed RBL/SBL listings.
●​ Handled Copyright (Digital Millennium Copyright Act) and Trademark Infringement cases according to
legal and regulatory requirements.
Skills: Fraud Investigations · Fraud Detection · Fraud Analysis · Fraud Claims · B2B communication

English Second Language Teacher Sep 2017 - Jul 2018
FLASH English School

●​ Taught English to non-native speakers, covering reading, writing, speaking, and listening skills.
●​ Developed and implemented lesson plans that aligned with the needs of individual students.
Skills: English as a Second Language (ESL) · Teaching English as a Second Language · English Teaching

Education:

Master of Philology (Germanic languages and literatures (including translation) (English, German)). Master's
Degree in Higher Education
Vinnytsia Mykhailo Kotsiubynskyi State Pedagogical University
Sep 2013 - Dec 2018
Professional qualification: Philologist. Lecturer of English and German languages and literature. Translator