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DMYTRO KONONENKO

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LinkedIn profile

PROFESSIONAL SUMMARY
Customer Support Leader with 10 years of experience in the gaming
industry. Expert in managing multicultural teams, maintaining high
customer satisfaction (83%+ CSAT), and optimizing support workflows.
Skilled in implementing effective CS procedures, quality control processes,
and support automation across PC, console, and mobile gaming platforms.

PROFESSIONAL EXPERIENCE
Customer Support Lead | Live Play Mobile Inc. | April 2021 – April 2025
• Led a multicultural team of 6 support agents across Ukraine, Poland, and Indonesia, ensuring 24/7
coverage
• Maintained consistent CSAT scores of 90%+ through implementation of effective quality control
measures & automations.
• Optimized ticket handling processes, achieving first reply times under 5 hours and resolution times
under 6 hours in general.
• Implemented support automation tools and streamlined workflows to increase team efficiency by
30%
• Developed comprehensive quality control protocols and team performance metrics
• Created and updated standardized procedures for ticket handling and customer interactions
• Conducted regular performance reviews and set individual development goals for team members

Community Manager/Game Master/Customer Support Representative | Keywords Player Support | April
2015 - April 2021
• Managed customer support functions across multiple gaming platforms (PC, console, mobile)
• Successfully handled 4 concurrent projects while serving in 3 different roles
• Created knowledge base articles and support documentation for players
• Collaborated with development teams to escalate and resolve player-reported issues
• Monitored community forums and social media channels to address player concerns
• Provided detailed bug reports and player feedback to development teams
• Contributed to improving first response times and customer satisfaction metrics

Customer Support Representative | Netfix LLC | February 2015 - April 2015
• Provided front-line customer support for software users
• Resolved customer inquiries through email and chat support channels
• Documented common issues for the internal knowledge base
• Assisted in developing standard response templates for frequent inquiries

SKILLS
Technical Skills
• Customer Support Systems: Zendesk, Helpshift, Zoho, SalesForce
• Project Management Tools: JIRA, Confluence
• Customer Satisfaction (CSAT) Management
• Service Level Agreement (SLA) Compliance
• First Contact Resolution (FCR)
 • Support Workflow Optimization
• Knowledge Base Management
Leadership Skills
• Team Management and Development
• Quality Control Implementation
• Process Documentation
• Performance Metrics Analysis
• Cross-functional Collaboration
• Multicultural Team Leadership
• Customer Experience Strategy
Language Skills
• English (Advanced)
• Ukrainian (Native)

EDUCATION
Master's Degree in Management and Administration | Kyiv National University of Construction and
Architecture

ADDITIONAL INFORMATION
Hobbies: Cycling (participant in Kyivska Sotka 2016, 2018, 2019, 2020), hiking, video games, board games,
and psytrance music.
Personal Attributes: Fast learner, excellent communication skills, team player, conflict resolution abilities,
strong organizational skills.