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Опыт работы

VIP Ambassador manager

с 12.2014 по 08.2020 (5 лет 8 месяцев)
Murka Games, Київ (Social Casino)

Professional Experience
VIP Support developer and Support specialist.
Start and end dates December 2019 – May 2020.
Duration of employment 6 month.
Region: Ukraine, Kyiv.

About the role

The Player Experience VIP Advocate or VIP Support plays a critical role for Murka Games by providing a white-glove support experience to Murka's most highly engaged players. I worked directly with a team and a studio to solve issues for our VIP players, collect feedback, win back lapsed players and see to it that they have a frictionless entertainment experience.

Key responsibilities

• Support the VIP players primarily through email, chat, and social channels, but sometimes picking up the phone and making that connection will be required to truly
delight our players.

• Proactively reach out to lapsed or at-risk players to identify friction points in an effort to get them back to enjoying their favorite Murka Games.

• Own the player experience and be a problem solver by using your tools, adept people skills and creative problem-solving skills to deliver solutions to VIP players that result in an exceptional play experience.

• Work with multiple teams and partners. Collaborate with other members of the VIP system team to improve performance, drive consistency across our games in order to make it easy for players to find solutions.
Key Highlights

• Created the Ambassadors program from scratch and signed 80 contracts with VIP players;

• Increased the payment capacity of the client base of the Ambassador program by 15%;

• Identified fraudulent manipulations by unscrupulous clients and found a way to close their activities by entering into their trust;

• Due to the feedback of our players the UI of the biggest Murka's project was changed that attracted new players and re-engaged the old ones.

• Youtube meetings with high payer clients with social media marketing purpose.

VIP Ambassadors
Start and end dates December 2018 – May 2020.
Duration of employment 2 years and 3 month.
Region: Ukraine, Dnipro & Kyiv.

About the role
The develop and deliver this new and exciting community-based program to support the business in reaching aggressive customer growth and sales goals.
This program will enable real time customer feedback to inform our customer and product strategies.

Key responsibilities

• Develop, launch and run an on-going program to enable understanding of customer values and shopping moments\

• Enable community generated content, photography, social shares and product reviews

• Build effective internal partnerships to improve how we serve this customer through product and customer experience

• Understand and monitor older 55+ years old regulatory requirements and trends (target customer age 45-65+)

• Oversee and support the execution of client programs end-to-end from concept (proposal and creative/social strategy) to campaign kick-off to final delivery.

Образование

School 9

Дніпро
Среднее, с 2006 по 2017 (11 лет)