PurpleGem is a small but mighty consulting agency. We use our years of experience and research to quickly improve core KPI for e-commerces and creators by building great support teams.
After the Traffic & Conversion Summit in 2017, where ManyChat got massive exposure, lots of new users joined the platform. I became the 1st Support Representative in the company. Together with the Director of Growth, Dan Gamito, we worked on processes, user education, and tickets. Lots of tickets.
Four more people were hired to support team and I moved to more of a management position. Working on team motivation, education, schedule and so on I was still deeply involved in customer success. With my colleagues I was involved in creating newsletters, writing articles and case studies for our blog (https://blog.manychat.com/) and decreasing number of support tickets by improving our Knowledge Base (https://support.manychat.com/support/ solutions).
The support team has grown from 1 to 11 agents and we were receiving
500-600 new tickets every day. I was involved in agents hiring and mentoring
including working on internal educational materials.
On a day to day basis, I collaborated with the development team of more than 30 people.
With growing team demands in tools and support automation, I suggested moving from Intercom to a more complex ticketing system -- Freshdesk. I participated in shopping for it, testing, adjusting to our needs and maintaining. Since scaling our workflow we were resolving ~800 tickets every day with a resolution time 3-4 hours for less technical tickets and ~24 hours for more complex issues.
Plamee invited me to build a support team for them from scratch. Their game Narcos: Cartel Wars became very successful but there wasn't ready to handle an increased number of support tickets. I jumped right into that but after two months find myself at the exact same place as I started. Two new support agents were interviewed approved by me a month ago but still weren't approved by management in Israel.
I admitted that at this point I am not able to provide players with the level of support they deserve. And after further discussion, the company stated that they can't do anything else from their side. I decided to part my ways with the company.
Nevosoft is a successful video game developer and publisher from Russia. I joined the team as a remote CM to assist their community team. Later I joined their office in Saint Petersburg. My main project was Charm Farm -- a casual farming game. I manage content and community for the game on 5 different social platforms both in Russian and English. After a year I have built a team of dedicated moderators who managed all social media, which allowed me to work on more projects. As a result, I was in charge of 4 different games and made a huge impact on games KPI.
1. Built a fully functional team of Community Helpers and Moderators to provide communication with players in 4 languages: Russian, English, German, French.
2. Gathered a group of passionate players to translate all Facebook app page posts into 7 languages: Russian, English, German, French, Dutch, Spanish, Portuguese.
3. I was able to manage 4 different game communities at the same time.
I joined Targem Games as a CM for their successful game Star Conflict.
Together with another CM, we were working on a dialog with our players
on various platforms (social networks, forums, Steam) both in Russian and English. We started from forums and I was really eager to work closely with social media. Management agreed to expand our presence online, I created a new content plan for Facebook and Vkontakte and successfully managed to make Star Conflict more visible on social media.
1. Building and fine-tuning a two-way communication between community and dev team.
2. Fine-tuning communication with the player base.
3. Dramatical improvement in social networks’ retention rates.
4. Creating, defining and implementing the company’s approach to community relations.
The company was creating web pages for local businesses. I was in charge of content strategies, SEO, visual content, and articles. It was my first IT job, and I enormously improved my HTML/CSS, SEO, and Photoshop skills. While learning how IT projects work and how to build a strong relationship with clients I participated in dozens of web design projects of different sizes.
Master's degree, Linguistic, Comparative, and Related Language Studies and Services