Karina Baskakova Email & Phone Number

Wilmington, Delaware, United States

As the Head of Customer Care with MightyCall, I'm leading an international team of support specialists providing technical support to our customers. My responsibilities include managing the internal/external support processes to ensure top service quality and customer satisfaction as well as the compliance with the latest industry standards. I'm also handling complex support cases and escalations.

Tallinn, Estonia

I designed from scratch & implemented a new conversation review process that allowed to better measure the customer support quality and monitor the team & individual agent dynamics with time. My approach wasn't focused on 'standard' support metrics like CSAT, FRT/ART, etc., but rather on measuring less quantifiable parameters of support communication, such as Logic & Facts, Tone of Voice, etc. I used Klaus as the conversation review tool tailored for seamless integration with Intercom.

Copywriting, translating and rewriting texts En->Ru and Ru->En.

Hong Kong Sar

In addition to routine support of cryptocurrency service users worldwide, my responsibilities as a Senior Support Agent included: - Designing the standards, scripts and templates for customer communication;- Writing technical and promo documentation on the use of our software product;- Proofreading in English plus participating in the UX localization;- Assisting with the research for the marketing materials designed for the English-speaking audience;- Monitoring brand mentions, communicating on behalf of the brand and managing brand reputation online;- Maintaining a blog and accounts on social networks (Facebook, Twitter, Medium, Reddit), as well as representing the brand on specialized forums;- Working with reviews on Google Play, App Store and Trustpilot, researching the cases behind negative reviews.

St Petersburg City, Russia

In this role I managed a team of 2 Junior Support Managers and a group of 8 moderators working remotely in 5 major social networks (Facebook, VK.com, Odnoklassniki.ru, My.Mail.ru and Fotostrana.ru). I also designed and implemented a complete set of regulations for efficient operations of my Customer Support department. My responsibilities also included the following: - Setting up and managing game forums and community pages for 3 social and 2 mobile games;- Developing the community management strategy, scheduling postings and planning activities; - Creating and updating FAQs for all Playkot games: https://playkot.zendesk.com/hc/;- Writing news, teasers, announcements for releases, events and special offers in Russian and English. I also participated in their pre-release testing and proofreading.Along with community management functions, I was also responsible for monitoring player tickets in ZenDesk and responding to them, as well as composing bug reports and submitting them to our QA and programmers via JIRA bug tracker.

United States

My responsibilities included, but not limited to:- Managing business correspondence with potential and existing clients via email and CMS;- Conferencing with remote teams and existing customers in the United States and the UK;- Writing and proofreading project documentation and manuals;- Copywriting and proofreading for a number of corporate websites;- Designing new marketing campaigns and promo materials, assisting with their implementation;- Interviewing potential employees, conducting conference calls with outsourcing teams.

Moscow, Moscow City, Russia

I wrote a number of essays for the Russian version of Sherbook: a non-fiction tribute to Sherlock BBC series. I was also responsible for translating part of the said essays into English and performing the final proofreading for the English version of Sherbook.

Pittsburgh, Pennsylvania, United States

My responsibilities included:- Providing customer support for the US-based users of the company's business software (CStoreOffice) over email, Skype and Kayako support system; - Providing feedback for remote technical specialists, getting additional issue description from users;- Updating users on the status of their tickets, step-by-step troubleshooting; - Writing texts for CStoreOffice and official Petrosoft websites;- Designing and writing user manuals and technical instructions.

St Petersburg City, Russia

My responsibilities included: - Writing press releases and updates on the newly installed Trans-Force entertainment complexes; - Copywriting for the official Trans-Force website;- Participating in the official presentation of a Trans-Force complex to the guests of the G8 summit.

Canada

In this role I provided customer support for the English-speaking users of Reget download manager by email and Kayako support system as well as answered customers' questions, and managed support tickets.