Laura D. Email & Phone Number

Munich, By, De

Munich, Bavaria, Germany

Munich, Bavaria, Germany

Munich, Bavaria, Germany

Munich, Bavaria, Germany

- Manage the full production cycle on all projects from problem discovery and validation to preliminary concept and stakeholder buy-in, experimentation and iteration and ending with maintenance mode.- Define KPIs and roadmap, set up experiments and analyze both quantitative and qualitative data wherever possible.- Collaborate with the Design Team on new design work, necessary UX iterations, understanding and correctly using our new design system elements, as well as user tests and surveys.- Work closely with one Engineering Team and technical team lead to manage the backlog, identify and solve dependencies, iterate on issues and do QA work.- Organize and participate in all Scrum meetings and provide Scrum master support where needed.- Define quarterly top to bottom OKRs, monitor and present the progress.- Act as the main link between the team and all other stakeholders (+ C-level).- Own the product vision, inspire the team and prioritize tasks.Projects: design overhaul and automation for the registration and onboarding process, fraud detection, programmatic advertising, switch to new payment provider.Tools: Confluence, Jira, Power BI, Zendesk, Retrium, MaxMind, Google Analytics, Hotjar, Miro

Munich Area, Germany

Munich Area, Germany

- experience in community management and member relations- payments specialist (memberships and upgrades), conflict mediation, quality control- personal responsibilities: Quality Assurance representative, QA policies and community guidelines, fraud protection and detection, member approval process, Confluence, templates, exchange with the Product TeamAccomplishments:- gathering, organizing and saving all current templates into the OTRS platform - revamping the Community Guidelines and adding a new Safety Tips page- a complete overhaul of our internal policies on misdemeanor- developing a new registration and approval policy

Munich Area, Germany

- managing the customer support team (2 agents inbound, 1 agent outbound);- maintaining, updating and suggesting improvements to the customer support team's knowledge base regarding procedures, products, platforms, soft skills;- acting as a liaison between the customer support department and all other departments within the company;- monthly training sessions to improve the service quality of the team (soft skills); - daily/ weekly/ monthly reports on the team's KPIs, workload, quality, refund statistics and general activity;- offering support regarding the know-how for all products, services, processes;- biweekly feedback reports from customers regarding the new products which I directly handle during the first 2 months;- offering QA reports (daily and monthly), as well as feedback sessions with all the agents;- maintaining an excellent relationship with our customers;- solving any issue via e-mail in English regarding the customers' orders;- supervising the support platform's overall processes and constantly improving them;- training and induction for new agents;- hiring procedures for new agents;Accomplishments: - major improvements to the team's soft skills following several training sessions;- I developed an induction course as well as tutorials for new agents;- significant improvement to the refund rate;- I developed tools to help measure refund rates and other needed statistics;

Bucharest, Romania

- offering technical support in English via phone (high speed internet solutions, routers, switches, troubleshooting etc.)- offering customer support in English via email (prepaid, credit, debit cards and accounts)- offering technical support in Japanese via email (related to games, supported devices, installation process, gameplay etc.)- Team Leader responsibilities for the game-related project- QA analysis for agents on all supported languages (English, Spanish, Turkish, Italian, Indonesian, Russian, Portuguese, Chinese and Japanese) in the game-related project- organising and offering QA Feedback sessions for all agents- organising and offering Training sessions for the game-related project- joined the Happy Hour team and helped organize a monthly team building eventObtained the following certificates:- trainer- QA assessment- QA feedback- oral and written communication soft skills

Bucharest, Romania

- drawing up lesson plans- choosing the required study materials- teaching- assessing the students' language skills through tests and conversation (both before and at the end of each course pack)- creating special lesson plans which help students prepare for the Japanese-Language Proficiency Test (JLPT)- assisting the native Japanese language teacher with carrying out a wide array of workshops such as origami and cooking classes (translation and other related tasks)

Bucharest, Romania

- carrying out all tasks related to the following departments: HR, Management, Marketing, PR and Finance and Accounting, which ensure the company's smooth sailing such as:- managing the school's website and Facebook page- attracting possible new students - in charge with drawing up the weekly schedule for all teachers- attracting new customers and maintaining those already enrolled in our Japanese classes- in charge with creating and sending the invoices, as well as managing the school's finances- managing all legal procedures, taxes and bills- building and maintaining the school's image

Bucharest, Romania

I was in charge of entry level tasks within complex and innovative recruitment & consulting projects, working under the guidance of senior consultants.My tasks involved: research, candidate search, identifying online communities, database administration, writing articles for their newly developed blog, managing Social Media coverage etc.

Bachelor Of Science (Bs), Japanese And English Language And Literature

Activities and Societies: involved in the Students' Association (ASLS)Courses: Structure of the Japanese/English Language Practice.

Master'S Degree, East Asian Studies

Activities and Societies: - managed the Facebook page (received from colleagues news and information related to East Asia, reviewed.

Japanese Language, S

Activities and Societies: Japanese language, Japanese culture, debates, homestay programA 2-week program which aims at combining language.