Lilia Khramtsova Email & Phone Number

Berlin, Germany

💠 Managing a vibrant community of millions of players worldwide for a hardcore full-loot MMORPG with 300k DAU.💠Devising and implementing content strategies for various community platforms including Reddit, Twitter, and Discord, preparing text with specifically tailored tone of voice for each platform. Crafting accompanying images and promotional videos. These efforts significantly amplified reach and engagement across all platforms.💠Overhauled the game's official Discord… Show more 💠 Managing a vibrant community of millions of players worldwide for a hardcore full-loot MMORPG with 300k DAU.💠Devising and implementing content strategies for various community platforms including Reddit, Twitter, and Discord, preparing text with specifically tailored tone of voice for each platform. Crafting accompanying images and promotional videos. These efforts significantly amplified reach and engagement across all platforms.💠Overhauled the game's official Discord server for better structure and utility. Implemented bots and an auto-moderation system. Substantially increased the reach of official posts.💠Assured timely communication of issues and updates to the community across all platforms.💠Managing community crises and unrest during challenging times. This included crafting official statements on behalf of the company, responding to user complaints, and maintaining clear lines of communication.💠Contributed to the battle against bot-related issues in the game by developing strategies for detecting bots via game logs.💠Assisted in organizing game tournaments, both in their execution and in designing a new bracket layouts for streams.💠Significantly improved the overall community mood and sentiment, including on platforms previously known for their toxicity. My approach is to transform challenges into opportunities for community growth and positive engagement. Show less

Limassol, Limassol (Lemesos), Cyprus

Lead community and SMM manager in one of the fastest-growing mobile games publishers - AppQuantum, sponsored by Playrix. 💠 I created a community branch that was new for the company. Developed a Community and SMM strategy for the projects considering the specificity of the genre (idle games) that is not predisposed to organic community growth.💠 Formed a community\SMM department, including the Creative team and Art team.💠 Performed audience analysis for each project… Show more Lead community and SMM manager in one of the fastest-growing mobile games publishers - AppQuantum, sponsored by Playrix. 💠 I created a community branch that was new for the company. Developed a Community and SMM strategy for the projects considering the specificity of the genre (idle games) that is not predisposed to organic community growth.💠 Formed a community\SMM department, including the Creative team and Art team.💠 Performed audience analysis for each project. Developed content strategy, tone of voice, and "media image" for each. 💠 Set up CM\SMM department pipelines, processes, reporting, and review systems for creative, art, and community teams.💠 In three months, we gathered around 80k followers in total for two top projects on various media resources, even without Facebook connection and associated rewards. Total media reach for every project - around 1mil people. 💠 Developed a "promotion strategy" for 9Gag and Reddit. Some of the publications went viral and increased games' brand awareness. 💠 Built a strong "community core" using Discord, Reddit, and Facebook Groups. That includes active fans, moderators, brand advocates, and content creators.💠 Both of the main projects started showing record-breaking profits. I consider our department's efforts as one of the sources for the success. Show less

Moscow, Russia

Part-time community manager for the classic-style RPG game Pathfinder: Kingmaker and its sequel Pathfinder: The Wrath of the Righteous - one of the most successful Kickstarter campaigns of 2020 with almost 40k backers. 💠 Surrounded our community with care on all the possible platforms, answering, communicating, and doing my best to ensure that none of the player’s concerns were left unresolved. 💠 Handled community outbursts during problematic release as a person in charge of… Show more Part-time community manager for the classic-style RPG game Pathfinder: Kingmaker and its sequel Pathfinder: The Wrath of the Righteous - one of the most successful Kickstarter campaigns of 2020 with almost 40k backers. 💠 Surrounded our community with care on all the possible platforms, answering, communicating, and doing my best to ensure that none of the player’s concerns were left unresolved. 💠 Handled community outbursts during problematic release as a person in charge of working with negative feedback. As a part of it, I significantly reduced tension in the community by writing public statements on behalf of the team. 💠 Acted as a liaison between players and QA team, maintaining a constantly updating database with bug reports, supporting files, WTR, and preparing patch-notes for the community. 💠 Created content and materials: news, community posts, monthly digests, website content, vids. 💠 Managed a group of outsourcing community managers provided by the publisher Deep Silver and presented the team in negotiations with Microsoft and Sony representatives. 💠 In a constant strive to improve the department's effectiveness, content quality, and community engagement, I performed an in-depth analysis of our performance and developed several concepts to enhance the workflow. Show less

Moscow, Russia

Lead community manager in Rook1 studio. Projects: mobile team shooter "Diesel Soldiers", currently still in the Beta stage.I built the main core of the community, prepared the game’s media and Discord, developed long-term strategies, defined the customer portrait and a tone of voice. 💠 Created the game’s fan community from scratch by establishing connections with clans, communities, and micro-influencers involved in similar game genres and performing in-depth interviews with… Show more Lead community manager in Rook1 studio. Projects: mobile team shooter "Diesel Soldiers", currently still in the Beta stage.I built the main core of the community, prepared the game’s media and Discord, developed long-term strategies, defined the customer portrait and a tone of voice. 💠 Created the game’s fan community from scratch by establishing connections with clans, communities, and micro-influencers involved in similar game genres and performing in-depth interviews with target audiences. 💠 Kept the community active and involved, encouraging feedback and providing regular reports to the developers' team. Recruited a group of volunteer helpers and moderators. 💠 Performed several community tests and surveys to reveal the main gameplay issues and technical troubles in the game. One of the tests helped discover a reason behind the critical retention drops. 💠 Performed marketing and competitive analysis, identified a customer portrait, used it to develop community and marketing strategies.💠 Actively participated in development by performing analytics, creating technical specifications for the game features, and providing suggestions for the in-app offers. Show less

Moscow, Russia

Community management and Content Creation (Ru\EN. Remote) in Fast Forward studio. Projects: Bombastic Brothers.💠 From zero-point to thousands of people. I created a positive, non-toxic, and supportive community around our project in RU\EN social networks and Discord. Was able to save the core in tough situations and maintain the organic inflow even without advertising.💠 Defined a friendly tone of voice that was deeply accepted by players: “I was playing alone, but then I… Show more Community management and Content Creation (Ru\EN. Remote) in Fast Forward studio. Projects: Bombastic Brothers.💠 From zero-point to thousands of people. I created a positive, non-toxic, and supportive community around our project in RU\EN social networks and Discord. Was able to save the core in tough situations and maintain the organic inflow even without advertising.💠 Defined a friendly tone of voice that was deeply accepted by players: “I was playing alone, but then I found out that I have Bros!”💠 Developed visual style for media posts and created visual templates (maintenance, giveaways, updates, etc.) Made lots of unique pictures from scratch, using game materials and screenshots.💠 Created flexible content plans and almost all social media content for our project: hundreds of texts, pictures, vids, guides, patch notes, promotions in both languages.💠 Generated regular contests, events and Q&A for community engagement. Encouraged UGC and surrounded content creators with community respect.💠 Was able to hold our Stores rating at 4,6 - 4,7 and made sure there's little to no negative reactions in media: by responding to feedback, resolving complaints, personally reaching haters.💠 Constantly gathered players' feedback\suggestions and processed those into a comprehensive analytical overview for the developers' team. Provided ideas to enhance users' experience.💠 Provided technical support, collected bug reports, and monitored the situation 24\7 to ensure immediate reaction in case of emergency.💠 Was always in love with our game and players because only love can turn a random crowd into a glued community. Show less

New York, United States

STAYVO LLC provides managing services to rental property owners in NYC and NJ. I was responsible for the entire complex of the customer experience: from drawing attention to our apartments and leading potential customers to the booking stage, to providing full support during their stay. (Remote)Achievements:✔ Increased the average monthly number of 5* reviews five times to the initial amount.✔ Increased total number of bookings three times.✔ Effectively resolved all, even… Show more STAYVO LLC provides managing services to rental property owners in NYC and NJ. I was responsible for the entire complex of the customer experience: from drawing attention to our apartments and leading potential customers to the booking stage, to providing full support during their stay. (Remote)Achievements:✔ Increased the average monthly number of 5* reviews five times to the initial amount.✔ Increased total number of bookings three times.✔ Effectively resolved all, even most drastic, conflict situations: e.g., customers who were drown in the middle of the night and spent hours in cold water, in the end, left us a perfect review and 5*.✔ Made such an alluring listing for our most inconveniently located apartment, that the apartment became totally booked for a year ahead.Responsibilities:💠 Communicate with customers at Airbnb, Booking, and messengers. Full 24\7 support during their stay.💠 Resolve issues and calamities that occur in our apartments in charge. 💠 Manage and control technical staff - cleaners, maintenance specialists, etc.💠 Conflict resolution - ensuring that every client is calmed and satisfied, and their complaints are sorted out ASAP.💠 Create listings and descriptions - both texts and covers. 💠 Create marketing and guiding materials: guestbooks, guidelines, area guidebooks.💠 Train other customer service managers, create databases, FAQs, scripts, and other educational materials. Show less

Dubai, United Arab Emirates

Content production: articles, reviews, leaflets and presentations, postcards, other advertising, and marketing materials.Activity:💠 Created a new remote department. Planned and developed its structure and performance regulations.💠 Found skilled and reliable free-lancers and team members. 💠 Developed detailed plans for multiple company's projects and was coordinating progress and implementation. 💠 Created a base of marketing materials, briefs and guidelines for all… Show more Content production: articles, reviews, leaflets and presentations, postcards, other advertising, and marketing materials.Activity:💠 Created a new remote department. Planned and developed its structure and performance regulations.💠 Found skilled and reliable free-lancers and team members. 💠 Developed detailed plans for multiple company's projects and was coordinating progress and implementation. 💠 Created a base of marketing materials, briefs and guidelines for all kinds of executors. 💠 Was personally developing presentations and articles that required in-depth knowledge of the topic.💠 Acted as a mediator between Sales Department and Strategic Marketing team to establish understanding in all stages of the funnel. 💠 Reported directly to the company's General Director. Show less

Dubai, United Arab Emirates

Personal management and expert consulting for VIP clients. Also, couching for the new Sales Managers.Achievements:✔ Created hundreds of ready-made CP, scripts, and learning materials (text and video) and organized them inro a structured database. This base improved the coaching process and allowed new Sales Managers to learn the basics on their own. ✔ Developed and implemented "fast CP compilation system", which greatly improved Sales team… Show more Personal management and expert consulting for VIP clients. Also, couching for the new Sales Managers.Achievements:✔ Created hundreds of ready-made CP, scripts, and learning materials (text and video) and organized them inro a structured database. This base improved the coaching process and allowed new Sales Managers to learn the basics on their own. ✔ Developed and implemented "fast CP compilation system", which greatly improved Sales team performance.Responsibilities:💠 Personal sales manager for the corporate clients, from the application to the deal. (Ru\En)💠 Support, consultations, conflict resolutions and additional services promotion even after the deal.💠 Selecting the right type of license for the business; make a comprehensive info report and personal proposal; find solutions and alternatives for complex licenses that have complicated requirements.💠 Coaching, knowledge checking, assessment for the company Sales Managers.💠 Creating various informational materials: briefings, reports, help-notes, marketing-researches and proposals for the clients, as well as learning materials for the Sales Managers. Show less

Yekaterinburg, Sverdlovsk, Russia

Freelance graphic designer (print, presentations), web developer, retoucher, photographer. Copywriting and localization services.Game-industry related highlights:✔ Won a 4game competition “New class for AION” with a concept of Bulldozer character accompanied by a description of its skills and mechanics;✔ Created and maintained russian community fan-site for the MOBA game LOCO, featuring self-developed build calculator for the game;✔ Participated as an EN-RU translator for… Show more Freelance graphic designer (print, presentations), web developer, retoucher, photographer. Copywriting and localization services.Game-industry related highlights:✔ Won a 4game competition “New class for AION” with a concept of Bulldozer character accompanied by a description of its skills and mechanics;✔ Created and maintained russian community fan-site for the MOBA game LOCO, featuring self-developed build calculator for the game;✔ Participated as an EN-RU translator for Visual Novel games in Baka-Tsuki Translation Community. Show less

Yekaterinburg, Sverdlovsk, Russia

Designer in charge of developing branding products, gifts and banners for corporate clients, including some biggest companies in the Ural region, such as: Ural Mining and Metallurgical CompanyIngosstrakhUralsvyazinform

Yekaterinburg, Sverdlovsk, Russia

Manager in charge of corporate clients. My responsibilities included: 💠keep track of clients and their inquiries; 💠process orders and fill briefs; 💠prepare technical specifications; 💠control orders progression; 💠assist designers if needed; 💠 prepress preparations.

Yekaterinburg, Sverdlovsk, Russia

Responsibilities:💠Manage inquiries; 💠prepare technical specifications; 💠create initial sketches and mockups for the websites; 💠HTML and CSS coding.