Mel Szwit Email & Phone Number

Berlin, Germany

Leading an end to end player support for Solitaire Home Story:- Setting up and maintaining the CRM (Zendesk) through new games and contact platforms being added to the ecosystem while focusing on standardization and scalability. - Designing, developing, and implementing a modular contact form to thrive for a better player experience.- Overhauling and maintaining Zendesk tracking, including an extensive system of tags and views to upscale our data and analytics capabilities.- Making essential changes to improve the overall player experience and setting the right expectations with our players by leveraging additional functionalities of the CRM such as schedules, business hours, triggers and automations.- Overhauling and maintaining the external Help Center and Knowledge Base for player self-help.- Creating and maintaining a wide collection of support macros.- Developing and documenting CRM processes, such as compensation, to ensure fair treatment, transparency and consistency within the project and community.- Directly engaging with the game’s platform to help solve player problems.- Identifying, tracking, and prioritizing issues to be followed up on by the QA and DEV teams and closely collaborating with them.Developing and growing the community of Solitaire Home Story:- Creating and publishing engaging, creative content to foster community engagement.- Developing new post formats to ensure diverse and dynamic content.- Proactively interacting with the community to build strong relationships and maintain active communication.- Collecting and analyzing community data, including player behaviors, reactions, sentiment, and suggestions.- Providing regular updates to team across all departments, leveraging community insights to drive game improvements based on player feedback.- Collaborating with the marketing artists to produce high-quality, engaging visual content.- Designing artwork for the community webpage to enhance user experience and engagement.

Germany

- Managed Discord communities for Travian: Legends and Rail Nation.- Took care of a diverse international community, including English speakers, Nordics, Dutch, Ukrainian, and Romanian players.- Engaged players in meaningful and entertaining discussions, ensuring they felt valued and motivated to remain active community members.- Conceptualized and organized player events such as quizzes, competitions, and giveaways.- Collected community feedback and analyzed various success criteria (engagement, player sentiment) to understand which activations are the most valuable ones both for the players and the company.- Recruited, trained, and led a team of moderators, fostering their strengths, collaboratively working on improving their weaknesses, and ensuring they felt motivated and integrated within the team.

Poland

Part of a hand picked team chosen to pilot a major support program for leading online games:- Entrusted with providing comprehensive technical support for popular multiplayer games, ensuring players have a seamless and enjoyable experience.- Addressed player feedback, resolved content issues, and managed ban appeals, ensuring a positive player experience.- Acted as the team's subject matter expert, offering expertise on game mechanics and updates, while keeping the team informed about emerging issues and community happenings.Valuable contributor to support operations of a popular sports game:- Provided extensive support, handling issues such as compromised accounts, ban appeals, and a variety of technical problems.- Trained new team members and provided support to struggling agents, contributing to the company's goals.- Contributed to the engagement team, fostering team integration and maintaining morale across departments.

Poland

- Managed a portfolio of specific business clients, providing personalized assistance for all Office 365-related inquiries and issues.- Assisted clients with product purchases, offering detailed explanations on the usage of applications to ensure best user experience.- Resolved a variety of technical issues, ensuring minimal downtime and maintaining high client satisfaction.- Maintained accurate records of client interactions, ensuring all notes were clear, comprehensive, and included essential information for seamless follow-up.- Utilized proprietary software tools to efficiently manage and track support activities.

Zachodniopomorskie, Poland