Sofia Vakidou Email & Phone Number

Barcelona, Catalonia, Spain

▪ Project Management: Directing product support, training, support tools, and data management & analysis across multiple studios.▪ Team Management: Guiding large and diverse cross-functional teams to exceed KPIs and SLAs.▪ Stakeholder Management: Cultivating strong relationships with key external & internal stakeholders.▪ Process Automation: Implementing process improvements to optimize workflows.▪ Data Management/Analysis: Creating automated reports & dashboards.▪ Workforce Management: Responsible for maintaining 24/7 coverage and optimizing workforce planning.▪ BI: Collecting, analyzing and presenting data.

▪ Team Leadership: Successfully led a team of 50+ player support specialists▪ Knowledge Management: Developed comprehensive internal knowledge bases, enhancing the team's accessibility to information.▪ Workflow Optimization: Implemented automated workflows,resulting in enhanced team productivity.▪ CRM: Managed customer interactions and team tasks across various CRMs and management tools, including ZenDesk, HelpShift, iLiveData, Jira, Asana, etc.▪ Mentorship and Training: Trained and mentored multiple teams of Support Specialists.▪ Risk Management: Managed escalations involving high-risk tickets,by coordinating with legal teams, ensuring legal compliance and risk mitigation.

▪ Training & Coaching: Trained and coached player support agents▪ Queue Management: Managed support queues to optimize response times and customer satisfaction.▪ Knowledge Base Contribution: Aided in the development of knowledge bases and training material.▪ Issue Resolution: Processed player issues through a ticketing system, ensuring timely and effective problem-solving.▪ Quality Control: Maintained high standards of customer support through consistent quality control checks.

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