SafeUp (later SOLI) is an international app designed to enhance women's safety worldwide. The platform allowed women to connect, free of charge, with trained and instructed individuals (guardians) in potentially dangerous or uncertain situations.

I joined the company at its startup stage and was actively involved in establishing the workflows of the support team. Leveraging my previous experience, I contributed to numerous processes that significantly improved and accelerated support team operations, attracted new users, generated positive social feedback, and enhanced the company’s reputation.

Key Responsibilities and Achievements:

• User Verification Process: Analyzed and optimized user verification procedures to improve efficiency.
• Informative FAQ Development: Created a comprehensive FAQ section to reduce customer wait times and enable users to resolve common issues independently, even outside support hours.
• Autonomy and Multitasking: Achieved a 90% first-contact resolution rate for support cases without involving the technical team.
• Team Communication Framework: Developed a communication and information-sharing algorithm for team members across various countries and time zones.
• Voice & Tone Principles: Implemented user-friendly communication principles that fostered a sense of connection with the company, avoiding overly formal interactions.
• Emergency Protocols: Created algorithms to assist women in danger, including compiling a global database of NGOs, shelters, charities, and other resources.
• Community Building: Helped build an engaged in-app user community by proposing and adding social features that encouraged communication and organic promotion of the app on social media. This led to acquiring a loyal user base in the US, UK, and Israel at no cost.
• Merchandise Coordination: Researched, selected, and managed the procurement of branded merchandise for promotions and gifts.
• Reporting and Analytics: Prepared and analyzed weekly, monthly, semi-annual, and annual reports to identify and address issues.
• Routine Support Tasks: Managed daily incoming user inquiries and ensured prompt resolutions.

These efforts contributed to the app’s growth and success, fostering a strong, supportive community and enhancing the safety of its users.

Murka is a company recognized as the best social casino operator by EGR, the most innovative company by E&K Gaming, and ranked among the top European companies.

I am working as a Support Specialist/Customer Service agent.

My job performance:

• Resolving technical incorrectness (winnings were not added, wrong calculations, payment issues, issues caused by low device productivity, and MANY others)
• Supporting players ( answering questions about the gameplay, bad luck complaints, sometimes just to talks about life to cheer up;-)
• Fixing local "bugs" from the admin panel, checking game records, giving compensations
• Maintenance of different statistics to keep the dev's team updated about the current situation
• Answering reviews on App Store and Play Market consoles
• Creating reports on a daily/weekly/monthly basis about reviews
• Moderating Facebook pages on a daily basis,
• Communication with players to keep things friendly and help in the shortest way

From 2018 to 2020, I worked as a specialist and later as the head support manager for several stores on the Amazon.com platform.

Key Responsibilities:

- Customer Communication: Provided prompt and professional support to customers.

- Maintaining Service Quality: Ensured a consistently high standard of customer service.

- Problem Resolution and Objection Handling: Quickly addressed issues and resolved customer concerns effectively.

- Returns Management: Oversaw return processes to minimize losses.

- Reporting and Analytics: Prepared reports and conducted analyses to inform decision-making.

- KPI Monitoring: Reviewed team KPIs to ensure goals were met.

- Instruction and Training Materials: Developed guides and manuals for quick onboarding and overall team optimization.

- Policy Compliance: Monitored changes in Amazon policies to prevent account suspensions, penalties, or a decline in satisfaction ratings.

-Sales Performance Analysis: Analyzed KPIs to enhance store efficiency and boost sales performance.

These responsibilities allowed me to ensure smooth operations, uphold customer satisfaction, and contribute to the overall success of the stores.