Anca Fica

Responsibilities - Studio Specialist - June 2023 - May 2024:

• Providing support in a timely and accurate way via messaging app for business to Studio Producers/Dev Teams/PS (trimester estimates ~170 escalations).;
• Creating, maintaining and updating guides and documentation specific for features/products/events;
• Reporting product issues to Studios/DEV teams;
• Offer guidance to regional teams and ensures change management for new features/events/products;
• Analyze and report product malfunctions to Studios/Dev teams
• Gather PS feedback and share it with Dev Teams and Studios
• On-demand investigations for Studios/Dev Teams;
• Onboarding training/shadowing for new Specialists;

Responsibilities - Knowledge Specialist - June 2024 - Present:

• Refine existing documentation for ease of use and global policy/process alignment
• Support PS Writers with subject matter expertise on agent processes and tools, regional knowledge needs, and internal localization
• Communicate with different teams to gather information and solicit feedback on drafted content as needed
• Consult on documentation needs to support change management and learning initiatives
• Monitor incoming content requests and address or escalate as appropriate
• Perform regular review and verification to maintain content health
• Complete ad-hoc writing and editing tasks delegated by PS Writers and KPM
• Maintain personal familiarity with agent tools, processes, and regional knowledge needs.

Role attributes:

• Process design & process improvement with the scope of streamlining agent work and increasing user satisfaction;
• Quality Control & Analysis for both agents, specialists and leaders;
• Created, delivered and assisted on creating onboarding and advanced trainings;
• Created and delivered a training for new Subject Matter Experts;
• Spike mitigation plans and solutions for ticket intake;
• Development and support via coaching sessions for specialist agents;
• Communicating with product teams and reporting potential issues that affected our users;
• Regular analysis in regards to discipline health and raising potential flags; Point of contact for analysis on the discipline;
• Providing, receiving and encouraging feedback and perpetuating a healthy feedback culture;
• Facilitate regular feedback loops with stakeholders to identify knowledge gaps and inform training development;
• Develop and implement strategic initiatives to optimize knowledge transfer across teams and enhance operational efficiency;
• Act as a liaison to product management and engineering teams to advocate for user-centric enhancements and communicate feedback from frontline staff;

Extra activities:

• Ambassador across the organization and member of the Engagement team for the whole campaign;

• Delivery lead in a pivotal project for career growth and development for the whole campaign (Agile project);

• Respond to player inquiries in a timely and professional manner through a ticket-based support system and do everything in your power to make the experience a positive one
• Investigate and resolve account-level issues with a superb attention to detail
• Identify trending issues and bugs submitted by players and communicate them to the appropriate teams
• Provide feedback on the various tools we use to improve efficiency
• Document customer interactions and feedback accurately to improve service delivery and experiences.
• Utilize problem-solving skills to resolve complex customer concerns effectively and efficiently.
• Collaborate with cross-functional teams to provide seamless support and improve customer service processes.

• Conducted outbound calls to potential clients to promote products and services, achieving a minimum sales target each month.
• Managed customer relationships through effective communication and follow-up calls to ensure satisfaction and repeat business.
• Provided accurate information and guidance to customers regarding product features and benefits to support their purchasing decisions.
• Utilized CRM software to track leads, update customer information, and report on sales performance and trends.
• Collaborated with marketing teams to create promotions and sales campaigns tailored to customer preferences and market needs.
• Participated in regular training sessions to enhance sales techniques and increase overall effectiveness in phone sales operations.
• Utilized active listening skills to assess customer needs and recommend appropriate products during phone interactions.

• Counceling activity regarding legal affairs for the company;
• Analyzing contracts signed by the company;
• Periodically consulting the Official Monitor for the latest laws;
• Drafting the documentation needed by the company;
• Advising the company on compliance with legal regulations and industry standards
• Negotiating contracts and agreements to protect the company's interests
• Conducting legal research to support business decisions and strategic initiatives
• Collaborating with external legal counsel on complex litigation matters