Polina Turi
Helsinki, Finland,Uusimaa
Summary
Experienced customer service and CRM professional with over 5 years of leadership in customer support. Demonstrated expertise in managing high-volume customer inquiries, resolving escalations, and optimizing overall customer satisfaction. Proficient in utilizing Zendesk, Salesforce, HubSpot, Helpshift, and Monday.com to streamline operations. Skilled in providing technical support, developing support protocols, and leading teams to deliver exceptional service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support & Community Manager
Pixion Games
03.2023 - 01.2024
- Provided first and second-line technical support for Fableborne’s 50K+ player community, troubleshooting 100+ inquiries weekly, resolving game-related issues, and escalating 10% of complex cases to the development team.
- Managed customer interactions via Discord, email, and Zendesk, achieving a 35% reduction in response times and maintaining a 90%+ user satisfaction rating.
- Created and maintained 50+ help articles and FAQs, reducing inbound queries by 30% and improving self-service support efficiency.
- Led player feedback initiatives, analyzing thousands of support tickets and survey responses, identifying three recurring issues per month, and implementing fixes that enhanced user experience.
- Implemented and optimized escalation protocols, reducing issue resolution times by 40% and ensuring seamless communication between support, development, and QA teams.
- Managed weekly project updates for the Fableborne community, engaging 10K+ active members and improving transparency on game development.
Produced bi-weekly blog posts and newsletters, reaching 50K+ players and increasing engagement rates by 25%. - Strengthened community engagement by organizing monthly events, increasing Discord participation by 60%.
- Developed social media strategies, boosting community interaction by 30% and increasing visibility through targeted campaigns.
- Fostered a safe, inclusive environment, reducing conflict cases through proactive moderation and effective conflict resolution.
Community & Customer Experience Manager
Reworks OY
09.2019 - 12.2023
- Established and led a customer support team, handling high-volume inquiries via Zendesk, Salesforce, and Helpshift.
- Developed automated support processes, reducing response times by 40%.
- Led product marketing efforts, launching brand collaborations with Revlon & HGTV, increasing in-game engagement.
- Managed community social media growth, scaling Facebook from 4.5K to 300K and Instagram from 12K to 320K.
- Created email and outbound CRM strategies using HubSpot and Mailchimp, improving customer retention rates.
- Developed detailed customer service reports, tracking support KPIs, issue trends, and customer satisfaction scores
- Collaborated cross-functionally with Finance, Product, and QA teams, ensuring order fulfillment, refunds, and technical issue resolutions were handled efficiently
- Wrote and maintained customer-facing support documentation, helping users navigate in-game purchases, technical issues, and service updates
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Office Assistant
Blok OY
11.2018 - 09.2019
- Managed customer support and order processing tasks, ensuring timely responses and accurate documentation handling
- Processed customer inquiries, resolved order-related issues, and coordinated internal communication for smooth operations
- Maintained CRM data and customer records, ensuring up-to-date order tracking and issue resolution
- Translated customer-facing content in Finnish, English, and Russian, improving accessibility for international users
Education
Master of Intercultural Communication - MA
Saint Petersburg State University
Saint Petersburg, Russia07.2015
Skills
- Customer Service & Retention
- CRM & Ticketing Systems
- Technical Support & Troubleshooting
- Process Improvement & Automation
- Community Management & Content Moderation
- Digital Communication & Audience Growth
Certification
- IELTS score 8.5
Languages
Russian
Native or Bilingual
English
Full Professional
Finnish
Limited Working
Timeline
Customer Support & Community Manager
Pixion Games
03.2023 - 01.2024
Community & Customer Experience Manager
Reworks OY
09.2019 - 12.2023
Office Assistant
Blok OY
11.2018 - 09.2019
- IELTS score 8.5
Master of Intercultural Communication - MA
Saint Petersburg State University
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