Christine Kocarek

Consumer Products Nennenswerte Projekte: * my paysafecard Registrierung Redesign (03.2020-09.2020): https://my.paysafecard.com/mypins-psc/registration/startRegistration.xhtml ** Conversion Uplift von 30%

- Collaboration on projects as steakholder for customer care - Liaison between customer care and IT, product, and project management - Analyzation and optimization of existing processes - Development and integration of new processes - Sign off new product features by completing tests - Creation of product/process documentation and preparation of training material - Creation and maintenance of customer communications - Planning and management of product trainings - Incident management

- Service international customers in English and German, via email and phone - Product specialist for paysafecard’s prepaid Mastercard products incl. paysafecard Mastercard and YUNA - Management of product trainings for the 1st level call center in Bulgaria - Cross-departmental collaboration on projects - Escalation of technical issues to the relevant internal departments and following-up on solutions - Reporting of technical issues to external partners - KYC procedures

- Support international customers via email and social media in English and German - Tracking, analyzing, and reporting trends in customer requests and issues - Software testing of the “doo” and “Scanbot” applications - Identification and documentation with IT and product management on bugs/new features - Creation of the customer knowledge base - Coordination of volunteer beta testers and translators - Building relationships with journalists to generate media coverage - Release management

Kurse: Social Media (Channels, Management, Monitoring, Law), Online Marketing, Webdesign (Wordpress)

Project: * MyCulture: mobile app to explore museums (group & client project)

Software Usability and User Centered Design, Software Testing and Quality Management, Multimedia and Communication