Laura Degeratu

- experience in community management and member relations - payments specialist, conflict mediation, fraud protection, - Quality Assurance representative, QA policies and community guidelines, member approval process, Confluence, templates, exchange with the Product Team Accomplishments: - organizing all templates in OTRS - improving the Community Guidelines, creating a Safety Tips page - a complete overhaul of our internal policies - developing a new registration and approval policy

- improving procedures, products, platforms, soft skills - QA reports and feedback sessions - reports on the team's KPIs, workload, quality, refund statistics and general activity Accomplishments: - major improvements to the team's soft skills - an induction course as well as tutorials for new agents; - tools to help measure refund rates and other needed statistics;

- offering technical support in English via phone (high speed internet solutions, routers, switches, troubleshooting etc.) - offering technical support in Japanese via email (related to games, supported devices, installation process, game-play etc.) and Team Leader responsibilities (QA feedback sessions, training)

- drawing up lesson plans - choosing the required study materials - teaching - assessing the students' language skills - creating special lesson plans which help students prepare for the Japanese-Language Proficiency Test (JLPT) - assisting the native Japanese language teacher (translation and other related tasks)

- Japanese language - Korean language - East-Asian anthropology, culture, literature, society, history and religion

Structure of the Japanese/English Language Practice of the Japanese/English language Concepts of modern linguistics English literature American literature Comparative Literature Cultural Anthropology Educational Psychology and Pedagogy