Silvia Gaetano

Reviewed agent performance, found solutions to potential blocks in ticket handling and assisted team members with questions and complex cases Provided quality control of tickets in DE, FR and ES Scheduled rota of over 60 inhouse and remote agents Interviewed, trained and onboarded new player support agents, resulting in an increased team size from 10 to over 60 agents Processed questions and problems from users in ITA, EN, ES and FR Translated player support macros from EN to DE and ITA

Processed questions and problems from users in English, German, Spanish and Italian Translated technical and general material from English to Spanish, Italian and German Proofread player support macros and help articles in English, Spanish, German and French Provided quality control of tickets in German, French and Spanish Moderated German language chat within online-based game

Organised regular Skype calls with client in order to collaborate on developing an effective SEO strategy Used a range of tools to research and analyse competitors' most used keywords Optimised website content and landing pages in order to organically increase search ranking for selected keywords Kept record of research activities, analyses undertaken and resulting outcomes for knowledge management purposes

Curating relevant content to share on various Social Media platforms. Corresponding with followers on behalf of the organisation. Live tweeting and monitoring TEDxVienna's twitter channel during conferences. Led two post-conference Twitter Chats – including creating a relevant hashtag, drafting questions and researching relevant content. Managing the YouTube account – including uploading videos and creating playlists with relevant descriptions and tags.

Provided translation services to clients for language combinations Italian > English, English > Italian, Spanish > English and German > English Provided proofreading and editing services to clients for languages English (UK) and Italian Gained knowledge regarding taxes and invoices Strengthened organisation and time management skills

Translated material from ES to EN and EN to ES; proofread and edited material in EN and ES Communicated with speakers and attendees of the NKM International Conference and participants of the NKM School on behalf of the respective directors Acted as contact point for LANENT members and working groups, and created detailed schedules of projects, milestones, activities and videoconferences Published various articles to increase the visibility of the LANENT network, the NKM Section and related activities

Cooperating with Head of Marketing to formulate better Social Media Strategy Developing content plans for various Social Media platforms Corresponding with followers on behalf of the organisation Connecting and promoting the Austrian indie games community Strengthening knowledge of Social Media Management tools Proofreading various promotional material in English

Cooperated with Head of Marketing to formulate better Social Media Strategy Developed content plans for various Social Media platforms Corresponding with followers on behalf of the organisation Connecting and promoting the Austrian indie games community Proofreading various promotional material in English

General customer service and care Kept tables tidy and clean Stocked shelves and changed kegs Worked as part of a team Made quick decisions under time pressure Operated cash registers and heavy machinery Motivated colleagues and delegated tasks efficiently

Communication and Text I and II, Intra- and Transcultural Communication 1-4, Translation

Dynamic Web Sites, Advanced Internet Programming, Databases, Data Communication and Networks, Honours Spanish (I and II)