Tamara Bashor
Henderson,NV
Summary
Dynamic leader with a proven track record at Applovin, excelling in cross-functional collaboration and agile methodologies. Spearheaded initiatives that significantly enhanced customer support and over 15 product launches, demonstrating exceptional problem-solving and team development skills. Achieved notable improvements in support efficiency, leveraging data analysis and technical troubleshooting expertise.
Overview
10
10
years of professional experience
Work History
Product Support, Manager
Applovin
01.2024 - 10.2024
- Led a high-performing team of subject matter experts to provide top-tier support for over 15 mobile gaming products.
- Oversaw daily operations of the product support team, including scheduling, staff development, vendors, and products/clients support and escalations.
- Collaborated with cross-functional teams such as engineering, design, QA, and product managers to deliver successful product implementations, and to ensure effective communication and timely resolution of customer issues.
- Managed cross-functional initiatives that drove successful product launches, ensuring alignment between product development and customer support.
- Analyzed data to identify trends, foresee potential issues to lead decision-making.
- Ensured that incidents and service requests were resolved in a timely manner, and that service level agreements (SLAs) were met.
- Helped build the organization through management projects such as interviewing/recruiting, training, coaching, writing team policies, defining team processes, or other organizational improvements.
- Prepared and presented reports on team performance, key metrics, and customer feedback to senior management.
- Collaborated with leadership and other stakeholders to identify, define, and prioritize problems faced.
Customer Service, Supervisor
Applovin
01.2021 - 12.2023
- Applied strong leadership and problem-solving skills to maintain team efficiency and organized workflows.
- Collaborated with cross-functional teams such as engineering, design, QA, product managers to deliver successful product implementations and to ensure effective communication and timely resolutions of customers issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed training materials and resources for new hires, contributing to a streamlined onboarding process.
- Analyzed customer feedback and support data to identify trends, leading to proactive solutions that improved overall customer experience.
Customer Service, Team Lead
Applovin
06.2020 - 12.2020
- Developed effective improvement plans in alignment with Customer Service Organization goals.
- Coached and developed Subject Matter Experts (SMEs) in all areas including product knowledge, policies and procedures as well as performance metrics.
- Worked closely with Subject Matter Experts (SMEs) to understand obstacles and barriers they experience every day.
- Assisted in recruitment to build team of top performers.
- Established team of international Vendor Subject Matter Experts (SMEs) to enhance support for internal team.
- Drove continuous improvement not only to optimize performance of team but also to improve support to game developers.
- Analyzed support ticket trends to identify common issues, leading to proactive solutions and reduce ticket volume.
Customer Service Specialist (SME)
Machine Zone
01.2017 - 05.2020
- Acted as liaison between customer support and product development, advocating for user needs and influencing product enhancements.
- Provided expert support for mobile gaming developers with focus on speed and efficiency.
- Engaged with QA and product managers to identify and prioritize issues, ensuring seamless user experience and timely bug fixes.
- Developed comprehensive documentation and FAQs that improved self-service support options for users, reducing incoming support tickets.
- Documented player-facing issues using JIRA, collaborating closely with QA and game developers to ensure timely bug resolution.
- Developed internal Knowledge Base in Zendesk, empowering agents to assist players more effectively.
- Created comprehensive training materials for agents on games and troubleshooting techniques.
- Organized and prioritized tickets during high-incident periods to streamline response efforts.
Bilingual Customer Service Representative
Machine Zone
01.2016 - 12.2016
- Provide high-quality support to players via email in both Portuguese and English, addressing inquiries and resolving issues related to mobile games.
- Utilize Zendesk to track, manage, and prioritize support tickets, ensuring timely responses and follow-ups.
- Collaborate with cross-functional teams to relay player feedback, contributing to product improvements and enhanced gameplay experiences.
- Analyzed player feedback to identify trends and common issues, leading to proactive solutions that improved overall player satisfaction.
Bilingual Customer Service Representative
Machine Zone
07.2014 - 12.2015
- Provide high-quality support to players via email in both Portuguese and English, addressing inquiries and resolving issues related to mobile games.
- Utilize Zendesk to track, manage, and prioritize support tickets, ensuring timely responses and follow-ups.
- Collaborate with cross-functional teams to relay player feedback, contributing to product improvements and enhanced gameplay experiences.
- Analyzed player feedback to identify trends and common issues, leading to proactive solutions that improved overall player satisfaction.
- Managed approximately 80 tickets per day from players.
- Was in charged of Google Wallet payments issues and refund requests.
- Acted as primary point of contact for the vendor escalation team.
Education
Completed Two Semesters 2007-2008 - International Business
Universidade Do Vale Do Itajai
Itajai, BrazilHigh School Diploma -
Colegio Moises Santana
Goiania, Brazil12.2003
Skills
- Team Leadership & Development
- Cross-Functional Collaboration
- Agile Methodologies
- Problem Solving & Decision Making
- Customer Relationship Management (CRM) Tools
- Data Analysis & Reporting
- Process Improvement & Efficiency
- Technical Support & Troubleshooting
- Adaptability
- Project Management
- Cost-benefit analysis
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Limited Working
Software
Zendesk
Helpshift
JIRA - Atlassian
Tableau
Slack
Asana
Power BI
Confluence - Atlassian
Notion
Google Play Console
OKTA
Timeline
Product Support, Manager
Applovin
01.2024 - 10.2024
Customer Service, Supervisor
Applovin
01.2021 - 12.2023
Customer Service, Team Lead
Applovin
06.2020 - 12.2020
Customer Service Specialist (SME)
Machine Zone
01.2017 - 05.2020
Bilingual Customer Service Representative
Machine Zone
01.2016 - 12.2016
Bilingual Customer Service Representative
Machine Zone
07.2014 - 12.2015
Completed Two Semesters 2007-2008 - International Business
Universidade Do Vale Do Itajai
High School Diploma -
Colegio Moises Santana
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