Alena Melnikova
Summary
I'm a Customer Support Specialist with over 5 years of experience in the game development industry. I focus on providing thoughtful, high-quality support, handling technical issues, and helping people feel heard and taken care of. Along the way, I've also worked with translation and editing (Russian ↔ English) — something I genuinely enjoy and do well. I love refining text, making content clear, polished, and engaging. With a background in education and a genuine passion for games and tech, I bring strong communication skills, creativity, and a practical, solutions-first mindset to everything I do. I'm currently looking for a part-time or freelance remote role, with the possibility of growing into something more long-term if we're a good match.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
MYTONA
03.2020 - Current
- Providing comprehensive customer support via Helpshift and email for several mobile games.
- Identifying and fixing minor bugs, monitoring for mass issues, and reporting findings to relevant teams.
- Assisting players with technical issues, gameplay-related questions, and various situations like OS updates.
- Regularly updating FAQs, internal scripts, and ensuring support materials stay relevant and clear.
- Preparing weekly reports and maintaining effective communication across departments.
- Translating and editing internal and external content (scripts, FAQs, reports).
Teacher of English
Center for Continuing Education "European Training Center"
Saint Petersburg
09.2019 - 02.2020
- Taught English to children (ages 7-18) in a fun and engaging way.
- Prepared lesson plans and learning materials.
- Organized speaking sessions with native speakers.
- Kept student records and documentation up to date.
- Helped create a positive and supportive learning environment.
Freelance Translator & Editor
Allcorrect, other companies
Remote
06.2018 - 08.2019
- Translated and edited content for mobile games, websites, and articles (cryptocurrencies, startups, marketing, online shopping) (Russian ↔ English).
- Ensured linguistic and contextual accuracy, adapting tone and style to target audiences.
Education
Bachelor of Arts - Pedagogy – English Language Teaching
Herzen State Pedagogical University of Russia
Saint Petersburg, Russia06-2019
Skills
- Customer support
- Technical troubleshooting
- Bug reporting
- FAQ management
- Helpdesk software
- Help desk support
- Remote technical support
- Conflict resolution
- Attention to detail
- Problem-solving
- Effective communication
- Business communications
- Language proficiency
- Translation services
- Localization
- Content adaptation
- Proofreading
- Language assessment
- Creative writing
- Fact-checking skills
- Content review
- Content editing
- Text editing
Languages
Russian
First Language
English
Advanced (C1)
C1
Spanish
Elementary (A2)
A2
German
Beginner
A1
Timeline
Customer Support Specialist
MYTONA
03.2020 - Current
Teacher of English
Center for Continuing Education "European Training Center"
09.2019 - 02.2020
Freelance Translator & Editor
Allcorrect, other companies
06.2018 - 08.2019
Bachelor of Arts - Pedagogy – English Language Teaching
Herzen State Pedagogical University of Russia
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