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Social Media Customer Service

Seattle, WA
November 12, 2018

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Serena Gulce Guzey

**** ******** *** *

Seattle, WA


Professional Summary

Experienced Localization Specialist with a demonstrated history of providing language solutions at a well-known technology company. Detail-oriented, energetic, adaptive and fast learner with a strong determination to work in an environment that cares for total customer satisfaction. Excellent linguistic skills with an extensive background in translation. Well-versed in implementing working resolutions and committed to provide the most culturally fit product for the target country. Professional Experience

March 2017 - August 2018

MZ, Las Vegas, Nevada

Localization Specialist

● Serving as a Bilingual Turkish/English Localization Agent to provide customers exceptional support service with real-time translations and account management across three different mobile gaming apps.

● Localizing in-game features like Blog, Email, Item names etc. for the target customer group.

● Providing bug reports for application issues and wrong/culturally unfit translations.

● Expert level knowledge of free-to-play mobile gaming apps and a deep understanding of how mobile apps are crucial in our lives on daily basis.

● Maintaining up-to-date knowledge of gameplay, game economy and new releases.

● Knowledge of currency exchanges and foreign sales structure.

● Working effectively in a heavily cross-functional, fast-paced environment.

● Resolving customer complaints and concerns with strong verbal and negotiation skills.

● Collecting customer feedback and making process changes to exceed customer satisfaction goals.

May 2015 to October 2016

Global Trade & Communication, Seattle, Washington

Content Editor

● Gained new customers by implementing effective networking and content marketing strategies.

● Gathered and analyzed data on company’s social media needs and interests.

● Updated and maintained company’s website and social media sites.

● Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

● Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

● Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

● Efficiently navigating a complex technical knowledge-base. May 2013 to November 2013

Taxi Creative Solutions, Istanbul

Visual Communication Intern

● Collaborated with designers and the editorial team on marketing materials.

● Researched current and emerging art and graphic design technologies.

● Designed art and copy layouts for advertising material.

● Designed new on-brand visual elements for client websites to effectively convey concepts and messaging.


2015 Istanbul Kultur University,Istanbul, Turkey

Honors Bachelor's Degree Communication Design

3.40 GPA

Awarded a Performance-based Scholarship

Graduated with Honors Degree


● Creative problem solver

● Quick learner

● Exceptional communication skills

● Strong client relations

● Training development aptitude

● MS/Google Office Applications

● Adobe Design Applications

● Digital marketing

● Social media marketing

● CRM, online customer service

● Zendesk


English: Fluent

Turkish: Native

References: References available upon request.

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