Belarusian State University of Informatics and Radioelectronics
Engineering and Psychological Support of Information Technologies
2020 - 2024
Natallia Baranava
Belarus
Education
Languages
Polish:
Good
Belarussian:
Mother Tongue
Work Experience
Gudzik Studios
Frontend Developer
March 2023 - September 2023
- Fixing Bugs: Identifying and resolving issues in the user interface to ensure a seamless and error-free experience for users.
- Implementing New Features: Adding interactive and dynamic elements to the website, such as animations, forms, and other user interface components.
- Optimizing Performance: Ensuring the website loads quickly and efficiently by optimizing images, scripts, and other resources.
Rocket Tech School
Teacher of Frontend Development & IT Support Specialist
January 2024 - April 2025
- Conduct frontend development classes for students, covering HTML, CSS, JavaScript and SQL basics to introduce them to web development.
- Managed and resolved complex technical issues in a 24/7 operational environment.
- Actively contributed to improving service quality and meeting SLAs.
- Developed and implemented solutions for web application optimization using Web APIs technologies.
- Introduced automation for monitoring and reporting incidents, enabling trend identification.
Avrora Nova
Ticket Support Agent
April 2025 - Now
- Check escalated tickets and resolve customers' issues.
- Provide friendly customer support and correct solutions to players via e-mails.
- Communicate with other departments and bringing their updates to players and vice versa.
- Resolve escalated tickets efficiently and follow up to ensure satisfaction.
Skills
Communication & Coordination
Strong interpersonal and communication skills
Cross-team collaboration (payments, risk, technical teams)
Ability to explain complex processes clearly
Customer & VIP Management
Personalized communication and tailored offers
Customer retention and reactivation strategies
Handling escalated and high-priority cases
Analytical & Operational
Understanding of player behavior and engagement
Bonus handling and basic campaign logic
Attention to detail and problem-solving
Tools
CRM systems and Back Office tools
Confluence, Slack
Excel / Google Sheets