Elviira

ELVIIRA SUMMARY

VEIZGEIM I am an experienced professional with a strong background
in business management and customer service leadership.
Customer Service Agent Throughout my career, I’ve gained valuable exposure to the
IT sector, but my core expertise lies in the iGaming industry,
DETAILS where I have built extensive hands-on experience in
customer support, technical solutions, and player
engagement.
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)
🔹 My strengths:
Leading and coaching teams to deliver outstanding results
Warszawa, Poland, 01-444 Streamlining customer service processes for efficiency and
satisfaction
SKILLS Proficiency in CRM systems (Zendesk, Intercom, QCRM,
etc.)
Conflict resolution and client retention strategies
• Customer Service
Close collaboration with product teams to improve
customer journey
• Microsoft Office
I truly love what I do. I believe great service is built on
• Microsoft Excel empathy, problem-solving, and clear communication - and I
bring all of these to every role.
• Problem Solving
🌍 Multilingual (Russian, English, Estonian), passionate
• Fast Learner traveler (28 countries), and even a European champion in
Mafia tournaments 🎯 - which sharpened my strategic
• Multitasking thinking and negotiation skills.

• Leadership Skills 📌 Currently open to new opportunities where I can combine
my expertise with my passion for helping businesses grow
• Excellent Communication Skills through exceptional customer experience.

• Zendesk
EXPERIENCE
• Intercom
Jan 2018 — Dec 2021
• Slack Restaurant General Manager
KFC, Tallinn, Estonia
• QCRM
Led a team of 50+ staff, boosting morale and
• Confluence productivity.
Increased annual revenue by 25% through strategic
• Ladesk marketing initiatives.
Achieved a 95% customer satisfaction rating through
• Appointment Scheduling exceptional service.
 Developed training programs, enhancing staff skills and
LANGUAGES retention.
Analyzed sales data, driving menu optimization and
• Russian profitability.
Maintained compliance with health regulations, ensuring
• Estonian safety standards.

• English Feb 2021 — Nov 2022
Customer Support Consultant
SupportYourApp, Remote

Delivered exceptional customer support via email, live
chat, and phone for international clients across SaaS, e-
commerce, and tech industries.
Maintained up-to-date knowledge of client products,
policies, and procedures to provide accurate information
and guidance.
Collaborated with technical teams to troubleshoot and
escalate complex cases, ensuring timely resolution.
Resolved customer inquiries, product issues, and
account-related concerns promptly and professionally.

Nov 2020 — Jan 2022
Customer Support Specialist
HITZ GAMING

Provided top-tier customer service to players via live
chat, email, and social media platforms, ensuring prompt
and professional resolution of inquiries.
Assisted users with account setup, in-game issues,
payment queries, and technical troubleshooting.
Collaborated with the QA and development teams to
escalate and resolve recurring bugs or gameplay
concerns.

Jan 2023 — Aug 2023
Customer Support QA
Teleperformance, Greece

Monitored and evaluated customer interactions (calls,
chats, and emails) to ensure compliance with quality
standards, policies, and client requirements.
Provided detailed feedback and coaching to agents to
improve communication skills, accuracy, and customer
satisfaction.
 Developed and maintained QA scorecards, evaluation
forms, and reporting dashboards.
Collaborated with operations, training, and management
teams to identify performance trends and implement
corrective action plans.
Conducted root-cause analysis of recurring customer
issues and recommended process improvements to
enhance overall service quality.
Ensured alignment between QA standards and client
expectations through regular calibration sessions and
performance reviews.
Prepared weekly and monthly quality performance
reports to track progress and highlight improvement
areas.

Aug 2023 — Oct 2023
Customer Service Representative
Transcom Worldwide, Warszawa

Accurately addressed customer inquiries, concerns, and
complaints, ensuring timely and effective resolutions.
Processed orders, payments, refunds, and account
updates in accordance with company policies and client
guidelines.
Maintained a high level of product knowledge to provide
accurate information and troubleshooting support.
Logged all customer interactions and feedback in the
CRM system to ensure accurate data tracking and
continuous service improvement.

Apr 2024 — Jun 2025
Customer Service Representative
Starcrown, Remote

Monitored customer feedback and suggested
improvements to enhance the overall customer
experience.
Met and exceeded individual and team KPIs, including
response time, resolution rate, and customer satisfaction.
Ensured all interactions reflected the company’s brand
tone and service standards.

Aug 2024 — Sep 2025
Project Manager
Mostbet, Remote
 Managed end-to-end delivery of gaming, marketing, and
platform development projects across cross-functional
teams (IT, design, marketing, and operations).
Collaborated with marketing and analytics teams to drive
user acquisition, retention, and platform engagement.
Acted as the primary liaison between stakeholders,
ensuring clear communication and alignment of
business goals.

Nov 2024 — Jul 2025
Business Developer
Lexicall, Remote

Identified and pursued new business opportunities across
international markets to drive company growth and
client acquisition.
Built and maintained strong relationships with key
clients, partners, and stakeholders to ensure long-term
collaboration and revenue generation.
Represented Lexicall at industry events, conferences, and
online networking platforms to strengthen brand
visibility.
Prepared and delivered persuasive business proposals,
presentations, and partnership offers to prospective
clients.

Aug 2025
Sales Manager
Bookimed, Remote

Led international sales operations, focusing on
connecting patients with top medical institutions and
healthcare providers worldwide.
Managed the full sales cycle — from lead generation and
qualification to conversion and after-sales support.
Consulted with patients to understand medical needs,
budgets, and preferences, providing personalized clinic
and treatment recommendations.
Developed and implemented sales strategies to increase
bookings, optimize conversion rates, and achieve
monthly revenue targets.

EDUCATION

2016 — 2019
University TLU, Tallinn

Main interest Professional mafia player. Professional mafia
player. Winner of 20 tournaments. Mafia academy teacher.
Tournament Silver Judge. Top 1 ranking in Europe.

CERTIFICATIONS AND LICENSES

Soft Skills Training, Chat Handling Fundamentals

HOBBIES AND INTERESTS

Board games
Traveling
Reading
Sport
Poker