Максим

Maksym Mykhalets
Experienced professional with a strong background in customer support, VIP client management, payment
operations, AI moderation and bonus manager (Loyalty Department) seeking a CRM Manager role to
leverage my expertise in enhancing customer satisfaction, optimizing processes, and driving client
retention.

Work experience
Personal

Mathematics Tutor
Name Kyiv / Online
Maksym Mykhalets
Taught mathematics to students in grades 9–11, preparing them for exams and improving their
Address academic performance.
29000 Khmelnitsky Developed personalized study plans tailored to each student's needs.
Phone number Increased students' average performance by 50%.
[open contact info](look above in the "contact info" section)
Email Content Manager
[open contact info](look above in the "contact info" section) Hong Kong / Online
Date of birth Managed content for an online store specializing in underwater equipment for deep-sea filming.
24-04-2003 Created and updated product descriptions, listings, and visual materials.

Place of birth
Senior Customer Support Manager (Chat) Oct 2023 - Mar 2024
Khmelnitsky
Pro Gaming Software Ltd, Khmelnitsky / Online
Gender
Male Provide prompt and efficient responses to customer inquiries via online chats, ensuring timely
resolution of issues.
Nationality Offer expert guidance on product functionality, technical concerns, financial matters, and other
Ukrainian
relevant topics.
Driving license Proactively engage with clients to address potential concerns or dissatisfaction, even in the absence of
B specific inquiries.
Strive to achieve individual financial targets while supporting the department's overall user assistance
Interests objectives.

AI Bot Tester Mar 2024 - Aug 2024
Reading books on technology and
Pro Gaming Software Ltd, Khmelnitsky / Online
business Playing chess to enhance
strategic thinking Hiking and outd Oversee AI performance to ensure accurate operation and prevent errors or undesirable outcomes.
Ensure the AI consistently delivers appropriate and non-offensive responses.
Languages Evaluate user feedback on AI outputs and suggest enhancements to improve service quality.
Resolve issues caused by AI errors and escalate complex cases to human support as needed.

English B2 Payment Manager / Senior VIP Customer Support Manager (Chat) Mar 2024 - Aug 2024
Ukrainian Native Pro Gaming Software Ltd, Khmelnitsky / Online

Russian Native Worked additional shifts in the Payments department, performing the following responsibilities:
Efficiently and securely processed deposits and withdrawals, ensuring accurate and seamless
Polish A2 transaction handling.
German A2 Monitored and documented transaction requests to maintain precision and ensure timely processing.
Resolved payment-related issues and disputes, providing customers with prompt and effective
solutions.
Worked additional shifts in the VIP support department, where I performed the following tasks:
Provided VIP players with an exceptional experience by quickly addressing their concerns and inquiries.
Delivered personalized support and exclusive services to VIP clients, ensuring they felt valued and
prioritized.
Built strong relationships with VIP players to enhance their engagement and loyalty to the platform.
Efficiently handled high-priority or complex issues, involving senior management when necessary for
swift resolution.

Bonus Manager (Loyalty Department) Aug 2024 - Jan 2025
Pro Gaming Software Ltd, Khmelnitsky / Online
 Developed bonuses for the Affiliate, Retention, VIP, Call Center, and Promotions departments.
Calculated cashback, created tags, and manually processed bonuses for manual crediting.
Actively participated in discussions regarding the operations of the Bonus Department.
Possessed extensive experience in managing spreadsheets and facilitating communication between
departments.

Education and Qualifications

Certificate of Higher Education | Humanities Jun 2020
Gymnasium No. 1, Khmelnytskyi
User graduated from school with excellent grades and scored the following on the ZNO exams: English
(profile) - 185 points, Mathematics - 192 points, Ukrainian Language and Literature - 174 points.

Bachelor of Management Sep 2021 - Jul 2025
National Technical University of Ukraine «Igor Sikorsky Kyiv Polytechnic Institute», Kyiv
Admitted to the Computer Engineering program with a government-funded place due to high ZNO
scores.

Skills

Time management

Technical Proficiency

MS Office

Leadership

Problem-Solving Abilities

Multitasking