Yash

@Yash295 (Telegram)
YASH SHARMA [open contact info](look above in the "contact info" section)
Customer Support Specialist
Mumbai, Maharashtra, India

SUMMARY
Motivated and detail-oriented Customer Support Specialist with over 5 years of experience in high-volume
environments, specializing in the iGaming and fintech sectors. Proven expertise in managing live chat, email, and
voice-based support with a strong background in crypto casino platforms and fiat/crypto payment systems.
Skilled in building strong client relationships, resolving complex issues, and promoting user engagement through
personalized retention strategies. Proficient in handling KYC/AML inquiries, payment disputes, and promotional
escalations in compliance with internal and regulatory standards.

EDUCATION PROFESSIONAL EXPERIENCE
St. Andrews College of Arts, Science &
Customer Support Agent (May 2023 - Jan 2026)
Commerce
Bachelor of Commerce ( Banking and Finance) Duelbits.com
2012 – 2015
 Delivered real-time support via live chat and email, handling
120+ daily interactions related to casino games, sports
SKILLS & TOOLS betting, promotions, and payments.
 Assisted players with both crypto and fiat transactions,
 Crypto & Fiat Payment Support ensuring secure and smooth deposits and withdrawals.

 iGaming Customer Support
 Guided users through KYC Level 1 to 3 verifications,
escalating complex cases to compliance when necessary.
(Casino & Sportsbook)
 Collaborated with marketing and CRM teams to highlight
 Live Chat & Email player concerns and enhance promotional offerings.
Communication
 Maintained documentation and flagged suspicious activity in
 Zendesk, Intercom, Livetex, line with AML/KYC regulations.
Voiso

 Retention & Upselling Strategies Customer Support Specialist (Dec 2021 - March 2023)
 Conflict Resolution & Customer 1win Gambling and Betting
Satisfaction
 Spearheaded retention campaigns targeting dormant and
 KYC/AML & Compliance Liaison
high-value players, improving return rates by 28%.
 Cryptocurrency (BTC, ETH, LTC,  Conducted outbound calls/emails to promote bonuses, VIP
XRP, USDT) perks, and newly launched features.
 Atlassian JIRA, CRM & Ticketing  Mediated player complaints, offering personalized
Systems resolutions that boosted loyalty and minimized churn.

Customer Service Representative (Oct 2018 - Nov
2021)
Paysense India Pvt Ltd.

 Managed a wide range of customer queries across live chat,
email, and inbound calls for loan-related products.
 Helped streamline documentation for onboarding and
supported EMI-related concerns.
 Achieved high first-contact resolution (FCR) rate while
upholding data security standards.