Руслан

Ruslan Shvets Education
With a background in customer
support within the online gambling Law Sep 2011 - Jul 2016
industry, I thrive in delivering top- Kiev national economy university, Kiev
tier assistance to players while
ensuring a seamless and
responsible gaming experience.
Employment
My expertise includes handling
customer inquiries, resolving Customer Support Representative Sep 2024 - Present
technical and payment-related Brazy(Gambling), London
issues, preventing fraud, and As a Customer Support Representative at Brazy Casino, I provided high-quality
assistance to players across multiple channels. I ensured a smooth and enjoyable
promoting responsible gambling
user experience while maintaining a strong understanding of online gaming,
practices.
payments, and responsible gambling practices.
Key Responsibilities:
Delivered prompt and friendly support via live chat and email in English (and
other supported languages, if applicable).
Assisted players with account-related inquiries, including registration,
deposits, withdrawals, bonuses, and game functionality.
Investigated and resolved technical or transactional issues by coordinating
with internal departments such as Payments, KYC, and Technical Support.
Guided promotions, terms & conditions, and responsible gaming tools,
ensuring compliance with company policies.
Monitored player accounts for potential issues such as duplicate accounts,
suspicious activity, or self-exclusion, escalating when necessary.
Personal details Handled sensitive interactions with professionalism, particularly regarding
complaints, delayed payouts, or lost game rounds.
Logged interactions accurately and followed predefined workflows to ensure
Ruslan Shvets quality and consistency.
Participated in regular team meetings, product training, and feedback
[open contact info](look above in the "contact info" section) sessions to stay aligned with updates and improve performance.
Skills Gained:
[open contact info](look above in the "contact info" section) Strong knowledge of the iGaming industry, including casino platforms, bonus
structures, and fraud prevention.
Lviv Excellent written communication and conflict-resolution skills.
Ability to work in a fast-paced, multilingual, and remote-friendly environment.
Experience with support tools and systems (e.g., Zendesk, Salesforce,
September 1, 1994
SoftSwiss/CoinsPaid, CMS/BO panels).

Support Specialist Oct 2021 - Sep 2024
Skills SalesAR, Kiev
Provided top-tier support to SalesAR clients, ensuring timely and efficient
resolution of inquiries via chat, email, and phone.
Problem Resolution
Coordinated with cross-functional teams, including sales and account
Customer Support managers, to resolve client issues and improve overall customer satisfaction.
Tracked support metrics and created weekly reports to identify trends and
Jira areas for improvement.
Managed a support team, conducted training sessions, and implemented
Confluence
performance improvement strategies.
Helpdesk Contributed to knowledge base development and optimized internal workflows
to reduce response times.
Complaint Handling
Restaurant Operation Manager Jun 2017 - Aug 2021
Slack Alshaya, Dubai
Human Resources Management:
Live Chat
Languages Organization of teamwork, scheduling, and training.
Motivation and quality control of employees.
English Guest Service
Service quality control.
Ukrainian Conflict resolution and customer satisfaction.
Finance and Reporting:
Russian
Cash desk control, inventory, and cost optimization.
Preparation of financial statements.
Procurement and supply:
Hobbies Working with suppliers, ordering products and materials.
Marketing:
Подорожі Organization of promotions, work with reviews, and social networks.
Administrative responsibilities:
Спорт
Maintaining documentation and compliance with norms and standards.