Богдан

Team Lead

Considering positions:: Team Lead, VIP Support manager, Retention-менеджер, Медіабайер
Age:: 23 years
City of residence:: Kamianske
Ready to work:: Kamianske, Lviv, Remote

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Team Lead
QC (quality control)
CSR
EDUCATION
CONTACT DniproStateTechnical University
Bachelors Degree, completed
(look above in the "contact info" section)
2020 - 2024
Kamianske, Ukraine
071 Financial Accounting and Taxation
(look above in the "contact info" section)
@bodyaaaa Master’s Degree, currently
2024 - today
SKILLS 071 Financial Accounting and Taxation
Customer communication (Live Chat, Email)
Conflict resolution WORK EXPERIENCE
CRM systems
iGAMING COMPANY/NDA
QA evaluations
KPI tracking & reporting Customer Support Representative
Feedback delivery & coaching
Provided player support via live chat and email, resolving
Data analysis
inquiries quickly and maintaining a KPI score of 85%. Built
Knowledge of iGaming products
strong client relationships through friendly, proactive
Attention to detail
communication. Collected user feedback for service
Analytical thinking improvement and supported internal workflow optimization by
Problem-solving actively assisting teammates.
Proactivity
Team collaboration
QA/QC manager
Time managment
Communication clarity
Monitored support chats to identify errors and provided clear,
Client-oriented approach
constructive feedback. Created KPIs based on common issues,

LANGUAGES
developed and administered tests according to internal
guidelines. Led evaluations, organized regular meetings to
Ukrainian - native speaker improve team quality, tracked contact volume, and analyzed

English - B1 performance via TestStat. Experience with SS and S2B
platforms, AF.
Russian - native
Team Lead

Writing weekly and monthly reports, problem solving for
support managers, scheduling shifts, solving issues in Slack,
monitoring reviews and complaints on Casino
Guru/Askgamblers, accruing awards for tournaments, accruing
funds for streamers, handing over technical issues, solving
license/GDPR issues, editing workflow in cooperation with QA
department, finding replacements for employees, considering
new candidates for the position of support manager, solving
issues with bonuses in cooperation with the retention
department and solving player issues related to sportsbook.

HOBBIES
Sports
Traiding - FOREX, Metals, Indices

Богдан

Team Lead

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