Andrii

ANDRIY
HOLUBOVSKYI
[open contact info](look above in the "contact info" section) • Kyiv, Ukraine
[open contact info](look above in the "contact info" section) • TG @Matadora123

PROFESSIONAL SUMMARY

iGaming VIP Manager with 7+ years of experience across VIP
Management, Sales and Customer Support in the online gaming
industry. Experienced in managing high-value players, building
long-term relationships, driving retention and reactivation, and
delivering personalized player experiences.

Strong understanding of VIP player behavior, CRM systems,
ABOUT ME
bonus and loyalty programs, payments, KYC and account
management. Confident in handling sensitive and escalated cases
I am a results-oriented iGaming professional focused on VIP player
and working cross-functionally with Payments, Risk, Compliance,
management, retention and relationship building. I enjoy working directly
Support and other internal teams.
with high-value customers, understanding their needs and behavior, and
finding personalized solutions that strengthen loyalty and long-term
engagement.My background in Sales, VIP Management and Technical English C1, strong communication and negotiation skills, with a
Support gives me a broad understanding of the player lifecycle — from technical background in Cybersecurity and a data-driven
acquisition and conversion to retention, reactivation, payments and approach to player management.
account verification.I am comfortable working in fast-paced international
environments, handling difficult conversations and taking ownership of
complex player cases.
PROFESSIONAL EXPERIENCE

CORE SKILLS
VIP & High-Value Player Management 2024 – 2026
Player Retention & Reactivation
VIP Relationship Management
Player Engagement & Loyalty
● VIP Manager
CRM & Player Segmentation
Customer Lifecycle Management ● ● Managed relationships with VIP and
Personalized Offers & Bonus Programs high-value players, providing personalized
Sales & Upselling and proactive customer support.
High-Value Customer Communication ● ● Built long-term relationships with VIP
Account & Payment Management customers to improve retention, engagement
Deposits & Withdrawals
and customer lifetime value.
KYC & Account Verification
● ● Provided personalized assistance with
Complaint & Escalation Management
Player Behavior Analysis
account-related questions, payments,
Cross-Functional Collaboration bonuses and platform functionality.
● ● Worked with CRM systems to manage
EDUCATION customer profiles, communication history,
Bachelor's Degree in Cybersecurity activity and individual player needs.
State University of Information and Communication Technologies ● ● Monitored player activity and identified
2019 – 2023
opportunities for proactive communication
LANGUAGES
and retention.
• Ukrainian – Native
• Russian – Native ● ● Worked with VIP, loyalty and bonus
• English – C1 (Advanced) programs, explaining promotions and
available benefits to customers.

● ● Assisted customers with deposits and
withdrawals, investigating payment-related
issues and coordinating resolutions with
relevant teams.
● ● Supported customers through KYC and
account verification procedures.
● ● Handled escalated complaints and sensitive
customer cases while maintaining a
professional approach.
● ● Coordinated with Support, Payments, Risk,
Compliance and other internal departments to
resolve complex cases.
● ● Maintained confidentiality when working
with sensitive customer and account
information.

International Customer Support (EVOPLAY)
2021 – 2024

● Provided technical and operational support to
international iGaming customers.
● Resolved complex issues related to player
accounts, deposits, withdrawals, bonuses,
promotions and platform functionality.
Worked with CRM and customer support
systems to manage customer requests and
maintain detailed case histories.
● Assisted customers with KYC, identity
verification and account verification
procedures.
● Investigated payment-related issues and
coordinated with payment and operational teams
to resolve cases.
Assisted customers with different payment
methods and deposit/withdrawal issues.
● Handled escalated customer complaints and
complex technical cases.
● Communicated with customers in English and
provided clear, step-by-step solutions.
● Worked closely with Payments, Compliance,
Risk and Technical departments.
● Supported customers with bonus-related
questions, promotional terms and account
restrictions.
● Identified recurring issues and communicated
them to relevant internal teams to improve
customer experience.

Sales/Retention Manager(I-gaming)
2019-2021

● Managed communication with customers
with a focus on sales, conversion and
customer retention.

● Consulted customers regarding products,
promotions, bonuses and available offers.
● Used personalized communication
techniques to understand customer needs
and increase conversion.
● Worked with customer objections and
difficult conversations.
● Developed individual communication
approaches based on customer behavior
and preferences.
● Maintained long-term customer
relationships and encouraged repeat
engagement.
● Applied negotiation and behavioral
psychology techniques in customer
communication.
● Worked in a fast-paced iGaming
environment with a strong focus on sales
performance and customer satisfaction.