Sophia

Sophia Dukhnych
Finance Manager / Payment Manager / QA /
Support Manager
SUMMARY
3 years of overall experience, including 1 year in B2C iGaming
payments. Strong background in payment operations, customer
communication, financial reporting, and process optimization. Skilled
in managing PSPs, analyzing transaction performance, and improving
approval rates. Proficient with CRM systems, data analysis tools, and
chat platforms, ensuring accuracy, compliance, and high customer
satisfaction. Adept at problem-solving, teamwork, and maintaining
alignment with internal policies, KYC/AML requirements, and industry
regulations.

CONTACT: EXPERIENCE:
[open contact info](look above in the "contact info" section) SUPPORT MANAGER 2026 - PRESENT
@sophiaduhnych - telegram ModSquad
[open contact info](look above in the "contact info" section) Responding to customer inquiries via email, chat, and ticketing
systems in a timely and professional manner.
Lviv, Ukraine
Assisting customers with account issues, billing questions, and
general service-related requests.
SKILLS:
Investigating customer concerns and providing accurate
Handling customer payment information and effective solutions.
inquiries Escalating complex cases to relevant internal teams and
Processing deposits and following up until resolution.

withdrawal Maintaining accurate records of customer interactions and
ensuring a high level of customer satisfaction.
Basic fraud and chargeback
awareness FINANCE MANAGER / QA 2025 - 2026 (1 YEAR)

KYC document checks and p4p.partners

verification Conducting KYC verification for new and existing player
Monitoring transactions for errors accounts by reviewing identity, address, and payment

Resolving tickets via chat and email documents.
Monitoring player activity to detect suspicious behavior, bonus
Following compliance and
abuse, multi-accounting, and potential fraud risks.
responsible gambling rules
Reviewing deposits, withdrawals, and transactions to ensure
Working accurately with player
compliance with internal AML and anti-fraud procedures.
accounts Investigating flagged accounts, documenting findings, and
Time management and attention to escalating suspicious cases to the relevant teams.
detail Performing QA checks on verification and fraud cases to
CRM / Back-office Systems ensure accuracy, consistency, and compliance with internal
policies.
EDUCATION: CHAT MANAGER 2023 - 2025 (1.5 YEAR)

IVAN FRANKO NATIONAL UNIVERSITY OF LVIV NDA (dating agency)
2019 -2023 Manage and oversee online communication with clients.
Bacherol of Finance and Business Management Engage in conversations to maintain user interest and
satisfaction.
Ensure a high level of responsiveness and quality in messaging.
LANGUAGE:
Monitor chat performance and optimize communication
English - Upper Intermediate
strategies.
Ukrainian - Native
Collaborate with team members to improve user experience.
Handle client inquiries and resolve issues efficiently.

CHIEF SPECIALIST OF THE REPORTING AND ACCOUNTING
DEPARTMENT 2022 - 2024 (2 YEARS)

The State Treasury Service of Ukraine

Prepare and analyze financial reports.
Maintain accurate accounting records and ensure timely
financial reporting.
Monitor budget execution and financial transactions.
Ensure compliance with accounting standards and internal
policies.
Optimize financial processes and improve reporting efficiency.