Сергій

SERGIY KAHNIY
Customer Support Representative (iGaming) | VIP QA Specialist
Batumi, Georgia | [open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section)

PROFESSIONAL SUMMARY
Customer Support Specialist with 1+ year of experience in iGaming and 6 months of QA experience within the VIP
department. Strong background in live chat and email support, quality assurance, workflow optimization, and
knowledge base management. Known for high attention to detail, SLA awareness, and ability to maintain high
CSAT while handling high workloads. Fluent in Ukrainian and Russian, confident English (B2).

CORE SKILLS
• iGaming Customer & VIP Support (Chat / Email)
• Quality Assurance & Case Reviews
• SLA & Queue Management
• CRM Systems: Intercom, LiveChat, HelpDesk, OmniDesk
• Knowledge Base Optimization
• Training & Onboarding Support
• Attention to Detail & Analytical Thinking

PROFESSIONAL EXPERIENCE
Customer Support Representative — iGaming (Jul 2024 – Jun 2025)

• Handled 250+ live chats and emails per month while maintaining high response quality.
• Maintained 80%+ customer satisfaction rate, consistently exceeding internal benchmarks.
• Resolved player issues related to accounts, gameplay, bonuses, and payments.
• Assisted in optimizing support workflows and updating internal knowledge base.
• Trained and mentored new team members, improving onboarding efficiency.

QA Specialist — VIP Support Department (6 months)

• Reviewed VIP support interactions to ensure quality, tone, and compliance standards.
• Identified recurring issues and provided actionable feedback to support agents.
• Collaborated with VIP support team to improve service consistency and player experience.
• Applied QA insights to reduce repeated errors and improve overall support quality.

EDUCATION
Bachelor of Linguistics and Social Communication (English Language)
National Aviation University (2020 – 2024)

LANGUAGES
Ukrainian — Native
Russian — C1 (Fluent)
English — B2