Personal information hidden

YURII KRUVYLYA
Anti-Fraud & Customer Success Specialist

CONTACT INFORMATION
Email: [open contact info](look above in the "contact info" section)
Phone: [open contact info](look above in the "contact info" section)
Location: Kyiv region, Bucha district
LinkedIn: [open contact info](look above in the "contact info" section)
Telegram: @Just_Lee_No

PROFESSIONAL SUMMARY
Anti-Fraud and Customer Success Specialist with proven experience in high-volume fraud investigations, risk assessment, and operational coordination. Leveraging a technical background in Applied Mechanics to apply a structural, systems-based approach to problem-solving. Experienced in deep-dive analysis of user behavior and payment patterns, acting as a dual-role L2 & RTC Coordinator for Glovo (via BPO), and handling technical consultations and fraud oversight at Proxy-Seller. Actively seeking a dedicated Fraud/Risk Analyst or Senior Customer Success position.

EMPLOYMENT HISTORY

Customer Success & Solutions Specialist | Proxy-Seller
November 2025 – May 2026
- Solutions Architecture: Conducted in-depth analysis of client requirements to provide tailored proxy solutions for web scraping, automation, and enterprise-level projects.
- Technical Problem Solving: Resolved complex connectivity and configuration issues in real-time, focusing on anti-detect browsers and digital fingerprint optimization.
- Enterprise Support: Handled occasional high-tier B2B enterprise requests, coordinating with Technical and Finance departments for specialized onboarding and issue resolution.
- Risk & Fraud Oversight: Performed comprehensive risk and fraud assessments for incoming service requests to maintain platform integrity.
- High-Volume Management: Efficiently managed 4-6 concurrent high-stakes chat sessions via Intercom while maintaining superior quality metrics.

L2 Support Specialist & Real-Time Operations Coordinator (RTC) | Glovo (via BPO Partner)
October 2025 – March 2026
- Complex Financial Escalations (L2): Resolved critical billing discrepancies, including pre-authorizations, systemic debt allocation, bank holds, and subscription management, acting as the direct escalation bridge to L3/Finance teams.
- Policy Enforcement & Dispute Resolution (L2): Managed edge-case cancellations (force majeure, air raids, power outages) and strictly enforced internal Terms of Service (ToS), mitigating unjustified refund claims and legal risks.
- Live Agent Support & Mentorship (RTC): Acted as the primary operational authority in internal Slack channels for Tier 1 agents and Team Leads, maintaining a rapid 2-minute average response time to resolve on-shift critical queries.
- Live Operations & SLA Control (RTC): Monitored real-time project metrics, managed agent shift adherence, and dynamically balanced workloads to prevent SLA breaches during high-load periods.
- Risk Assumption & Autonomy: Assumed full accountability for complex operational decisions and fraud mitigation (analyzing user behavior and payment anomalies) with a zero-critical-error track record.

Customer & Courier Support Specialist (Tier 1) | Glovo (via BPO Partner)
October 2024 – November 2025
- High-Intensity Processing: Handled a continuous flow of multi-vertical requests from both customers and couriers within a fast-paced environment.
- SLA & Quality Compliance: Strictly adhered to internal SLAs and professional communication standards to ensure high service quality.

EDUCATION
Igor Sikorsky Kyiv Polytechnic Institute (KPI)
Applied Mechanics (2021–2024, Incomplete)

LANGUAGES
Ukrainian: Fluent
English: B1