Contact information

The job seeker has entered a phone number and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/18442752/

Work experience

Customer success - Senior payment officer

from 12.2023 to 04.2026 (2 years 5 months)
Truelabel (IT)

Support agent

from 10.2022 to 09.2023 (1 year)
Truegroup, Дистанційно (IT)

Payment & Transaction Support: Assisted users with deposit/withdrawal issues, analyzed transaction statuses, and collaborated with the payments department to resolve stuck transactions.

Technical Troubleshooting: Identified and reported platform bugs, analyzed error codes, and escalated complex issues to L2/L3 support or developers via Jira/Slack.

Verification & Risk Management (KYC/AML): Performed initial KYC procedures, verified user documents, and monitored accounts for signs of multi-accounting or bonus abuse.

Product Knowledge: Provided expert guidance on gaming mechanics, betting rules, and complex wagering requirements for bonus programs.

Efficiency & Multitasking: Managed high-volume workloads, handling 3+ simultaneous live chats while maintaining high CSAT (Customer Satisfaction) and FRT (First Response Time) scores.

Retention & Conflict Resolution: Resolved escalated customer complaints and applied retention techniques to improve user loyalty and lifetime value.

Knowledge and skills

• Data management
• Адаптивність
• Microsoft Copilot
• Робота з рахунками
• Кібербезпека
• Anti-Money Laundering (AML)
• Transaction Monitoring
• Cryptocurrency Operations
• Анализ логов и диагностика ошибок API

Language proficiencies

• English — above average
• Ukrainian — fluent