Світлана

Svitlana Verbetska
Senior Customer Service Agent
Highly skilled Senior Customer Service Agent with over 5 years of
iGaming experience, fluent in English and German. Proven expertise in
resolving complex customer issues, managing complaints, and providing
comprehensive support while consistently exceeding KPIs. Adept at
[open contact info](look above in the "contact info" section) collaborating with cross-functional teams and dedicated to fostering a

[open contact info](look above in the "contact info" section) customer-first approach.

Lonigo

06/16/1983 Work experience

Senior Customer Service Agent October 2020
Skills (German/English) Current

Quick and efficient agenda planning AspireGlobal Int.

Experienced in processing large • Provide high-quality support via email and live chat, addressing inquiries
information flows under tight related to account issues, payments, bonuses, game rules, and other
deadlines gambling-related questions, consistently achieving high KPI results.

Proven negotiation skills and • Effectively manage and resolve customer complaints or disputes (e.g.,
proactive problem-solving abilities incorrect bet settlements, deposit/withdrawal issues, safer gambling limit
enforcement), ensuring swift and effective resolution while maintaining
Quick adaptability to unpredictable
a positive customer experience and adhering to company policies and
changes
regulations.
Multilingual Customer Support & • Maintain an in-depth understanding of the company's gaming products,
Account-Management professional services, and promotions to educate and assist customers.
with 5+ years of experience in • Collaborate with departments such as AML, RISK, Marketing, Compliance,
iGaming Safer Gambling, and Technical Support to enhance overall service quality.
Superior interpersonal skills • Utilize backend systems, Jira, Freshdesk, and Freshchat to streamline
workflows, track tickets, and improve communication efficiency.
Highly responsible
• Escalating technical issues to Tech ops Via Jira.
Excellent attention to details
• Assist in training new team members and promote a customer-first
Organized approach within the team.

Dedicated to self-development
Assistant to Director January 2018
August 2018
Henninger Winkelmann Consulting (HWC LLC)
Languages
• Provided administrative assistance, translated legal and economic texts,
Ukrainian: Native
and produced documents.
Russian: Native • Managed business correspondence in German and English and updated the
English: Advanced website.

German: Advanced • Prepared and controlled manager's business trips by booking air and railway
tickets, hotel rooms, and car rentals.
Italian: Intermediate

Office Manager / Personal Assistant October 2007
December 2017
Roland Berger Strategy Consultants

• Translated letters, emails, and legal/economic texts.
• Planned agendas for the manager and provided administrative assistance.
• Managed business correspondence, arranged negotiations and
appointments, and provided routine secretarial support.
•

Controlled manager's business trips by booking travel arrangements and
produced documents.
• Ordered office supplies and liaised with courier services while managing
telephone communications.

Education

Translator, English and German Language 2005

Teacher
Sumy State University

German Language Courses, Kleines 2006

Deutsches Sprachdiplom
Goethe Institute