Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/19440432/

Work experience

Technical Support Manager, Team Lead

from 10.2021 to 10.2026 (5 years)
iGaming, Gambling, geo India, Дистанційно (IT)

PROFESSIONAL EXPERIENCE

Team Lead / Shift Lead — iGaming
3.5 years | Remote | India Market

Led a team of 5–7 support agents per shift, within an 18-agent department.

Managed daily support operations, CRM, tickets, documentation, escalations and cross-team communication.

Created and implemented support procedures, scripts and performance metrics.

Introduced response-time and repeat-contact KPIs, reducing recurring customer issues.

Implemented a Customer-First approach and improved onboarding through hands-on training and live screen-sharing sessions.

Conducted 1-on-1s, quality reviews and performance coaching.

Identified performance gaps and provided targeted coaching and support to improve individual and team performance.

Participated in process optimization, staffing decisions and onboarding.



Quality Control Specialist — iGaming / Gambling

1 year | Remote | India Market

Monitored support quality, agent performance and compliance with internal standards.

Provided actionable feedback and identified areas for process and performance improvement.


Customer Support Agent — iGaming / Gambling

1 year | Remote | India Market

Provided customer support to English-speaking customers in India via live chat and email.

Languages

English — B2: written communication, comprehension and technical documentation. Limited live-speaking practice

Ukrainian, russian — Native

Education

Національний технічний університет України "Київський політехнічний інститут імені Ігоря Сікорського"

ФБМІ, Комп'ютерні науки, Київ
Higher, from 2017 to 2021 (4 years)

СЗСШ №1 з полибленим вивченням іноземних мов

Чернігів
Secondary, from 2006 to 2017 (11 years)

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Slack
• Jira
• Confluence
• Experience in iGaming
• Understanding of casino mechanics
• SQL
• Git
• English B2
• Operational CRM
• Bachelor degree in computer science

Language proficiencies

• Ukrainian — fluent
• English — above average

Additional information

PROFESSIONAL EXPERIENCE

Team Lead / Shift Lead — iGaming
3.5 years | Remote | India Market

Led a team of 5–7 support agents per shift, within an 18-agent department.

Managed daily support operations, CRM, tickets, documentation, escalations and cross-team communication.

Created and implemented support procedures, scripts and performance metrics.

Introduced response-time and repeat-contact KPIs, reducing recurring customer issues.

Implemented a Customer-First approach and improved onboarding through hands-on training and live screen-sharing sessions.

Conducted 1-on-1s, quality reviews and performance coaching.

Identified performance gaps and provided targeted coaching and support to improve individual and team performance.

Participated in process optimization, staffing decisions and onboarding.



Quality Control Specialist — iGaming / Gambling

1 year | Remote | India Market

Monitored support quality, agent performance and compliance with internal standards.

Provided actionable feedback and identified areas for process and performance improvement.


Customer Support Agent — iGaming / Gambling

1 year | Remote | India Market

Provided customer support to English-speaking customers in India via live chat and email.

Languages

English — B2: written communication, comprehension and technical documentation. Limited live-speaking practice

Ukrainian, russian — Native