Ілля

Illia Yevmina
Vip manager
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Kropyvnytskyi, Ukraine

PROFESSIONAL EXPERIENCE

Gepard Media OÜ, Vip manager in IGaming 02/2025 – Present | Remote
Providing personalized support and building long-term relationships with VIP players;
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Coordinating with internal departments to resolve VIP players' issues efficiently and ensure a seamless
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customer experience;
Executing retention and reactivation strategies to increase player engagement and long-term loyalty;
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Creating tailored bonus offers based on player segmentation and gaming activity;
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Monitoring player activity and identifying opportunities to improve retention and lifetime value;
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Analyzing player behavior and gaming patterns to create personalized retention strategies.
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Gepard Media OÜ, Customer Support Agent in IGaming 02/2024 – 02/2025 | Remote
Providing first-line support through live chat and a ticketing system for product-related issues;
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Reviewing and processing KYC and AML verification cases in accordance with company policies and
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regulatory requirements;
Identifying suspicious activity and escalating potential fraud cases in line with AML procedures;
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Applying goodwill bonuses in accordance with company policies to improve customer satisfaction;
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Assisting customers in accordance with Responsible Gambling policies when required.
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Undisclosed UK-based company, Content Moderator 05/2021 – 07/2023 | Remote
- Moderating media content on one of the biggest social networks in the
world
- Helping newcomers to get along with the workflow.

IT Develop Corp, Customer Service Agent 07/2020 – 05/2021 | Kropyvnytskyi
- Taking calls from customers;
- Solving customers' problems via email and live chat;
- Contacting the manufacturers;
- Approve Credibility.

Red Baron Group NV, Customer Support Representative 06/2018 – 06/2019 | Kropyvnytskyi
- Handling mails and chatting with customers;
- Webpage proofreading;
- Taking calls from customers from all over the world.

EDUCATION

Volodymyr Vynnychenko Central Ukrainian State Pedagogical 09/2016 – 06/2020 | Kropyvnytskiy
University
Bachelor Degree in English Applied linguistics

LANGUAGES

English | Ukrainian