Personal information hidden

FARHAN SHAIKH

259, IR Road, Apt 15, MUM 400003 [open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

Highly motivated and detail-oriented Customer Support specialist with almost half a decade of experience in the
fast-paced iGaming industry. Proven track record of managing high ticket volumes, maintaining top-tier customer
satisfaction (CSAT) scores, and resolving complex player issues across sportsbook and casino platforms. Recognized
as a top performer for efficiency and accuracy. Adept at navigating CRM platforms, handling KYC compliance,
troubleshooting payments, and delivering seamless support in high-pressure environments.

PROFESSIONAL EXPERIENCE

Customer Support Specialist | 1XBet, Moscow June 2022 –April 2026

● Awarded "Best Performer Agent" several times for consistently maintaining the highest (CSAT 85%+) scores
and exceeding (SLA 95-98%) targets across the English team.
● Deliver timely and accurate live chat and email support, strictly adhering to SLAs while managing over 200+
conversations in a single shift.
● Act as a product expert by resolving complex sports betting, casino, and gameplay queries, clearly explaining
odds, settlement rules, bonus mechanics, and complex wagering requirements.
● Resolve payment and transactional issues daily, assisting players with deposit and withdrawal statuses,
troubleshooting failed transactions, and addressing cryptocurrency inquiries.
● Identify potential fraud, bonus abuse, and technical bugs, escalating these issues swiftly to internal teams (Risk,
Payments, Tech) via Slack while following established SOPs.
● Utilize advanced CRM platforms (including Intercom) to track tickets, document resolutions, and maintain an
organized workflow in a high-volume setting.

Customer Support Agent | Leon Bet, Belize October 2021 – May 2022

● Delivered hands-on, premium support to a diverse client base across the continents independently maintaining a
personal CSAT above 80%
● Provided frontline player assistance via live chat and email, effectively utilizing Zendesk ticketing and player
communication.
● Handled comprehensive KYC verifications and account restrictions, proactively supporting Responsible Gaming
initiatives in line with strict compliance procedures.
● Maintained accurate, detailed documentation of all player interactions and continuously stayed updated on
evolving platform features and game releases.
● Ensured seamless shift handovers and detailed reporting of ongoing player issues while working rotational
shifts in a fast-paced environment.
● Assisted the payments team by walking players through basic deposit methods and verifying foundational
account details to prevent processing delays.

EDUCATION

● Master of Science in Finance | HSE University (2022)
● Bachelor of Business Administration | Bangalore University (2019)

CORE COMPETENCIES & TECHNICAL SKILLS

● Customer Service: High-Volume Ticket ● iGaming Knowledge: Sports Betting Odds &
Management, Live Chat & Email Support, SLA & Settlements, Casino Game Mechanics, Bonus
CSAT Optimization, Shift Handovers, Player Wagering Requirements, Responsible Gaming.
Education.

● Operations & Compliance: KYC/AML
Verifications, Fraud & Abuse Detection, Payment ● Tools & Systems: Intercom, Zendesk, Jira, Slack,
Troubleshooting, Cryptocurrency Atlassian, Proprietary CRM Trading Dashboards.
Deposits/Withdrawals.

LANGUAGES

● English: C2 (Fluent, Main working language)
● Hindi: Native
● Urdu: C2 (Fluent)
● Spanish: A1
● Russian: A1

GAMING COMMUNITY & INTERESTS

● Active participant in the CS/CS2 gaming community, alongside deep engagement with top-tier esports titles like
Dota 2, League of Legends (LoL), and Valorant.