Дика

OLEKSANDRA DYKA
Customer Support Specialist · iGaming · VIP Support
[open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section) · Tbilisi, Georgia

PROFESSIONAL SUMMARY
I am a customer support specialist with 3+ years in iGaming. I work with players across Live Chat, email, Telegram and
WhatsApp: I help them with questions and issues, route complaints to the right team, and own tickets and incidents through to
resolution. I also handle selected transactions — deposits, including crypto — and bonus requests, including VIP and high-value
cases. I speak fluent Ukrainian and Russian, with working English (B1–B2, strong written support English).

EXPERIENCE

Customer Support Agent Sep 2023 – Present
iGaming · Tbilisi, Georgia
• I talk with players every day via Live Chat, email, Telegram and WhatsApp: I explain how things work, answer questions and
help them resolve issues.
• I own tickets and incidents from first message to close, route complaints to the right team and stay on the case until the
player has an answer.
• I support VIP and high-value players and also handle selected transactions in EveryMatrix and PaymentIQ: deposits, crypto
deposits and bonus requests.
• Case: a player reported a large win missing after a game technical failure. I checked the bet history and session logs,
reproduced the issue and sent the case to Tech with full documentation. In parallel I kept the player informed, explained the
process and agreed compensation under internal rules. The incident was closed in the player’s favour; no further complaints
followed.
• Case: a player was credited a deposit by mistake and given the wrong bonus. I found the mismatch in the transactions
myself, escalated it quickly to the payments team, got the deposit corrected and fixed the bonus credits on my side. The
player received the correct balance with no extra tickets and no negative feedback.
• I train and mentor new agents on service standards, tools and iGaming workflows.

Senior Administrator Feb 2022 – Aug 2022
G.bar · Tbilisi, Georgia
• Ran daily operations and cross-department communication, keeping workflows organised under tight timelines.
• Trained junior staff, reviewed procedures and used project-management tools to deliver work on time.
• Managed vendor relationships and confidential data with strict attention to privacy and detail.

Hairdresser’s Assistant Jun 2021 – Dec 2022
The Loft · Tbilisi, Georgia
• Client-facing role: understood preferences, supported scheduling and follow-ups, and maintained a calm, organised service
environment.

EDUCATION

Bachelor’s Degree — Business Administration 2019 – 2023
Georgian Technical University · Tbilisi, Georgia

SKILLS
Player communication · Tickets & incidents · Complaint routing · VIP & high-value support · Live Chat / Email / Telegram /
WhatsApp · EveryMatrix platform · PaymentIQ · Deposits & transactions · Crypto deposits · Bonuses · CRM & back-office
tools · Conflict resolution · Relationship building · Documentation · Time management · Attention to detail

LANGUAGES
Ukrainian Fluent Russian Fluent English B1–B2 (written & verbal support)

ADDITIONAL
Strong interest in customer behaviour and psychology (currently reading The Lucifer Effect by Philip Zimbardo). Piano, horseback
riding, indoor plants.