Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/2975277

Work experience

Head of CRM

from 05.2019 to 01.2020 (8 months)
DGV Entertainment, Marbella (entertainment, other)

Working in a newly build start-up company is always challenging, however stimulating to apply skills and knowledge.

- Development, launch, and analysis of the NRC, monthly and special marketing campaigns;
- Drafted and agreed on the general bonus program for 2 brands (welcome offer, weekly campaigns) together with management & marketing team, based on competitors analysis;
- Drafted and agreed on the VIP club program for 2 brands together with management & marketing team, based on competitors analysis;
- CRM tools and customer communication channels implementation;
- Working directly with the content and marketing design team;
- Introduced and established translations department with the native speakers (DE, FI, NO, CN, JA, ES, PT, etc);
- Provided necessary training materials together with the training session demo to the Head of Support.

Project Coordinator at XCaliber

from 03.2019 to 05.2019 (2 months)
PlayCherry Ltd., St Julian's (entertainment, other)

A great challenge with re-establishment of the PMU processes within the company for a sadly short period due to relocation to another country.

- Getting to know the processes inside IT team in more depth, which broadened my knowledge of the platforms' operation from feature request to error investigation and solution;
- Taking initiative in re-arrangement of internal procedures to improve work processes between teams;
- Establishment of business communication with partners based on weekly reports, requests follow up and mitigation of raised issues.

Head of Support and Retention

from 03.2018 to 11.2018 (8 months)
Soft2Bet, Київ (Public and business services)

- Restructured Customer Support Department to meet the company’s goals and increase customer loyalty
- Launched VIP department (with further follow up, reporting, analysis)
- Set KPI targets as well as Motivation Bonus Programs
- Handling Customer Retention Programs along with the Management and Marketing teams on a daily basis
- Understanding and participation in development, launching, and analysis of customer reward and bonus campaigns
- Launched SMS & SMM customer communication channels
*left due to relocation to Malta

Head of Customer Support

from 02.2017 to 02.2018 (1 year)
Bokaya Trade, Киев (Public and business services)

- Created Customer Support Department (5 persons) from scratch
- Developed the training scheme, including educational materials and conducted all the training courses
- Organized shift management according to the company’s needs
- Developed and created KPI targets and motivation bonus program
- Evaluated and assessed team performance on a daily basis
- VIP customers management
- Direct participation in development, launching, and analysis of customer reward and bonus campaigns

Head of Customer Support & Retention Manager at Slotobank/SpinEmpire/Spilleren Casinos

from 03.2014 to 12.2016 (2 years 9 months)
Gambling support, Киев (entertainment, gambling)

- Run customer Support Department for all 3 casinos of the organization
- Reported and worked along with the Retention Head on customer retention
- VIP accounts management and follow-up
- Assisted in headhunting for the organization
- Co-ordinated HR resources according to the organization’s needs

Head of Customer Support & Retention Manager at Win Palace Casino Group

from 09.2012 to 03.2014 (1 year 6 months)
Win Palace Casino Group, Kiev (Public and business services)

•Continuous support of existing and new clients
•Client assistance via phone, live chat, and e-mail
•Investigating and solving customers' problems, handling customer complaints
•Training the new support team members
•Established the organization’s Customer Support division from scratch (July – October 2013, at the company’s Budapest premises)

Interpreter

from 10.2009 to 12.2012 (3 years 2 months)
Intellectual Technologies Slavutich, Kiev (NPP full-size simulators, trainings)

•Correspondence translation from English to Russian and vice versa
•Technical documentation translation
•Interpretation during meetings and conferences
•Handling phone conference calls
•Participation in EC projects

Junior Economist & Customer Support at Diamantbank

from 12.2005 to 03.2008 (2 years 3 months)
Diamantbank, Kiev (Banking, finance)

•Professional customer support assistance, prevention of fraudulent activities
•Continuous support of the bank clients
•Assistance with bank products and services
•Cards safety/fraud monitoring

Education

International Christian University - Kiev

Business Management, Kiev
Unfinished higher, from 2003 to 2006 (2 years 9 months)

Management Faculty, English language based education

Bath High School (graduation diploma)

Lansing, MI, USA
Secondary, from 2002 to 2003 (10 months)

Diploma and Certificate of Honors

Additional education and certificates

Rivne Art School (graduation diploma)

September 1996 – June 2001

High School of Communication (Kiev), Workshop “Team and HR”

2017

Responsible Gambling, Sustainable Interaction Sweden AB

2019

Fundamentals of Project Management Alison Free Online Learning, certificate

2019

Email Marketing (HubSpot Academy)

January 2020

Knowledge and skills

Language proficiencies

• English — advanced
• Russian — fluent
• Ukrainian — fluent

Additional information

•High responsibility and work capability
•Applying my knowledge and skills to achieve objectives of the company
•Team player with organizational abilities
•Experienced in business communication and work with clients
•Analytical minded and detail oriented
•Aspiration to improve and take initiatives

Recommendations available upon request.