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Work experience

Customer Support Team Lead

from 11.2022 to 11.2023 (1 year)
LTD, Київ (IT)

— Created the relevant CS sub-department from scratch.
— Improved the CS structure and workflow.
— Systematized the communication with the regular and VIP users.
— Raised the chats quality and KPI results.
— Mentored and assisted the agents in resolving some complicated cases.

Customer Support Team Lead

from 09.2020 to 08.2022 (1 year 11 months)
BetBull, Київ (IT)

— Monitored the workload and assigned the shift duties.
— Supervised the Shift Managers.
— Created and conducted the trainings, presentations, announcements.
— Interviewed/onboarded the newcomers.
— Imrpoved the QA and KPI systems, set up the relevant policies.
— Reviewed the agents’ chats and provided a detailed feedback.
— Cooperated with the other depts. to ensure the CS interests and needs are met.
— Helped the agents to resolve some complicated cases.
— Improved the bonus abuse/fraud prevention processes.
— Created the chat shortcuts/ticket macros, implemented the chatbot, dealt with Zendesk settings.
— Created/edited the Help Center articles.
— Made sure the agents were informed about the new product features.
— Shared the ideas on improving the product/workflow with the higher management.
— Processed the users’ complaints as per the complaints procedure. Took decisions on refunds/compensations.
— Prepared the monthly performance reports.
— Adjusted the agents’ schedule, tracked the vacation days/sick leaves balance.
— Replied to App Store/Google Play/Trustpilot reviews.

Customer Support/Risk, Fraud & Payments Agent

from 06.2019 to 09.2020 (1 year 3 months)
BetBull, Київ (IT)

— Processed the live chats and tickets/emails via Zendesk/Intercom/Gmail.
— Created Jira tickets for bugs/B2B requests on bet settlement etc.
— Moderated in-app chat rooms.
— Made internal escalations to the marketing/safer gambling/product teams.
— Processed the withdrawal requests, verified the documents, identified the signs of fraud.

Education

Borys Grinchenko Kyiv University

English Translator, Teacher of Higher Educational Institution, Київ
Higher, from 2017 to 2018 (1 year)

Donetsk Law Institute

Law, Кривий Ріг
Higher, from 2016 to 2017 (1 year)

Donetsk National University of Economics and Trade

Tourism Manager, International Tourism, Кривий Ріг
Higher, from 2012 to 2016 (4 years)

Knowledge and skills

Language proficiencies

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

Additional information

Experienced CS Team Lead who managed several teams of ~30 agents in cooperation with the higher management and contact with the marketing/product/tech/financial depts.
Dedication to the projects and a deep knowledge of the relevant industries allows me to ensure the users’ satisfaction and loyalty, maximizing the products revenue.