Medet

MEDET YILDIRAK
SENIOR VIP RELATIONS & CUSTOMER EXPERIENCE SPECIALIST
Aydin, Turkiye | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
VIP relations and customer experience professional with 5+ years of experience across iGaming and technical support
environments. More than four years of hands-on experience managing high-value player relationships, personalized
service, retention initiatives, payments, and complex escalations. Native Turkish speaker with advanced English, strong
cross-cultural communication skills, and a practical, solution-oriented approach to customer care.
CORE EXPERTISE
VIP & Customer Relations: High-value player management | Customer retention | Personalized service | Relationship building |
Bonus and promotion support
Operations: CRM monitoring | Escalation handling | Payment and withdrawal support | KYC/AML coordination | Reporting |
Cross-functional case resolution
Communication: Turkish-English communication | Team mentoring | Translation and localization

PROFESSIONAL EXPERIENCE
Meritbet | VIP Manager
Remote | 2025 - Present
- Manage a dedicated portfolio of high-value players and provide personalized support across day-to-day requests and
longer-term relationship management.
- Maintain regular contact with VIP players, tailor bonus offers, and follow up based on individual activity and preferences.
- Review CRM activity and behavioral patterns to identify inactivity, unusual account behavior, and players who may require
additional attention.
- Work with promotions, payments, and compliance teams to handle withdrawals, bonuses, and sensitive account requests
efficiently.
- Document important interactions, prepare account activity reports, and resolve escalated complaints in line with company
procedures.
Perabet | Senior VIP Manager
Remote | 2022 - 2025
- Managed high-value player accounts across several international markets and built long-term relationships through
responsive, personalized communication.
- Planned targeted outreach, exclusive bonuses, and loyalty rewards based on individual player profiles and account history.
- Monitored CRM activity for changes in engagement, inactivity, and suspicious behavior, following up when intervention was
needed.
- Handled escalated payment, withdrawal, and bonus cases while supporting KYC/AML requirements.
- Coordinated with finance, compliance, and fraud teams, maintained detailed case notes, and reported player activity to senior
management.
Perabet | Customer Support Representative
Remote | 2021 - 2022
- Supported players with deposits, withdrawals, account questions, and platform navigation across key stages of the customer
journey.
- Owned technical cases through resolution and provided clear, solution-oriented communication that reduced repeat contact
and supported player loyalty.

MEDET YILDIRAK | SENIOR VIP RELATIONS PAGE 1

ADDITIONAL PROFESSIONAL EXPERIENCE
TrackEnsure | Technical Support Supervisor
Remote (Odessa, Ukraine) | Oct 2021 - Present
- Lead and mentor a team of five support operators serving North American clients, establishing quality benchmarks and service
standards.
- Improve support workflows and escalation practices to shorten resolution times and strengthen client satisfaction.
- Act as the senior escalation point for complex Electronic Logging Device compliance and technical issues.
TrackEnsure | Technical Support Operator
Remote (Odessa, Ukraine) | Feb 2021 - Oct 2021
- Provided phone and remote support to U.S. and Canadian clients using Electronic Logging Device systems.
- Guided customers through setup, configuration, and troubleshooting in a regulated transportation environment.
Digital Extremes | Localization Translator
Remote collaboration (London, Canada) | Feb 2018 - Jul 2020
- Translated and localized in-game content for Warframe from English to Turkish, maintaining cultural accuracy and tonal
consistency.
- Collaborated with an international production team to align terminology, follow style guides, and meet release deadlines.
Freelance | Translator / Technical Support / Java Developer
Aydin, Turkiye | 2015 - 2020
- Delivered English-Turkish translations across legal, technical, and creative domains and provided remote PC support to
individual and business clients.
- Developed and commercialized small-scale Java applications.
BTS Bilgi Islem Ofisi | Sales Representative & Technical Support
Aydin, Turkiye | 2016 - 2017
- Advised customers on hardware and software solutions through consultative selling and delivered post-sales technical
support.
EDUCATION
Pamukkale University
B.A. in English Language and Literature | 2019 - Present | Degree in progress
TOOLS & LANGUAGES
CRM & Support: Zendesk | Freshdesk | HubSpot | CRM systems | Live chat | Email ticketing
Languages: Turkish (Native) | English (Advanced) | German (Basic) | Russian (Basic)
Additional: Translation and localization | Remote troubleshooting | Java development | Cross-functional collaboration

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