Василь

Vasyl Yurtsiv Profile
Thank you for taking the time to review my resume. I am a customer service
professional with over three years of experience, strong communication skills, and
a proven ability to deliver exceptional customer support. In addition to my
customer service background, I have experience as a Technical Manager in the
iGaming industry, specializing in domain management, domain transfers, and
ensuring stable website operations. I am confident that my combination of
technical expertise, problem-solving skills, and customer-focused approach would
make me a valuable addition to your team.

Personal details Education
Vasyl Yurtsiv International Relations, Bachelor's degree Sep 2015 - Jun 2019
NU «LP», Lviv
[відкрити контакти](див. вище в блоці «контактна інформація»)
International Relations, Master's degree Sep 2019 - May 2021
[відкрити контакти](див. вище в блоці «контактна інформація») NU «LP», Lviv

35 Vyacheslav Chornovil
Avenue, bldg. 23 Employment
82404 Stryi
Call Centre Operator Sep 2017 - Feb 2018
January 14, 1998
CC "Kyivstar", Lviv
Male
Prompt and quality service of incoming calls (Ukrainian/russian)
Ukrainian Consulting clients on all existing services
Daily reporting
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a96178224 Interpreter at the marriage agency Nov 2019 - Feb 2021
"KNK", Lviv, Ukraine

Skills Translation in live mode, 8 hours shift, 6 days per week;
Online correspondence in English;
CRM systems (Salesforce, Daily processing of correspondence with clients
Microsoft Teams)
Customer Support Engineer Mar 2021 - Jul 2022
Jira/Confluence/Freshdesk Ciklum, Lviv, Lviv

Exemplary Communication eToro crypto payment project
Skills Responding to customer queries in a timely and accurate way via live chats
and emails
Strong Leadership Skills Acknowledging and resolving customer complaints
Reporting and analyzing technical bags
Domain's Management
Handling cases on Tier1, Tier 2
Dealing with KYC verification flow
Languages Coordination of work with other departments (KYC department, IT specialists,
Account managers)
Following up with clients to ensure the problem is resolved
Ukrainian
Customer Support Specialist Aug 2022 - Feb 2023
English
DMarket, Lviv
Russian
Gaming industry
Providing customer support to the clients at the trading platform via email,
online chat, and social media (Instagram/Facebook/Telegram/Discord/Reddit)

Communicate effectively with team members, QA, and Financial/Technical
departments
Verification of clients using the KYC procedure
Updating knowledge base, and creating internal process guides.
Dealing with payments (manual transactions)
Fraud analysis

Customer Support Representative Feb 2023 - Aug 2025
Mythical Games, Lviv

Gaming industry
Providing customer support to the clients at the trading platform via email,
online chat, and social media (Instagram/Facebook/Telegram/Discord/Reddit)
Dealing with payments (manual transactions)
Analyzing and evaluating user traffic, collecting information on current issues,
and creating relevant tickets
Ongoing monitoring of customer service quality, conducting feedback
analysis, identifying problem areas, and developing plans for improvement
Coordination and oversight of order processing, interaction with clients and
technical specialists at all stages of implementation, including resolving
complex client issues

WVW Agency Sep 2025 - Present
Techincal Manager, Stryi
Managed and maintained a portfolio of domains for iGaming projects,
ensuring high availability, compliance, and operational stability.
Oversaw domain legalization and compliance processes, ensuring adherence
to jurisdiction-specific regulatory requirements.
Acted as the primary point of contact with domain registrars, hosting providers
and infrastructure vendors to resolve technical issues and optimize domain
performance.
Monitored domain health, uptime, DNS propagation, and security to minimize
downtime and maintain business continuity.
Collaborated with SEO and marketing teams to support domain promotion
strategies, website migrations, and traffic optimization.
Managed affiliate partnerships by onboarding new partners, maintaining
business relationships, coordinating technical integrations, and monitoring
campaign performance.
Worked cross-functionally with development, compliance, and marketing
teams to deliver technical solutions and support business objectives.
Researched and implemented new domain acquisition strategies to expand
and strengthen the company's domain portfolio.
Maintained technical documentation and standardized operational processes
related to domain lifecycle management.