Yash

Y AS H S H AR M A
Customer Support Specialist
[відкрити контакти](див. вище в блоці «контактна інформація») | @Yash295 (Telegram) | Mumbai, India | Available: Remote / Worldwide
Languages: English (C1 Advanced) | Hindi (Native)

5+ Years 120+
iGaming Experience Daily Interactions

28% KYC & Payments
Retention Improvement Compliance

PROFESS IONAL SUMMARY

Results-driven iGaming Customer Support Specialist with over 5 years of hands-on experience at leading crypto
casino and sportsbook platforms, including Duelbits.com and 1win. Expert in live chat, email, and voice-based
player support across crypto and fiat ecosystems. Proven ability to handle high-volume environments (120+
interactions/day), drive player retention, and manage KYC/AML compliance end-to-end. Fluent in English (C1)
and Hindi — uniquely positioned to support South Asian and global player markets. Proficient in Zendesk,
Intercom, Livetex, Voiso, JIRA, and leading CRM platforms.

C ORE C OMPET EN C IES

iGaming CS (Casino & Crypto & Fiat Payment Live Chat & Email
KYC / AML Compliance
Sportsbook) Support Support
Zendesk | Intercom | Retention & VIP
Atlassian JIRA & CRM Conflict Resolution
Livetex Upselling
BTC, ETH, LTC, XRP,
Player Fraud Detection Responsible Gambling Shift Work (24/7)
USDT

PR OFESS ION AL EX PER IE NCE

Customer Support Agent — Duelbits.com May 2023 – March 2026
Crypto Casino & Sportsbook | Remote | Full-Time
– Delivered real-time player support via live chat and email, consistently managing 120+ daily interactions
covering casino games, sports betting markets, promotions, bonus disputes, and payment queries.
– Supported players through both crypto (BTC, ETH, LTC, XRP, USDT) and fiat deposit/withdrawal
processes, resolving transaction failures, blockchain delays, and wallet issues with precision.
– Guided players through full KYC verification from Level 1 to Level 3, ensuring compliance with AML
regulations and escalating complex cases to the compliance team.
– Collaborated daily with Marketing and CRM teams to relay player feedback, optimize promotional offerings,
and improve the overall player journey and satisfaction.
– Monitored and flagged suspicious player activity and transactions in line with internal AML/KYC policies,
maintaining accurate case documentation across all ticketing systems.

– Operated across multiple time zones on rotating shifts, ensuring 24/7 coverage for a global player base
spanning Europe, Asia, and LATAM markets.

Customer Support Specialist — 1win December 2021 – Feb 2023
Online Casino, Betting & Gambling Platform | Remote | Full-Time
– Spearheaded targeted retention campaigns for dormant and high-value players, resulting in a 28%
improvement in player return rates through personalized bonus offers and VIP engagement strategies.
– Conducted proactive outbound outreach via calls and emails to re-engage lapsed players, promote newly
launched features, and upsell VIP programme benefits.
– Managed and resolved complex player complaints and payment disputes with empathy and precision,
delivering personalized resolutions that boosted loyalty scores and reduced churn.
– Supported Hindi and English-speaking player segments, bridging language gaps for South Asian markets
and contributing to player acquisition and retention in Tier-2 regions.
– Worked cross-functionally with the Payments, Risk, and Fraud teams to escalate flagged accounts and
ensure swift resolution of account access and security issues.

Customer Service Representative — Paysense India Pvt. October 2018 – November 2021
Ltd.
Fintech / Digital Lending Platform | Mumbai, India
– Managed high-volume customer queries across live chat, email, and inbound calls for fintech loan and EMI
products, maintaining high First Contact Resolution (FCR) rates.
– Assisted in digital onboarding and KYC document processing, developing foundational compliance skills
directly transferable to iGaming verification workflows.
– Maintained strict data security and privacy standards while handling sensitive financial information across
large customer volumes.

T O OL S & PL AT F O R MS

Support Platforms Project & CRM Tools Crypto & Payments
Zendesk | Intercom | Livetex Atlassian JIRA | Confluence BTC | ETH | LTC | XRP |
Voiso | Freshdesk Slack | Trello | CRM Systems USDT
Fiat Processing | Blockchain
Wallets

E DU C AT I O N

Bachelor of Commerce (Banking & Finance)
St. Andrews College of Arts, Science & Commerce | Mumbai | 2012 – 2015

L ANGUAGES

English — C1 Advanced Hindi — Native Speaker

Open to remote opportunities worldwide | Available immediately | Flexible with time zones