Марія

Mariia
Sytnik
Customer Support
(iGaming) / Looking
for different
opportunities
Customer Care Expert with 5+ years of experience across
customer support, billing, retention, and quality assurance
in fast-paced, multilingual environments. I specialize in
resolving billing and account-related inquiries, improving
customer satisfaction, and ensuring service quality through
clear communication, structured problem-solving, and process
improvements.

In my recent roles, I consistently exceeded performance
targets for customer interactions and supported service-level
improvements by resolving issues accurately and
communicating with customers in a customer-focused manner.
I also led a Quality Assurance team of 10, delivering
coaching, monthly reporting, and training initiatives to improve
consistency and support performance.

I bring strong cultural adaptability gained through language
studies and integration experience in Norway (Norwegian A2).
I’m currently open to Customer Support / Billing Support / QA
roles where I can help teams deliver a reliable, high-quality
customer experience.

Employment History Details
Customer Support Agent at Rockethash (iGaming), Norway [відкрити контакти](див. вище в блоці «контактна інформація»)
(Remote) [відкрити контакти](див. вище в блоці «контактна інформація»)
OCT 2025
Date / Place of birth
• Handled high-volume inquiries in English, delivering fast, accurate
resolutions. 16.05.1998
• Probed for context, identified root causes, and resolved issues efficiently. Kyiv, Ukraine
• Supported billing/account requests (charges, payment status, limits, terms) Nationality
with plain-language guidance. Ukrainian
• Guided customers step by step and confirmed resolution before case closure.
• Maintained clear, actionable case notes with correct categorization and tags.
 • Reduced repeat contacts by setting expectations and recommending Skills
proactive next steps.
• De-escalated complaints professionally and preserved a calm, helpful tone. English
• Escalated complex cases to tech/finance/operations with full context and
evidence. Norwegian
• Consistently met quality and service-level targets (accuracy, tone,
Spanish
responsiveness).
Customer Support
Billing Support Agent (Refunds Team) at mSpy, Ukraine
JUL 2024 — OCT 2025 Email Marketing
• Owned end-to-end billing requests from first contact to confirmed resolution,
meeting SLAs and QA standards. Customer Support Quality
• Investigated payment delays/declines and provided clear next steps to Assurance
restore successful transactions.
• Translated complex billing policies into simple guidance to reduce confusion Sales
and repeat contacts.
HubSpot
• Validated case details against internal policies; documented evidence for
auditability. Zendesk
• Prepared dispute documentation and escalated edge cases with full context
to accelerate decisions. Confluence
• Collaborated with Payments, Risk, and Product to unblock complex issues
and shorten time to resolution. Jira
• Flagged recurring patterns and proposed updates to macros/flows to prevent
rework. Verification/KYC

Customer Care Representative at CEX.IO, Kyiv, Ukraine Billing Operations
NOV 2023 — JUL 2024
Crypto
• Resolved customer inquiries via chat, email, and phone while meeting SLAs
and QA standards.
• Troubleshot account and product issues; delivered clear, step-by-step
guidance.
Hobbies
• Documented cases thoroughly to enable seamless follow-ups and handovers. Drawing, Reading, Gym,
• Escalated complex issues with full context to reduce time to resolution. Badminton, Cinematograph,
• Maintained consistency and accuracy in a fast-paced queue. Psychology

Career Break (Personal Goal Pursuit) at Norwegian
Integration Course — IMDi, Aukra, Norway
MAY 2023 — NOV 2023
• Completed an intensive Norwegian Integration Course (IMDi) focused on
practical language and cultural competence.
• Achieved A2 proficiency and built workplace-ready communication for
everyday and professional situations.
• Strengthened intercultural awareness to communicate confidently in
multicultural environments.

Customer Care Representative at BetCare, Ukraine
MAY 2022 — MAY 2023
• Delivered fast, accurate chat support in a high-volume environment while
meeting SLAs and quality standards.
• Drove retention by diagnosing dissatisfaction drivers and proposing
policy-aligned solutions.
• Used proactive guidance and clear next steps to prevent repeat contacts and
increase first-contact resolution.
• Applied thoughtful upsell/cross-sell when appropriate, keeping a
customer-first approach.
• Defused objections and handled complex cases calmly and professionally.
 • Documented cases thoroughly and ensured smooth escalations and
handovers.
• Collaborated with cross-functional teams to improve support flows and
knowledge content.

Customer Support Agent/Quality Assurance Support
Manager at YOJU Casino, Kyiv, Ukraine
JUL 2021 — MAY 2022
• Led the QA function for Customer Support to drive consistency, service
quality, and efficiency.
• Managed a 10-person team, coordinating workload, calibrations, and
adherence to standards.
• Designed and maintained scorecards, evaluation criteria, and QA checklists.
• Audited chats and tickets to identify gaps in accuracy, tone, policy
compliance, and resolution quality; shared insights with stakeholders.
• Delivered 1:1 coaching and targeted training plans to elevate individual and
team performance.
• Produced monthly quality reports with trends, root causes, and actionable
improvements.
• Standardized procedures and knowledge-base updates to reduce repeat
contacts and rework.

Verification Specialist at VBET, Kyiv, Ukraine
JUN 2020 — JUN 2021
• Reviewed identity and payment documents for authenticity and regulatory
compliance, reducing approval errors.
• Processed daily KYC queues within SLA with high accuracy and attention to
detail.
• Maintained complete, up-to-date records and audit trails in internal systems.
• Identified and escalated potential fraud/duplicate accounts per policy to
mitigate risk.
• Handled sensitive data in line with confidentiality and data-protection
standards (e.g., GDPR).

Customer Support Agent (iGaming/ Sportsbook) at BetBull,
Kyiv, Ukraine
MAY 2019 — JUN 2020
• Handled high-volume inquiries via chat and email while meeting SLAs and
quality standards.
• Diagnosed and resolved standard and edge-case issues using procedures
and product expertise.
• Provided clear, step-by-step guidance to improve first-contact resolution and
customer satisfaction.
• Documented cases and resolutions to reduce repeat contacts and strengthen
team knowledge.

Sales Development Representative (SDR) at CIENCE, Kyiv,
Ukraine
DEC 2017 — MAY 2019
• Prospected and qualified decision-makers within the ICP through research
and multi-channel outreach.
• Led discovery to confirm pain points, budget, and timing; booked
sales-qualified meetings for AEs.
• Personalized messaging and ran light A/B tests to lift reply and meeting rates;
nurtured warm leads with value-driven follow-ups.
• Maintained strong pipeline hygiene with complete notes, next steps, and
stage updates in HubSpot.
 • Aligned with sales and marketing on positioning, objections, and cadences to
improve conversion.

English Language Teacher at Closer to the Dream School of
Foreign Languages, Kyiv, Ukraine
SEPT 2015 — DEC 2017
• Delivered group and 1:1 lessons for teens and adults, aligned to individual
goals and levels.
• Planned and taught speaking, listening, reading, and writing using
communicative methods.
• Assessed progress regularly and adapted materials and strategies to close
skill gaps.
• Fostered an engaging, supportive environment to build confidence and
retention.

Education
Bachelor's Degree at Kyiv National Linguistic University, Kyiv,
Ukraine
SEPT 2015 — JUL 2019
English Language (Translation and Interpreting)