Поліна

CONTACT
POLINA SIMONENKO
[відкрити контакти](див. вище в блоці «контактна інформація») PROJECT MANAGER
SUMMARY

[відкрити контакти](див. вище в блоці «контактна інформація») I am a 22-year-old Operations manager based in Kyiv, specializing mostly
in iGaming. I am seeking a full-time position on the Product Team, where
I can leverage my expertise and skills

Telegram: @nzrlx
WORK EXPERIENCE
CUSTOMER SUPPORT MANAGER (SupportLab)
August 2023 - December 2023
Ukraine, Kyiv Engage with customers through live chat and tickets.
Provide technical and financial assistance, according to the customer’s request.
Utilize SoftSwiss products and CRM systems like HelpDesk and Livechat.
SOFT SKILLS Handle customers' data, ensuring its security and integrity, in compliance with
Team Work licensing regulations.
Follow project guidelines and regulations meticulously to ensure clear and
Effective Written Communication consistent operations.
Quickly adapt to changes in Terms and Conditions and site rules.
Digital Literacy
VIP CUSTOMER SUPPORT MANAGER (M5 Team)
Conflict Resolution January 2024 - October 2024
Leverage SoftSwiss and EasyRocket products and CRM tools like HelpDesk,
Decision Making LiveChat, WhatsApp and Intercom to efficiently address inquiries.
Collaborate with various departments, such as VIP services and finance, to ensure
Strong B2 English knowledge
seamless customer service.
Create and manage tasks using platforms like Jira, SoftSwiss, and ClickUp.
VIP ACCOUNT MANAGER (NDA)
October 2024 - March 2025
LANGUAGES Leverage SoftSwiss, TrueLable, 8tech and EasyRocket products and CRM tools like HelpDesk,
LiveChat, WhatsApp, NovaTalks, TimeLines and Intercom to efficiently address inquiries.
Collaborate with various departments, such as VIP services, Plug2Win and finance, to ensure
English (B2+)
seamless customer service.
Create and manage tasks using platforms like Jira, SoftSwiss, and ClickUp.
Ukrainian (C1)
Reactivation and cross-selling of clients through tailored communication strategies.
Personalized bonus creation based on player behavior, with detailed tracking and documentation
Russian (C1)
of customer activity.
VIP AM Team Lead (NDA)
March 2025 - Now
EDUCATION
Monitored NGR performance and identified top player pools based on NGR metrics.
Tracked, analyzed, and generated reports on manager engagement and performance
SOFTWARE ENGINEERING:
statistics.
Bachelor of software engineering and Authored internal and external articles announcing manager updates, improvements, and
results.
computer engineering
Oversaw project technical issues, coordinated response strategies, and defined action plans for
National Aviation University
incident resolution.
(SEP 2021 - JUN 2025 ) Organized and led team meetings presenting monthly results, insights, and performance
summaries.
FLUENT ENGLISH SPEAKER:
Defined KPI frameworks and performance plans to ensure target achievement.
(SEP 2010 - MAY 2018) Designed VIP offers and exclusive campaigns for A/B top-tier player segments using LiveOps
English language courses such as: and P2W tools.
Managed budget planning and allocation for gifts and rewards for top-value players.
“FLEX”, “Karl Popper Debate”
Junior Operations manager
December 2025 - Now
Developed and implemented new communication workflows for VIP Managers and Customer
Support to enhance the overall customer experience.
Analyzed customer behavior, and optimized NGR through the implementation of gamification
mechanics.
Created QA checklists, Standard Operating Procedures (SOPs), and quality evaluation
standards.
Collaborated closely with Marketing, CRM, Product, Payments, Game Team, and Project
Management teams.
Participated in the design and implementation of new game mechanics and B2B solutions to
increase player engagement.
Conducted customer support audits, optimized support processes, and developed new
customer service workflows.
Improved CRM operations by implementing additional tags and customer segmentation,
positively impacting bonus policies and NGR performance.
Implemented additional Customer.io alerts to automate Sales notifications and improve
response times.
Defined and managed tasks for the Game Team, analyzed brand performance, and supported
the launch of new product initiatives.
Coordinated with the Payments Team, escalated technical issues, and collaborated with the
platform team to ensure timely resolution.
Contributed to the implementation of new website features and user experience
improvements.
Increased email and SMS campaign CTR by automating CRM communications and optimizing
customer reactivation journeys.
Analyzed customer behavior, developed retention strategies, and optimized customer lifecycle
management.