Олександра

Oleksandra
Nechytailo
Customer Support Team Leader

Education (2018 -2022) Language
Bachelor's in Marketing
English ( B2 )
About Me KYIV NATIONAL ECONOMIC Ukrainian ( Native )
UNIVERSITY (KNEU)
I am a Customer Support Team Lead
with more than 4.5 years of [відкрити контакти](див. вище в блоці «контактна інформація») ( Viber, WhatsApp)
experience helping teams to provide [відкрити контакти](див. вище в блоці «контактна інформація»)
outstanding service in a high-
pressure environment.

Professional Experience

King Group – Customer Support & Verification Specialist (Gaming)

December 2025 - May 2026
• Handled omni-channel player support via live chat and email services in highly competitive
markets such as the US, Australia, and Tier 1 geos.

• Performed user verification (KYC) and anti-fraud checks in strict compliance with international
standards of gaming regulations.

• Made an exhaustive analysis of the game's mechanics and policies to provide impeccable product
consultation services.
• Processed high-volume tickets while maintaining excellent customer satisfaction levels.

1Win Casino — Customer Support Team Leader

October 2024 — December 2025

• Managed a high-performing team of 15+ agents devoted exclusively to servicing the rapidly evolving
Asian geo.
• Implemented innovative customer support strategies (localized communication platforms, macro
automation processes), contributing to an increased efficiency in operations.

• Created, developed and monitored KPI systems for my teams, leading to a 15% reduction in response
times and a 20% rise in CSAT.

• Performed frequent performance reviews, 1:1 feedback and coaching in order to maintain the team’s
motivation and strict quality standards.
 Marketing Agency — Customer Support Specialist ➔ Customer Support Team Lead

January 2023 — September 2024

• Developed and implemented training programs for new hires to ensure a seamless process of project
onboarding and alignment with the objectives of our clients.
• Managed VIP support and relationship management for high-profile influencers and brands.
• Facilitated inter-departmental communication with our marketing, account management, and IT
departments to help resolve technical issues quickly.

Game-X
Customer Support Specialist ➔ Senior Support Manager (Gaming)

November 2021 — December 2022

• Demonstrated great personal performance by maintaining the CSAT rate to 92%.
• Was responsible for the implementation and improvement of new features in the CRM and
Helpdesk system to facilitate ticket tagging and routing processes.
• Took care of new employees' on-boarding process and developed guidelines of the brand.

Support Your App — Premium Support Manager (VIP
Concierge Service)

June 2020 — November 2021

Delivered top-tier, hands-on customer service to high-end banking customers through various
channels in the company’s concierge program.
Worked as a personal assistant to VIP clients, managing complex global travel arrangements
and financial support queries
Ensured that the First Response Time (FRT) did not exceed 2 minutes at all times, ensuring
compliance with stringent corporate SLA metrics.
Resolved complex and high-priority requests from premium clients.

Core Competencies

Team Leadership & Mentoring
Customer Experience (CX) Strategy
KPI & SLA Management
Process Optimization
Conflict Resolution & Escalation Handling
CRM & Helpdesk Systems (Zendesk, Intercom, Jira)
Performance Analytics & Reporting
Cross-Functional Collaboration