Контактна інформація

Шукач вказав телефон та ел. пошту.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/16363795/

Досвід роботи

Пауза в карʼєрі

з 04.2025 по 02.2026 (11 місяців)
Переїзд

Quality Control Specialist

з 07.2024 по 03.2025 (9 місяців)
Pro Gaming Software, LTD, Дистанційно (IT)

Monitored chats, emails, and tickets to ensure compliance with internal quality standards and communication guidelines.
Evaluated response accuracy, tone of voice, completeness of information, and adherence to company policies.
Controlled SLA, CSAT, and internal KPI compliance.
Analyzed recurring communication errors and identified root causes.
Prepared regular quality performance reports for management.
Analyzed key metrics: SLA, AHT, CSAT, FCR, error rate, and error types.
Identified process gaps and communication bottlenecks; provided actionable improvement recommendations.

Reviewed KYC verifications (passport, ID, proof of address) for accuracy and policy compliance.
Controlled proper handling of suspicious and high-risk cases.
Ensured compliance with internal regulations and external requirements.
Identified critical mistakes that could lead to financial penalties or operational risks.
Verified correctness of explanations related to RNG mechanics and game rules.
Monitored proper escalation of cases to Risk, Fraud, Payments, and Technical departments.

Developed training materials, guidelines, and quality checklists.
Implemented new quality standards and evaluation frameworks.
Improved cross-department collaboration between Support, Risk, Payments, and Tech teams.
Managed and updated Knowledge Base, internal procedures, and documentation.

Tools & Systems:
Helpdesk systems: Zendesk
CRM systems
QA evaluation forms and scoring systems
Internal admin panels

Quality Control Specialist

з 08.2023 по 04.2024 (9 місяців)
NLL, Дистанційно (IT)

Reviewed chats, tickets, emails, and call records to ensure accuracy, completeness, and correctness of information provided to customers.
Monitored compliance with security standards, including proper customer identification and protection of sensitive data.
Evaluated tone of voice, response time, and adherence to SLA requirements.
Identified critical errors that could result in financial losses or incorrect customer actions.

Audited KYC processes to ensure accuracy and compliance with internal and regulatory requirements.
Analyzed errors that could lead to regulatory or financial risks.
Verified correctness of deposit instructions and payment-related communication.
Assessed how support agents identified and handled suspicious activities.
Controlled proper escalation of cases to Risk/Fraud teams.
Reviewed account restrictions and blocking decisions for accuracy and policy compliance.

Prepared detailed reports on SLA, CSAT, FCR, error rates, and error categories.
Analyzed recurring communication and process issues.
Identified training gaps and provided improvement recommendations to management.
Developed quality improvement initiatives to reduce operational and compliance risks.
Training & Documentation:
Created guidelines, checklists, and internal instructions.
Provided feedback and coaching to agents in cooperation with team leads.
Optimized scripts, templates, and macros to improve consistency and efficiency.

Tools & Systems:
Helpdesk systems: Zendesk
CRM systems
Google Sheets / Microsoft Excel (data analysis & reporting)
Internal administrative panels

Support Manager

з 04.2022 по 06.2023 (1 рік 3 місяці)
NLL, Дистанційно (IT)

Handled customer inquiries via live chat, email, and ticketing system in line with SLA requirements.
Provided clear guidance on game rules, bonuses, promotions, and platform policies.
Resolved technical issues including game errors, freezes, and access problems; escalated complex cases to the technical team.
Investigated account-related issues such as restrictions and suspensions.
Conducted KYC verification (passport, ID, proof of address) in compliance with internal procedures.
Detected multi-accounting, bonus abuse, and suspicious activity; escalated cases to Risk/Fraud department.
Reviewed game logs to resolve disputes and explain RNG mechanics and game outcomes to customers.
Documented cases accurately in CRM and maintained detailed ticket history.
Reported recurring issues, tracked KPIs (SLA, CSAT), and contributed to process improvements.

Tools & Systems:
CRM systems
Helpdesk platforms
Google Sheets (reporting & data tracking)
IP telephony systems

Client Manager

з 03.2021 по 03.2022 (1 рік)
NLL, Київ (Маркетинг, реклама, PR)

Managed inbound and outbound client communication.
Negotiated and closed new service contracts.
Maintained client records in CRM systems and monitored performance metrics.
Increased client acquisition by 20% through targeted outreach.
Built long‑term client relationships, improving retention and satisfaction.

Освіта

Uniwersytet Andrzeja Frycza Modrzewskiego w Krakowie

Wydział prawa, administracji i stosunków miedzynarodowych, Київ
Вища, з 2019 по 2023 (4 роки)

Місто навчання: Краків

Додаткова освіта та сертифікати

Немає додаткової освіти та сертифікатів.

Знання і навички

• Здатність до навчання
• Робота з SLA
• KPI
• CSAT
• Обробка звернень
• Вирішення конфліктних ситуацій
• Підготовка звітів
• Робота з клієнтами
• Оптимізація робочих процесів
• Google Sheets
• Zendesk
• Стресостійкість
• Комунікабельність
• Самоорганізація
• Командна робота
• Ведення CRM
• Користувач ПК
• MS Word
• MS Excel
• Неконфліктність
• MS Office
• Доброзичливість
• Робота в команді
• Адаптивність
• Уміння аналізувати
• Ведення документації
• Уміння працювати в режимі багатозадачності

Знання мов

• Англійська — середній
• Українська — вільно
• Польська — просунутий
• Німецька — початковий

Додаткова інформація

https://djinni.co/q/aa49047399/