Sophia

SOPHIA DUKHNYCH
SUPPORT/PAYMENT MANAGER

CONTACT PROFILE SUMMARY
[відкрити контакти](див. вище в блоці «контактна інформація»)+ years of overall experience, including 6+ months in B2C iGaming
payments. Strong background in payment operations, customer
@sophiaduhnych - telegram
communication, financial reporting, and process optimization. Skilled in
Lviv, Ukraine managing PSPs, analyzing transaction performance, and improving
approval rates. Proficient with CRM systems, data analysis tools, and
[відкрити контакти](див. вище в блоці «контактна інформація») chat platforms, ensuring accuracy, compliance, and high customer
satisfaction. Adept at problem-solving, teamwork, and maintaining
alignment with internal policies, KYC/AML requirements, and industry
regulations.

EDUCATION WORK EXPERIENCE
2019 - 2023 NDA (support of online casino) 2025 - PRESENT
IVAN FRANKO NATIONAL Payment manager
UNIVERSITY OF LVIV Handling player inquiries via live chat and email
Bacherol of Finance and Business Processing deposits, withdrawals, and refunds
Performing basic KYC document checks (AML)
Management
Monitoring transactions for errors or delays
Managing support tickets and updating CRM records
SKILLS Following regulatory and responsible gambling policies
Supporting internal teams with payment-related tasks
Handling customer payment inquiries
Processing deposits and withdrawals
NDA (dating agency) 2023 - 2025 (1.5 year)
Basic fraud and chargeback awareness
Chat manager
KYC document checks and verification
Manage and oversee online communication with clients.
Monitoring transactions for errors Engage in conversations to maintain user interest and satisfaction.
Resolving tickets via chat and email Ensure a high level of responsiveness and quality in messaging.
Monitor chat performance and optimize communication strategies.
Following compliance and responsible
Collaborate with team members to improve user experience.
gambling rules Handle client inquiries and resolve issues efficiently.
Working accurately with player
accounts
The State Treasury Service of Ukraine 2023 - 2025 (2 years)
Time management and attention to
Chief Specialist of the Reporting and Accounting
detail Department
Prepare and analyze financial reports in compliance with
regulations.
LANGUAGES Maintain accurate accounting records and ensure timely financial
reporting.
Ukrainian: Native
Monitor budget execution and financial transactions.
English: Upper Intermediate
Ensure compliance with accounting standards and internal
policies.
Optimize financial processes and improve reporting
efficiency.