Андрей

Andrii Zabila
Senior L2 BackOffice Speacialist | Senior Project Coordinator
[відкрити контакти](див. вище в блоці «контактна інформація») Kyiv, UA, Ukraine | Remote

Summary
Experienced operations and coordination specialist with a strong background in iGaming, BackOffice management,
and customer service. Skilled in overseeing platform stability, cross-functional team coordination, and resolving
complex technical and operational issues across multiple departments. Proven ability to improve processes, support
product operations, and contribute to business growth in highly regulated and fast-paced environments.

Experience
Senior L2 BackOffice Speacialist | Senior Project Coordinator Jan 2026 - Apr 2026
CLAPS
• Ensured stable operation of the online casino platform: monitored functionality, identified and tested bugs, and
verified accuracy of promotional content
• Coordinated cross-functional teams (IT, Marketing, Retention/VIP, Anti-Fraud, Risk & Compliance, Legal, Payments
& Verification, Game Providers) to ensure timely incident resolution
• Handled complex second-line support cases, including platform technical issues, slot/provider malfunctions, and
inquiries related to bonuses, payments, and legal matters
• Contributed to the development and implementation of KPIs and performance metrics for the BackOffice department
• Optimized internal processes and supported training initiatives within the BackOffice team
• Maintained documentation and prepared reports on technical incidents
Tools & Systems:
• CRM & BackOffice systems - user data handling and operational monitoring
• GLPI, Jira — incident tracking, bug reporting, and workflow coordination • Confluence - documentation
management and knowledge base maintenance
• Smartico - bonus configuration checking, campaign monitoring, and retention tools usage
• Pentaho - data analysis, reporting, and performance tracking
Senior Specialist | Coordinator Feb 2025 - Dec 2025
Casino.UA
Ukraine
• Coordinated cross-departmental workflows, ensuring rapid identification and escalation of platform issues
• Reviewed and validated bonus mechanics created by the Promo Content team, contributing to improved campaign
performance
• Supported product growth, contributing to Casino.UA reaching top-5–6 market position in Ukraine by the end of 2025
• Optimized BackOffice and contact center processes, improving operational efficiency and response times
• Maintained documentation and performance reports, tracking technical incidents and resolutions across IT and
Marketing
• Handled customer cases related to technical issues, providing timely feedback and resolution
• Facilitated legal requests and partnership inquiries, ensuring proper internal routing and follow-up
Tools & Systems: CRM, Pentaho, HelpDesk, BackOffice, Admin Panel, Smartico
Billing Manager Sep 2024 - Dec 2024
Pharmbills
• Processed medical documentation and patient insurance data
• Entered and verified billing information in internal systems
• Prepared and handled insurance claims
• Identified and corrected errors in billing records and documentation
• Collaborated with internal teams to resolve billing-related issues
Customer Care Manager Dec 2023 - Jun 2024
DW Group
Ukraine
• Oversaw customer service operations, ensuring high-quality support and consistent service delivery
• Developed and implemented customer service policies, improving overall customer experience
• Managed customer inquiries and complaints across multiple channels, ensuring timely and effective resolution
• Analyzed customer feedback and performance metrics to identify improvement areas and optimize processes
• Collaborated with cross-functional teams to address customer needs and streamline service operations
• Ensured compliance with industry regulations and adapted strategies based on market trends
• Drove customer retention and loyalty initiatives through enhanced support and engagement
Real Estate Manager Jan 2021 - Jul 2021
Grand Town Realty
Ukraine
• Managed real estate transactions from initial contact to closing
• Maintained and updated client databases, ensuring accurate records
• Negotiated offers and supported clients through inspection and deal processes
• Conducted property showings and hosted open houses• Advertised properties to attract potential buyers
• Advised clients on market conditions, pricing, and mortgage options
• Matched clients with relevant listings based on their needs
• Generated leads and built relationships with prospective buyers

Education
International Law - Bachelor's Degree
Bachelor, Yaroslaw Mudryi National Law University, Kharkiv
Kharkiv, Ukraine

Skills
Problem Solving Performance Optimization Communication

Rapid Adaptation Technical Awareness Accountability

Team Support Analysis Strategic Decision-Making

Platform Expertise Process Management