Ілля

Contact Karpenko Illia
Customer Support Team Lead
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[відкрити контакти](див. вище в блоці «контактна інформація») @slitsanity Customer Support Team Lead with experience in high-load international support environments,
focused on building efficient team operations, improving service quality, and scaling support
Linkedin workflows. Experienced in managing cross-functional collaboration, implementing QA processes,
/ilya-karpenko-a0661b201 and developing teams through structured onboarding and performance management.

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[відкрити контакти](див. вище в блоці «контактна інформація»)
Experience
Location 08.2025 - 04.2026
Kyiv City, Ukraine C-Partners
Inboud (1st line) teamlead
Education Managed a cross-functional support team of ~15 members, including QA specialists, trainers,
support agents, and VIP managers:
2020 - 2021 • Oversaw day-to-day operations, workload distribution, and performance monitoring,
NULES ensuring stable SLA and service quality;
Master of Philology • Improved onboarding and training processes, resulting in faster ramp-up and more
English and the Second consistent team performance;
language
• Implemented structured QA processes and feedback loops to enhance service quality and
2016 - 2020 agent development;
KNLU • Analyzed performance metrics to identify gaps and optimize workflows and operational
Bachelor of Philology efficiency;
Theory and Practice of • Collaborated with Product and Technical teams to resolve issues and improve support
Translation processes;
• Conducted regular 1:1s and performance reviews to support team development and

Expertise engagement;
• Managed task workflows in Jira, ensuring proper task creation, assignment, tracking, and
delivery transparency;
• Structured and maintained Confluence knowledge base, organizing internal documentation
Support Operations & Workflow
and team resources.
Optimization
Customer Experience (CX) 11.2023 - 08.2025
Management Favbet
Coaching & Development Customer Support Agent (International)
Served as first-line support in high-load international environment, ensuring accurate request
Quality Assurance & Process classification and escalationg;
Provided customer support via chat and email, maintaining communication quality and
Improvement
consistency;
Cross-functional Maintained service quality while handling a wide range of customer inquiries.
Collaboration

KPI & Performance Management 06.2023 - 11.2023
NDA (iGaming)
Tools Customer Support Agent (English-speaking)
Handled customer inquiries in English across different product areas in a high-load
environment;
Jira (task & workflow
Ensured accurate issue handling and escalation according to internal procedures;
management) Maintained high communication standards and response quality.
CRM systems (Zendesk,
08.2021 - 10.2022
Smartico, internal CRms)
Newtrex
Confluence Customer Support Agent (International)
(documentation & Provided customer support for international users with different regional requirements;
knowledge base) Ensured accurate handling of requests in accordance with internal workflows;
Supported issue resolution through proper escalation channels.

06.2020 - 08.2021
Languages Favbet
Customer Support Agent (International)
Provided frontline customer support via chat and email in high-load environment;
English - C1 Followed structured support workflows and internal guidelines;
Ensured timely and professional communication with customers.
Ukrainian - Native
Russian - Fluent