Ілля

ILLIA KORETSKYI
Customer Support Specialist

- E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)
- Phone/Viber/Telegram: [відкрити контакти](див. вище в блоці «контактна інформація»)

SUMMARY
Customer Support Specialist with over 1 year of experience in NDA-
protected iGaming / online casino projects. Experienced in assisting
international users via live chat, email, and ticketing systems. Skilled in
handling account verification, payment-related requests, bonus inquiries,
technical issues, and general platform support.

Confident in working with CRM systems and internal databases to
manage customer profiles, track communication history, check transaction
details, and document support cases accurately. Included skills:

- Strong communication skills
- Attention to detail
- Problem-solving mindset
- Ability to work under pressure

Skills
Core Support, Communication:
- Omnichannel Support: Providing high-quality customer assistance via
Live Chat and Email within the iGaming sector.
- Conflict Resolution: Managing complex user complaints and providing
effective solutions under pressure.
- Retention and Quality Assurance: Implementing service quality
standards to improve customer satisfaction and player retention.

iGaming Operations, Compliance:
- Account and KYC Management: Handling user verification processes
and account-related technical support.
- Payment Operations: Managing withdrawal and deposit requests,
ensuring timely and accurate processing.
- Risk and Fraud Prevention: Identifying suspicious activities, basic fraud
detection, and managing risk escalations.
 - Responsible Gaming: Promoting and monitoring compliance with
Responsible Gaming policies and player safety standards.

Tech Stack, Workflow Tools:
- Case Management: Jira, Confluence (documentation and task tracking).
- Project and Knowledge Management: Notion, Obsidian (personal and
team knowledge base management).
- Communication: Slack (internal team coordination).
- Systems: CRM administration, ticketing systems, and internal database
management.

Education
Bachelor of Science in Computer Science
Western Ukrainian National University, Ternopil | 2023 – Present
(Expected June 2027)

Languages
- Ukrainian – Native
- English – Intermediate

Experience

NDA IGaming Company
Dec 2024 – Jun 2025 (7 month)

Provided customer support for an online casino project under NDA,
assisting users via live chat, email, and ticketing systems. Handled inquiries
related to account registration, verification, payments, bonuses, technical
issues, and platform navigation. Worked with CRM systems and internal
databases to manage customer profiles, track communication history, check
transaction statuses, and document support cases accurately.

Kombine Tech
Jun 2025 – Jan 2026 (8 month)

Supported international customers on an NDA-protected iGaming
platform through live chat, email, and ticketing channels. Handled player
inquiries related to account access, KYC verification, deposits and
withdrawals, bonus conditions, platform functionality, and basic technical
troubleshooting. Used CRM tools and internal databases to review customer
information, monitor request history, verify transaction details, record case
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 updates, and transfer complex issues to the appropriate departments while
following confidentiality and internal compliance procedures.

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