Данііл

20 years old • Georgia (Remote)
DANIIL POTAPENKO [відкрити контакти](див. вище в блоці «контактна інформація»)
t.me/softymofty
PRODUCT OPERATIONS / CUSTOMER SUCCESS MANAGER [відкрити контакти](див. вище в блоці «контактна інформація»)

ABOUT ME
Product Operations, Retention, and Customer Management Specialist with 3 years of experience in a high-load
international iGaming project. Expert at the intersection of traffic acquisition, customer service, and product
development: ranging from media buying and building VIP support ecosystems to process automation, ORM, and
implementing AI tools for deep data analytics and large-scale content generation.

WORK EXPERIENCE
Account & Community Manager / Product Operations Specialist February 2023 — May 2026
Brazy
• Viral Acquisition: Launched a gamified viral mechanic that successfully attracted over 100,000+ active users
to a Telegram bot.
• VIP Ecosystem: Scaled VIP engagement and retention processes for high-value user segments, executing
exclusive digital events and providing high-touch personalized support that drove a ~40% net ROI increase.
• Campaign Management: Managed advertising budgets and marketing campaigns across Telegram, effectively
converting ad spend into long-term retained users from various traffic sources.
• Product Enhancement: Contributed to product flow optimization and user experience enhancement based on
audience feedback, designing interface features that successfully reduced churn rate.
• Content Optimization: Analyzed engagement metrics to determine optimal content publication patterns,
eliminating activity drops on off-peak days and launching new content categories tailored to the target
audience's interests.
• Data-driven Adjustments: Initiated data-driven adjustments to the in-game Battle Pass based on audience
feedback, utilizing the project's CRM panel to implement iterative product updates that improved economic
balance and user engagement.
• Incident Resolution: Coordinated the resolution of critical incidents related to payment method downtime
(acquiring, crypto, P2P); established filtering and prioritization processes for payment bugs for the
development team, minimizing financial losses.

SKILLS & TOOLS
HARD SKILLS Churn Rate Management VIP Retention Technical Writing (PRD/Specs)
Chatbot Setup & Administration Community Analytics Transactional Gateway Monitoring
Admin Panel Management Online Reputation Management AI-driven Data Analytics
Content Generation Automation

TOOLS Jira Google Analytics Google Sheets Generative AI Prompt Engineering Gemini
ChatGPT Claude NotebookLM Brand Monitoring Tools

SOFT SKILLS Crisis Management Cross-functional Collaboration Analytical Thinking Autonomy
Adaptability Highly Driven Attitude

LANGUAGES
Ukrainian / Russian: Native English: B1 (Intermediate)

I look forward to discussing how my experience aligns with your goals during an interview!