Дмитро

PROFILE

Customer Support Leader with 8+ years in customer service, leading teams of 50+ people
and large-scale support operations across multiple projects. Proven track record of
handling high-volume environments, improving key KPIs, and ensuring SLA compliance.
Strong background in gaming and iGaming support operations.
Skilled in building and scaling CS teams from scratch, optimizing workflows, and
implementing automation. Focused on improving customer experience through data-driven
decisions.
Experienced in cross-functional collaboration with Payments, Fraud, Product, CRM and
Compliance teams, with a focus on operational excellence, customer experience, and
scalable support strategy.

KEY ACHIEVEMENTS

Managed 80,000+ monthly customer interactions across multiple gaming projects.
Led and scaled a multi-level Customer Support organisation of 50+ people, including
Team Leads, QA, Shift Managers, and frontline agents.
Built CS processes from scratch, including hiring, onboarding, QA, workflows,
reporting, and knowledge base structure.

DMYTRO Improved operational KPIs, including SLA, FRT, FCR, CSAT and NPS.
Implemented AI support workflows and automation to reduce manual workload and
improve support efficiency.

TROTS EXPERIENCE

HEAD OF CUSTOMER SENIOR CUSTOMER SUPPORT SUPERVISOR | CS OPERATIONS LEAD
SUPPORT | CS PRODUCT MADNESS & BIG FISH GAMES (IGAMING) | NOVEMBER 2020 - MAY
OPERATIONS | SUPPORT 2026
AUTOMATION Led large-scale B2C support operations across multiple projects, coordinating
80,000+ customer interactions per month.
Built and scaled Customer Support teams from scratch, including hiring,
onboarding, training, coaching, QA, and performance management.
Managed teams of 50+ people, overseeing workload distribution, shift planning,
task prioritisation, and day-to-day operational performance.
CONTACT Improved key support KPIs, including SLA, FRT, FCR, CSAT and NPS through
workflow optimisation, team coaching, QA processes, and performance tracking.
Implemented QA processes, scorecards, internal documentation, knowledge base
[відкрити контакти](див. вище в блоці «контактна інформація») improvements, and reporting routines to increase team consistency and support
quality.
[відкрити контакти](див. вище в блоці «контактна інформація») Leveraged Zendesk, Intercom, AI support workflows, automation tools, and data
analysis to optimise live chat, email support, routing, reporting, and escalation
processes.
Telegram-@Tradaa
Collaborated with Product, Payments, Fraud, CRM, and Compliance teams to
LINKEDIN-[відкрити контакти](див. вище в блоці «контактна інформація») resolve operational issues and improve customer experience.
t-983b76163 Handled escalations related to KYC, Risk & Fraud, moderation, Responsible
Gaming, legal complaints, and BBB cases.
Analysed customer feedback, moderation trends, and support data to identify
CURRENT LOCATION- Lviv, product issues, feature gaps, and improvement opportunities.
Coordinated promo-related support processes, billing investigations,
Ukraine
VIP/technical support escalations, and customer journey improvements.

VIP SUPPORT / KYC SPECIALIST
COMPANY UNDER NDA (ONLINE CASINO) | AUGUST 2019 - NOVEMBER 2020
Provided VIP customer support via live chat and email in an online casino
environment.
Investigated technical issues, account-related cases, payment-related queries,
and escalations.
Reviewed KYC documents and supported verification, Risk & Fraud, and
compliance processes.
Managed bonus-related requests, customer account checks, and high-priority
player cases.

BOOKING SUPPORT AGENT
WEBHELP & NORWEGIAN AIRLINES | May 2019 - Aug 2019
Provided full phone support for flight-related issues, including delays,
cancellations, overbooking, rebooking, ticket changes, refund options, and
special assistance cases.
 REAL ESTATE AGENT
"YOUR HOME" | Jul 2018 - Feb 2019
Managed apartment sales and leasing communication with clients.

SALES CONSULTANT
City Mall | Feb 2018 - Jun 2018
Assisted customers with product selection and sales in a retail environment.

SKILLS

Customer Support Leadership
CS Operations Management
Team Building, Coaching & Performance Management
High-Volume B2C Support Operations
iGaming / Online Casino Support
AI Support Automation & Chatbot Workflows
Zendesk / Intercom / CRM Systems
Workflow Optimisation & Process Improvement
KPI Management: SLA, FRT, FCR, CSAT, NPS

DMYTRO QA Processes, Scorecards & Knowledge Base Management
Customer Segmentation, Inquiry Categorisation & Routing
KYC / Risk / Fraud / Responsible Gaming

TROTS VIP / Technical Support Escalations
Cross-functional Stakeholder Management
Customer Feedback & Journey Analysis
Operational Reporting & Data-Driven Decision Making
HEAD OF CUSTOMER
AI Tooling, Prompt Engineering & Workflow Automation
SUPPORT | CS
OPERATIONS |
TOOLS
SUPPORT
AUTOMATION Zendesk
Intercom
CRM systems
Jira
Confluence
Slack
MS Office / Google Workspace
Magento / Adobe Commerce
Basic SQL / HTML / CSS

LANGUAGES

Ukrainian - Native
English - Advanced
Polish - Beginner

EDUCATION

UKRAINIAN NATIONAL FORESTRY UNIVERSITY
BACHELOR’S + MASTER’S DEGREE IN FORESTRY MANAGEMENT
2013 – 2019