Контактна інформація

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/19440432/

Досвід роботи

Technical Support Manager, Team Lead

з 10.2021 по 10.2026 (5 років)
iGaming, Gambling, geo India, Дистанційно (IT)

PROFESSIONAL EXPERIENCE

Team Lead / Shift Lead — iGaming
3.5 years | Remote | India Market

Led a team of 5–7 support agents per shift, within an 18-agent department.

Managed daily support operations, CRM, tickets, documentation, escalations and cross-team communication.

Created and implemented support procedures, scripts and performance metrics.

Introduced response-time and repeat-contact KPIs, reducing recurring customer issues.

Implemented a Customer-First approach and improved onboarding through hands-on training and live screen-sharing sessions.

Conducted 1-on-1s, quality reviews and performance coaching.

Identified performance gaps and provided targeted coaching and support to improve individual and team performance.

Participated in process optimization, staffing decisions and onboarding.



Quality Control Specialist — iGaming / Gambling

1 year | Remote | India Market

Monitored support quality, agent performance and compliance with internal standards.

Provided actionable feedback and identified areas for process and performance improvement.


Customer Support Agent — iGaming / Gambling

1 year | Remote | India Market

Provided customer support to English-speaking customers in India via live chat and email.

Languages

English — B2: written communication, comprehension and technical documentation. Limited live-speaking practice

Ukrainian, russian — Native

Освіта

Національний технічний університет України "Київський політехнічний інститут імені Ігоря Сікорського"

ФБМІ, Комп'ютерні науки, Київ
Вища, з 2017 по 2021 (4 роки)

СЗСШ №1 з полибленим вивченням іноземних мов

Чернігів
Середня, з 2006 по 2017 (11 років)

Додаткова освіта та сертифікати

Немає додаткової освіти та сертифікатів.

Знання і навички

• Slack
• Jira
• Confluence
• Experience in iGaming
• Understanding of casino mechanics
• SQL
• Git
• English B2
• Operational CRM
• Bachelor degree in computer science

Знання мов

• Українська — вільно
• Англійська — вище середнього

Додаткова інформація

PROFESSIONAL EXPERIENCE

Team Lead / Shift Lead — iGaming
3.5 years | Remote | India Market

Led a team of 5–7 support agents per shift, within an 18-agent department.

Managed daily support operations, CRM, tickets, documentation, escalations and cross-team communication.

Created and implemented support procedures, scripts and performance metrics.

Introduced response-time and repeat-contact KPIs, reducing recurring customer issues.

Implemented a Customer-First approach and improved onboarding through hands-on training and live screen-sharing sessions.

Conducted 1-on-1s, quality reviews and performance coaching.

Identified performance gaps and provided targeted coaching and support to improve individual and team performance.

Participated in process optimization, staffing decisions and onboarding.



Quality Control Specialist — iGaming / Gambling

1 year | Remote | India Market

Monitored support quality, agent performance and compliance with internal standards.

Provided actionable feedback and identified areas for process and performance improvement.


Customer Support Agent — iGaming / Gambling

1 year | Remote | India Market

Provided customer support to English-speaking customers in India via live chat and email.

Languages

English — B2: written communication, comprehension and technical documentation. Limited live-speaking practice

Ukrainian, russian — Native