Галина

Halyna Romanenko
Customer Support Specialist
(647) 863-2962 | [відкрити контакти](див. вище в блоці «контактна інформація») | Vancouver, BC V5R0M2

PROFESSIONAL SUMMARY
Customer-focused support professional with 6+ years of experience in fast-paced remote and igaming environments.
Skilled in front-line support, VIP player management, fraud review, CRM operations, and maintaining organized
workflows with strong attention to detail. Experienced with ticket-based systems, escalating issues appropriately, and
supporting users with professionalism and efficiency. Multilingual communicator with a strong work ethic, adaptability,
and a passion for igaming and technology environments.

SKILLS
Customer Service • Ticketing Systems • CRM Tools • VIP Support • Fraud Review • Organization • Attention to Detail
• Communication Skills • Time Management

EXPERIENCE
Player Support Specialist – Vancouver, Canada
Punt | December 2025 – Present
● Manage high-volume player support through live chat and email, resolving account, payment, and gameplay issues while
maintaining strong customer satisfaction
● Handle 50+ daily player interactions across chat/email
● Support VIP players with personalized, high-priority assistance and discretion
● Conduct initial fraud reviews, flagging suspicious activity and escalating cases to the relevant internal teams
● Assist with CRM tasks including updating player records, tracking interactions, and supporting retention workflows
● Escalate complex fraud, payment, and responsible gaming concerns to internal teams while ensuring compliance
standards
● Collaborate with payments, risk, and technical teams to improve issue resolution efficiency and player experience
Game Show Host / Team Ambassador – New Westminster, Canada
Evolution | December 2023 – December 2025
● Delivered premium live casino experiences in fast-paced, regulated gaming environments
● Maintained accuracy, compliance, and strong player engagement during live operations
● Built expertise in live gaming procedures, player behavior, and high-standard customer interaction
Barista – Toronto, Canada
Tori's Bakeshop | September 2022 – September 2023
● Delivered customer-focused service in a fast-paced café environment, ensuring a high-quality guest experience
● Processed transactions accurately and efficiently while maintaining smooth daily operations
● Built positive relationships with regular customers, encouraging repeat visits and customer loyalty
Customer Support Representative – Limassol, Cyprus (Remote)
Soft2Bet | September 2019 – September 2021
● Served as the first Japanese-speaking support agent, supporting expansion into Japanese-speaking markets
● Resolved 95% of inquiries on first contact
● Handled player inquiries related to accounts, payments, bonuses, responsible gaming, and technical issues via chat and
email
● Supported Japanese market players across 3 brands
● Resolved escalated player concerns while supporting retention and long-term customer satisfaction
● Worked cross-functionally with fraud, payments, and operations teams to solve complex cases efficiently
● Contributed feedback on Japanese player needs, improving localization and user experience
Japanese-Russian Interpreter – Kyiv, Ukraine
JP Company | October 2017 – September 2019
● Provided interpretation for business meetings and international calls between Japanese and Russian-speaking clients

● Supported business trips in Japan, facilitating smooth cross-cultural communication across Tokyo, Tokushima, and
Niigata
● Assisted in real-time communication to ensure accuracy, clarity, and effective understanding in business interactions

EDUCATION
Master of Arts (M.A.) in Japanese Language – Kyiv
Kyiv National Linguistic University | December 2018

CERTIFICATIONS
● JLPT N2

LANGUAGES
English – Advanced Japanese – Advanced Ukrainian – Native Russian – Native

VOLUNTEER EXPERIENCE
● Led beginner-level Japanese speaking sessions, facilitating simple conversations and supporting language learning
through interactive activities
● Ensured student understanding by guiding lesson flow and adjusting pace when needed
● Supervised gallery visitors to protect artworks and maintain proper viewing distance
● Provided reception desk support and assisted visitors with inquiries during unstaffed hours
● Acted as a docent, introducing exhibitions and offering information to visitors