Георгій

HEORHII PAKHOLCHUK
VIP ACCOUNT MANAGER | VIP RETENTION SPECIALIST
PROFESSIONAL SUMMARY

Results-driven VIP Account Manager with 4+ years of
experience in international iGaming, specializing in VIP
retention, High Roller relationship management, player
reactivation, and revenue growth. Skilled in lifecycle
management, CRM optimization, and cross-functional
collaboration. Experienced with Freshsales, Freshdesk, and
Tableau, delivering personalized VIP experiences that
improve customer retention.

CORE SKILLS PROFESSIONAL EXPERIENCE
VIP Relationship Management VIP Account Manager - Upstars
High Roller Management (November 2025 - July 2026)
VIP Retention Managed portfolios of 150+ VIP
Player Reactivation and High Roller players. Built
Customer Lifecycle Management long-term relationships via chat,
CRM email and phone. Increased
Negotiation player engagement through
Revenue Growth personalized retention strategies KEY ACHIEVEMENTS
Communication and player engagement through
Successfully reactivated
Analytical Thinking personalized strategies.
inactive VIP players through
Reactivated inactive players and
TOOLS personalized engagement
maximized Lifetime Value. Worked
strategies.
Freshsales with Freshsales, Freshdesk and
Improved response quality by
Freshdesk Tableau. Collaborated cross-
creating standardized
Tableau functionally with CRM, Risk,
communication templates.
Google Workspace Payments and Support teams to
Worked closely with CRM,
Excel resolve complex player issues.
Risk, Payments and Support
Slack Initiated canned email templates
teams to resolve complex
to improve response speed and
player issues.
LANGUAGES consistency. Suggested workflow
Managed relationships with
English - C1 optimizations adopted by the
High Rollers across multiple
Ukrainian - Native team.
communication channels.
Russian - Native Acount Manager - International
iGaming Company (June 2022 -
EDUCATION November 2025) Managed VIP
Zhytomyr Ivan Franko State relationships, retention
University campaigns, reactivation,
2015-2022 customer engagement and issue CONTACTS
Bachelor's Degree in Philology resolution.
Kyiv [відкрити контакти](див. вище в блоці «контактна інформація»)
Customer Support
[відкрити контакти](див. вище в блоці «контактна інформація»)
Representative (March 2021 -
Telegram: @Blyskavka98
December 2021) Live chat
support, ticket handling,
translations and QA.