Alina

ALINA
TKACHENKO
CRM/ RETENTION
SPECIALIST | VIP
ACCOUNT MANAGER

SUMMARY
Customer Retention & VIP Support Specialist with 2+ years of
hands-on experience in the iGaming industry, progressing
from general tier-1 support to managing high-value VIP
players. Adept at rapid root-cause analysis for transactions
and betting disputes, personalized bonus allocation via
Smartico CRM, and churn prevention. Known for high
throughput under strict SLA/FRT targets (2–3-minute
CONTACT response times), exceptional de-escalation skills, and
consistently exceeding monthly performance KPIs.
[відкрити контакти](див. вище в блоці «контактна інформація»)

[відкрити контакти](див. вище в блоці «контактна інформація») Work experience
Customer Support (2024)
Ukraine VIP Customer Support (2024- Present)
Provide dedicated, high-touch account management and rapid support to
high-roller and VIP players, maintaining strict response times under 2-3
minutes.
Conduct root-cause analysis for transaction bottlenecks (stuck deposits,
delayed withdrawals) and technical betting/casino discrepancies, efficiently
escalating them to payment providers and tech teams.
Manage bonus economics: calculate individual bonus eligibility based on
player LTV and wagering requirements, issuing tailored offers to drive churn
prevention and account retention, successfully de-escalating frustrated
players and resolving self-exclusion/closure requests through empathetic
communication.
Monitor Al-bot/automation workflows, identifying edge-case failures and
escalating logic flaws to improve routing and automation accuracy.
Consistently outperform team benchmarks in chat volume, resolution speed,
and quality score, earning top-tier performance bonuses.

KEY strength
VIP Management & Retention:
Player Lifetime Value (LTV)
Nurturing, churn prevention, dispute de-escalation, tailored player
LANGUAGES incentives.
Financial & Gaming Mechanics:
English - B1+/ B2 Deposit/withdrawal flow troubleshooting, wagering calculation,
bonus mechanics, casino & sportsbook dispute tracking.
Ukrainian - Native Tools & Systems: Smartico CRM
Russian - Basic Power BI, Al/Bot monitoring & workflow escalation, ticketing & live chat
systems.
Operational Efficiency: High-speed problem resolution (2-3 min SLAs),
critical incident escalation, stress tolerance in fast-paced environments.