Владимир

Vladimir Riabkin Профіль
iGaming Team Lead with 9+ years of experience in VIP Service, Player
Retention, Customer Support and Sales.
Currently leading a 7-person VIP team, with previous experience managing a 12-
person 24/7 Customer Support operation. Strong background in high-value
player management, retention and reactivation, team development, KPI
management, recruitment and operational process optimization across
international markets.

Досвід роботи
Vladimir
TEAM LEAD - VIP SERVICE | iGaming січ 2026 - Дотепер
Vladimir Riabkin NDA, Kyiv
Lead and develop a 7-person VIP Management team.
[відкрити контакти](див. вище в блоці «контактна інформація») Manage daily operations, workload distribution, performance and service
standards.
[відкрити контакти](див. вище в блоці «контактна інформація») Monitor team KPIs, identify performance gaps and provide coaching and
feedback.
Kyiv
Support complex VIP escalations and high-value player cases.
Optimize VIP workflows, communication standards and internal processes.
6 серпня 1994 р.
Coordinate with CRM, Payments, Risk, Retention and Operations.
[відкрити контакти](див. вище в блоці «контактна інформація») Ensure consistent, personalized service for high-value players.

VIP MANAGER | iGaming бер 2022 - груд 2025
NDA Company, Kyiv
Managed relationships with VIP and high-value players across international
markets.
Delivered personalized service focused on player engagement, loyalty and
retention.
Worked with player activity and behavioral patterns to identify retention and
reactivation opportunities.
Managed complex cases and escalations throughout the player lifecycle.
Coordinated with CRM, Payments, Risk and other departments.
Maintained long-term relationships with high-value customers.

TEAM LEAD - CUSTOMER SUPPORT | бер 2021 - січ 2022
iGaming
NDA Company
Led a 24/7 Customer Support team of 12 FTE.
Managed operations across Tier 1, Tier 2 and international markets.
Supported russian-speaking markets, plus: Finland, Germany, Poland,
Australia and Brazil.
Managed English- and German-speaking customer operations.
Recruited, onboarded and trained employees; contributed to development of
15+ specialists.
Built schedules, workflows, response templates and Knowledge Base.
Developed and monitored team KPIs and performance standards.
Managed escalations and coordinated complex cases with other departments.
Improved operational structure and consistency through process
standardization.