Yaroslav

Yaroslav Kozakevych
Team Lead Customer Support | Head of Customer Support | iGaming VIP & Support Operations
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PROFESSIONAL SUMMARY
Customer Support leader with 4 years in iGaming, including 3+ years as Team Lead of Customer Support, where I built
and managed a team of 50–55 agents and set up QA and retention processes from scratch. Hands-on with the full
player lifecycle: bonus and loyalty mechanics, deposits and withdrawals, KYC verification, fraud and risk cases, and
account restrictions. Experienced with VIP and high-roller players and complex, conflict cases. Writes and improves
scripts, instructions, and regulations; manages shifts and workload; reviews tickets and chats and gives feedback to
agents; prepares support KPI reports. Most recently led a team of 12 personal managers serving VIP clients. Fluent
English, native Ukrainian, fluent Russian.

CORE SKILLS
Customer Support Team Leadership, iGaming Support Operations, VIP & High-Roller Player Management, Complex &
Conflict Case Resolution, Bonus & Loyalty Mechanics, Deposits & Withdrawals, KYC / Player Verification, Fraud & Risk
Cases, Account Restrictions (limits, self-exclusion, blocks), Quality Assurance, Mistake Analysis & Agent Feedback,
Scripts, Instructions & Regulations, Shift Scheduling & Workload Distribution, Support KPI Reporting (FRT, CSAT),
Player Retention & Churn Reduction, Recruiting & Training, Cross-functional Collaboration.

TECHNICAL PROFICIENCY
Ticketing and chat: Zendesk, Zammad, OTRS, Omnidesk, Tawk.to, Rocket Chat, Jira. CRM and analytics: HubSpot, Zoho,
Mixpanel, Grafana. Payments: Skrill, Neteller, PaySafe, Neosurf, PayID, wire transfers, blockchain payments.
Knowledge and collaboration: Confluence, XWiki, SharePoint, Slack, Microsoft Teams, Google Workspace, Microsoft
Office. Other: OKTA, VOIP, AI tools (Claude, ChatGPT).

PROFESSIONAL EXPERIENCE
Head of Personal Concierge Managers
Oben Club | August 2024 – August 2026
• Led a team of 12 personal managers serving VIP and high-profile clients; distributed workload across managers.
• Personally handled conflict cases and complaints from VIP clients, resolving them while keeping the relationship.
• Controlled service quality and gave regular feedback to the team; developed and implemented service standards.
• Prepared reporting for management on team performance and client activity.
• Monitored client activity and behavior to spot changes early and proactively address risks and churn.
• Built personalized offers, loyalty perks, and exclusive experiences tailored to each client.
• Handled complex, time-sensitive requests, from last-minute travel to rare product sourcing.
• Trained and mentored the team on communication, prioritization, and client handling.
• Oversaw budget planning, cost optimization, and supplier negotiations.

Senior Customer Success / VIP Account Manager / CPQ Manager
Code IT and Workday (Zimit CPQ) | April 2022 – July 2024
• Main point of contact for a portfolio of 25–30 enterprise accounts from the US and Europe, including Dell and
Siemens.
• Handled client requests through Jira (bugs, enhancement tickets, special requests) and turned them into clear tasks
for the team.
• Coordinated with Product, Analytics, QA, Development, and Integration teams; escalated inquiries to the right team
when needed.
• Aligned priorities and deadlines with the development team and kept clients updated on timelines.
• Managed client expectations when fixes or features were delayed, keeping relationships stable.
• Investigated and resolved client complaints, troubleshot issues, and closed tickets after confirming with the client.
• Ran regular client check-ins and status updates; attended daily calls and meetings.
• Educated clients on the product and improved the overall customer experience.
• Prepared client surveys, quotes, and calculation sheets (CPQ).
• Identified upsell opportunities; closed some deals directly and passed others to the sales team.
• Followed company communication procedures and policies.

Customer Success Manager
TFM ELD | September 2021 – February 2022
• Managed a portfolio of accounts to achieve long-term success and built positive customer relationships.
• Served as the communication link between key customers and internal teams; represented customers when
needed.
• Resolved customer issues and handled complaints to maintain trust.
• Reported on the status of accounts and transactions.
• Set and tracked account targets aligned with company objectives.
• Suggested actions to improve sales performance and identified growth opportunities.
• Generated new sales through existing and potential customer networks.
• Coordinated and developed seasonal product presentations.

Team Lead of Customer Support
Quest Marketing / UltimaTech (iGaming) | April 2018 – September 2021
• Led customer support for an iGaming product; built and managed a team of 50–55 agents.
• Personally handled complex and escalated player cases, including VIP and high-roller players and conflict situations.
• Worked directly on KYC and player verification, fraud and risk cases (chargebacks, suspicious accounts), and
account restrictions (limits, self-exclusion, blocks).
• Resolved deposit and withdrawal issues across multiple payment systems; processed international payments.
• Handled bonus, loyalty, and retention requests to keep players engaged and reduce churn; set up retention
processes from scratch.
• Set up the QA process from scratch: reviewed tickets and chats, analyzed mistakes, and gave feedback to agents.
• Wrote and improved scripts, instructions, and internal regulations for the support team.
• Managed shift schedules and workload distribution across the team.
• Prepared support KPI reports (FRT, CSAT) and analyzed player and business trends to guide decisions.
• Ran weekly cross-functional meetings on goals and priorities; managed external partners and service providers.
• Recruited, trained, and developed team members.

Customer Support Specialist
Quest Marketing / UltimaTech (iGaming) | August 2017 – April 2018
• Supported players via phone (call center), email, and chat; handled and resolved complaints.
• Verified player information and updated databases.
• Set discount rates, offers, and gifts; discussed promotions with players.
• Escalated outstanding issues to the supervisor; tracked sales statistics by key metrics.

EDUCATION
Mariupol State University of Humanities
Translator and Interpreter of English and Greek | 2005 – 2009

LANGUAGES
English: Fluent • Ukrainian: Native • Russian: Fluent • Greek: Intermediate