Назар

Nazar Khalupenko
Marsaskala, Malta | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL SUMMARY
Multilingual Customer Support & Operations professional with hands-on experience in high-volume request
processing, client relationship management, and cross-functional workflow coordination. Fluent in German,
English, Ukrainian, and Russian, enabling seamless communication across diverse European markets.
Proven track record of maintaining strict SLA standards, resolving complex account and operational issues,
and delivering exceptional service quality under pressure. Currently based in Malta and seeking a dynamic
Customer Support / Player Support role within iGaming, FinTech, or tech-driven sectors, ready to bring
operational discipline, strong communication, and regulatory awareness.

CORE COMPETENCIES
Omnichannel Support & Operations: Advanced ticket routing and resolution via enterprise
helpdesks (Zendesk, Intercom), maintaining strict SLA compliance, optimizing First Contact
Resolution (FCR), and managing high-volume queues.
Industry Compliance & Security: Operational awareness of regulatory frameworks,
Responsible Gaming (RG) principles, basic AML/KYC protocols, data protection (GDPR), and
fraud prevention indicators.
Client Relationship & Issue Resolution: End-to-end management of client inquiries, order
processing, dispute handling, and proactive retention strategies to ensure long-term account
stability.
Financial & Transactional Support: Investigation of payment-related friction, billing inquiries,
invoice processing, and familiarity with modern fiat/crypto financial rails.
Technical & Back-Office Proficiency: Root-cause analysis of technical glitches, CRM
management, internal admin panel navigation, and AI-assisted workflow automation.
Multilingual Communication & Leadership: High-tier cross-cultural communication in German,
English, Ukrainian, and Russian; team coordination, conflict de-escalation, and professional
adaptability.

PROFESSIONAL EXPERIENCE
Client Support & Operations Specialist | Sanade C.S. (Germany)
September 2025 – October 2026
Managed end-to-end processing of high-volume client requests, incoming orders, and service
inquiries, ensuring fast turnaround times and high customer satisfaction rates.
Investigated and resolved complex operational issues for active clients, maintaining long-term
account stability, contract continuity, and service reliability.
Prepared detailed commercial proposals, service estimates, and corporate documentation tailored
to specific B2B/B2C client requirements.
Coordinated cross-departmental workflows between sales, operations, and technical teams to
guarantee seamless contract execution and prompt problem resolution.

EDUCATION AND CERTIFICATION
Secondary Education — Kherson Lyceum No. 31, Ukraine | 2026

LANGUAGES
German: Fluent | English: Fluent | Ukrainian: Native | Russian: Native