Дар'я

Daria Yaroshchuk Education
Teacher of English and Foreign Literature - Sep 2017 - Dec 2021
Master’s degree
Rivne State University of the Humanities, Rivne

Employment
Promoter Oct 2019 - Jan 2021
MARVEL International Tobacco Group, Rivne
Promoting company products to consumers in accordance with company
Personal details guidelines and local regulations.
Communicating product features and brand information to customers in a
Daria Yaroshchuk professional manner.
Engaging with consumers to increase brand awareness and encourage
[відкрити контакти](див. вище в блоці «контактна інформація») product consideration.
Reporting promotional results, customer feedback, and market observations
[відкрити контакти](див. вище в блоці «контактна інформація») to management.

Рівне
Credit verifier Feb 2021 - Feb 2022
April 20, 1999 Credit1, Rivne
Verifying customer identities and personal information in accordance with
Skills internal procedures.
Reviewing submitted documents to ensure their accuracy, validity, and
completeness.
Team Leadership & Supervision Checking loan applications and customer data for inconsistencies or missing
information.
Task Prioritization
Conducting customer verification procedures in line with KYC requirements.
Quality Control Identifying suspicious information, potential fraud indicators, and
discrepancies in applications.
Critical Thinking Assessing verification results and making recommendations regarding
application approval or rejection in accordance with established procedures.
Written Communication
Maintaining accurate records of verification activities and application
Time Management outcomes.
Meeting established productivity, accuracy, and processing-time targets.
Attention to Detail
Customer support manager Jul 2022 - Oct 2022
Effective Communication External Source Solutions LTD (iGaming)
Communicating with customers via live chat and email.
Flexibility Assisting customers with account-related inquiries, deposits, withdrawals,
bonuses, and promotions.
Languages Investigating customer issues and providing accurate and timely solutions.
Handling complaints and resolving player concerns in a professional manner.
Providing clear information about platform features, terms and conditions, and
English B2 company policies.
Verifying customer information and following established security and
verification procedures.
Ukrainian Fluent
Escalating complex cases to the relevant departments when necessary.
Maintaining accurate records of customer interactions and case resolutions.
German A2 Ensuring compliance with internal procedures and responsible gambling
policies.

Quality assurance manager Nov 2022 - Apr 2024
External Source Solutions LTD (iGaming)

Managing the quality assurance process to ensure compliance with internal
standards, policies, and procedures.
Monitoring and evaluating customer support interactions and case handling to
identify errors and areas for improvement.
Developing and monitoring quality KPIs to measure team performance and
ensure consistent service standards.
Communicating findings and specific corrective feedback to support
employees' professional development.
Conducting interviews and providing training for new managers.
Developing and implementing quality assurance guidelines, evaluation
criteria, and assessment procedures.
Holding team meetings and one-to-one meetings with support managers.

Customer support supervisor May 2024 - Oct 2026
External Source Solutions LTD (iGaming)
Leading and supporting a team of employees, ensuring consistent customer
support standards and daily operational quality.
Overseeing the quality of customer support cases and ensuring that errors
and gaps in case handling are identified.
Assisting with complex customer situations and facilitating effective problem
resolution.
Coordinating communication and information exchange between different
departments.
Developing and establishing KPIs for senior managers.
Maintaining accountability, accuracy, and quality across team workflows.
Analysing problem cases, advising SMs and QA staff | supervising their work.
Monitoring chats with clients and other working groups | overseeing work
processes.
Conducting briefings, meetings and one-to-one sessions
Training new SMs or QA staff, bringing them up to speed.
Preparing for project launches, where applicable.
Setting non-standard/irregular tasks and verifying their completion.
Optimisation of work processes.

Technical Skills
Livechat/ Helpdesk

Softswiss/ Truelabel/ Easyrocket/ GBL/ NR1/ Betby admin panel

Jira (Softswiss, Truelabel, GBL) Clickup Slack