Особисті дані приховані

ANHELINA POIDA
[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
QA and Operations Specialist with 3+ years in iGaming. Experienced in evaluating support team performance,
maintaining high SLA standards, and identifying systemic operational errors. Skilled in creating comprehensive
training materials, onboarding specialists, and analyzing agent mistakes. Combines an analytical approach with
proven psychological feedback techniques to deliver constructive, motivating 1-on-1 coaching that drives team
accuracy and continuous improvement.

WORK EXPERIENCE

Specialist of Quality Control and Training Division Sept 2024 - Present
Quality Assurance & SLA Monitoring: Perform regular quality checks across support cases and escalations to
ensure strict compliance with internal workflows, compliance guidelines, and SLA targets (maintaining a 93%–
97% Quality Score).
Error Analysis & Root Cause Identification: Analyze agent mistakes, disputed cases, and operational errors to
pinpoint systemic issues, recurring bottlenecks, and knowledge gaps.
Feedback & Coaching Support: Deliver actionable, objective 1-on-1 feedback using tailored coaching
techniques to motivate specialists, correct errors, and support individual employee growth.
Training Content & SOP Development: Design, update, and maintain training materials, standard operating
procedures (SOPs), onboarding packs, and quick-reference cheat sheets based on QA audit findings.
Framework & Checklist Optimization: Participate in updating and refining QA scorecards, evaluation criteria,
and review frameworks to improve overall audit accuracy.
Reporting & Analytics: Compile structured quality audit reports highlighting performance trends, team
accuracy rates, and recurring bottlenecks using Google Sheets and internal analytics.
Onboarding & Skill Retention: Lead end-to-end onboarding for new support hires and conduct refresher
training sessions to reduce operational error rates.

Customer Support Specialist Nov 2023 - Aug 2024

Handled user inquiries regarding bonuses, promotional mechanics, account verification, and transactional
issues.
Monitored user engagement and assisted with onboarding and reactivation of dormant accounts.
Achieved high CSAT and First Contact Resolution (FCR) rates through empathetic and efficient problem-
solving.
Coordinated with 2nd-line support and technical departments to resolve production and platform errors.

Outbound Sales Manager Dec 2021 - May 2023
Parimatch
Executed outbound communication campaigns to drive deposits, activate promo offers, and reactivate
inactive users.
Worked with customer segments to deliver tailored promotional offers and bonus mechanics.
Maintained customer database, tracked conversion metrics, and consistently met target KPIs.
Collected customer feedback to assist marketing teams in refining promotional calendars and offer
strategies.

Youth Development Specialist & Tutor 2015 - 2019
MU CAMP (Educational Film & Personal Growth Camp)
Provided 24/7 care, supervision, and full safety management for groups of children throughout entire camp
shifts.
Facilitated psychological and emotional development by designing interactive games, team-building
exercises, and daily reflection sessions.
Monitored the psycho-emotional state of children, identified individual needs, and resolved conflicts with
empathy and emotional intelligence.
Coordinated creative production workflows, conducting workshops on filmmaking and animation while
keeping activities on schedule.
Maintained continuous communication with parents, providing updates on their children’s well-being and
personal progress.

EDUCATION
Bachelor's Degree in Psychology & Pedagogy
Drahomanov National Pedagogical University 2016-2020

LANGUAGES
Ukrainian Native speaker
Russian Native speaker
English B2
Polish A2
Spanish A2

SKILLS & TOOLS
Customer Support & CRM: Intercom, Salesforce, Internal Back Office (BO)
L&D & Training Tools: LMS, Miro, Knowledge Base Management
Task & Project Management: Asana, Jira / Confluence (basic), Google Workspace (Docs, Sheets)
AI & Design Tools: ChatGPT, Gemini, Figma / FigJam (basic review & formatting), Canva
Core Competencies: Quality Assurance (QA), Tone of Voice (TOV) Control, Full-Cycle Onboarding
& Offboarding, Cross-team Coordination, Problem-Solving