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Досвід роботи

Quality manager

з 02.2025 по 12.2025 (11 місяців)
People Decisions, Дистанційно (IT)

Established the quality assurance function from scratch for a VIP department supporting 10 partner-operated iGaming websites, building the evaluation framework and operational processes for a team of approximately 25 VIP managers.
Designed and implemented a comprehensive KPI-based quality assessment system featuring 15+ evaluation criteria to standardize performance reviews, identify service gaps, and improve the quality of VIP client interactions.
Introduced a structured performance monitoring and reporting process, conducting regular quality audits and publishing consolidated KPI results twice a month to track performance and highlight areas for improvement.
Built a centralized knowledge base in Notion, consolidating fragmented documentation into 30+ structured sections covering website-specific information, operational procedures, internal policies, and VIP management guidelines.
Improved VIP service quality through systematic performance evaluation and feedback, contributing to a substantial improvement in VIP managers' performance following the implementation of the KPI framework.
Evaluated the quality and relevance of personalized offers for VIP clients, helping improve offer quality and alignment with client expectations.
Assessed prospect management and potential VIP client interactions, identifying opportunities to improve engagement quality and the VIP acquisition process.
Conducted ad hoc statistical analysis and data collection for management, providing operational insights to support reporting and data-driven decision-making.

Customer support representative

з 12.2024 по 05.2025 (6 місяців)
PeopleForce, Дистанційно (IT)

Provided dedicated support for a fintech application in the Indian market, handling user inquiries and transaction-related issues.
Performed routine verification and monitoring of financial transactions, ensuring system security and compliance.
Gained expertise in the specifics of digital payments and user expectations within the Indian financial sector.

Support manager

з 10.2023 по 09.2024 (1 рік)
TechDes, Дистанційно (IT)

Delivered L1/L2 technical support, ensuring effective resolution of client issues.

Line 1 Support Responsibilities:
Investigated and resolved incoming client tickets related to lead distribution system errors and access problems.
Assisted users with troubleshooting and navigation within their personal accounts.
Documented recurring issues and contributed to the knowledge base.

Line 2 Support Responsibilities:
Addressed escalated and complex technical issues that required deeper analysis.
Performed data modifications, updates, and corrections directly in the database using back-office tools.
Monitored systems for potential data inconsistencies and performed root cause analysis.
Collaborated with development team to resolve bugs.

Support manager

з 08.2022 по 12.2024 (2 роки 5 місяців)
ТОВ Softissue, Дистанційно (IT)

Delivered end-to-end customer support for an iGaming affiliate network, specializing in user onboarding (registration) and enhancing the player experience.
Actively participated in the creation and A/B testing of promotional campaigns, which increased player engagement and conversion rates for partner casinos.
Spearheaded content localization initiatives for the Brazilian (PT-BR) audience, adapting marketing copy and user interfaces to resonate with local cultural nuances.
Collaborated with marketing and content teams to ensure campaign effectiveness and a seamless user journey for a specific geographic target.

Customer support representative

з 06.2022 по 10.2023 (1 рік 5 місяців)
Ambisafe, Дистанційно (IT)

Resolved a wide range of client issues and provided product expertise, ensuring a high level of customer satisfaction.
Authored and maintained key support materials (FAQ, blog posts), empowering users and reducing support load.
Assisted in the development and launch of marketing campaigns to promote platform products.
Supported the international expansion by localizing web content and performing manual bug testing to maintain site quality.

Customer Support Representative

з 02.2022 по 05.2022 (4 місяці)
ТОВ "Цифровi рiшення", Київ (IT)

Provided customer support on payments, bonuses, and game functionality. Manually tested and reported game bugs.

Customer Support Representative

з 09.2021 по 12.2021 (4 місяці)
Livingston Research, Київ (IT)

Oversaw the customer journey from order placement and payment to consultation to precise assignment for writers.
Increased average order value by identifying and promoting relevant additional services to clients.
Handled post-delivery escalations, coordinating with QA and refund teams to resolve quality issues and protect client relationships.
Acted as a key link between customers and the execution team, ensuring accurate briefs and smooth service delivery.

Customer support agent

з 03.2017 по 07.2020 (3 роки 5 місяців)
ТОВ ТПР, Дистанційно (IT)

Customer Support & Quality Assurance Specialist

Excelled in a dynamic outsourcing environment, rapidly advancing from Customer Support Representative to Quality Manager across two major international projects.

Project 1: Leading Chinese E-commerce Marketplace | (about a year)

Pioneered the launch and development of the new English-speaking support department after a successful month in the Russian-speaking team.
Resolved a high volume of complex customer issues related to global shipping, payments, and product quality for the international marketplace.
Managed and enhanced the company's online reputation by drafting and publishing official responses to customer reviews on Google Play and the App Store.

Project 2: iGaming Operator (Multiple Casino Websites) | (more than 2 years)

As Senior Support Agent: Provided expert-level support via Zoho CRM on payments, bonuses, and game functionality. Manually tested and reported game bugs, streamlining the bug-reporting process for the tech team. Performed thorough customer identity verification.
Key Achievement: Single-handedly designed, systematized, and implemented the unified bonus and responsible gambling system across all company websites, significantly improving operational consistency and player safety.

Promoted to Quality Manager:

Developed and enforced quality standards for the support team, conducting performance reviews and coaching sessions.
Built the KPI framework from the ground up to monitor team productivity, customer satisfaction, and adherence to protocols.
Monitored the database of gambling-addicted players to ensure strict compliance with responsible gaming policies.

Знання і навички

• Знання CRM систем
• Ведення онлайн-чатів
• Уміння працювати в режимі багатозадачності
• Друга лінія підтримки
• Перша лінія підтримки
• Ведення CRM
• Швидкий набір тексту
• Slack
• Figma
• Jira
• AI
• MS Excel
• Ведення документації
• Адаптивність
• Дисциплінованість
• Доброзичливість

Знання мов

• Англійська — просунутий
• Українська — вільно
• Португальська — середній

Додаткова інформація

Experienced customer support agent starving for a new job. Patient, sociable, punctual, willing and able to learn everything that is needed for successful work. Ready for night shifts as well.