Особисті дані приховані

Iryna Koretska
Head of Customer Support (Russian, Ukrainian, English, Portuguese,
Spanish Speaker);
Customer Support Trainer (Coach)

WORK EXPERIENCE
Affiliate Manager I-Gaming (Remote)
I-Gaming company on the Portuguese and Brazilian
market (September 2024 to now)
Searching for, onboarding, and supporting affiliate
partners
monitoring their traffic in terms of payback
CONTACTS problem solving
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Quality Control Manager of support I-Gaming (Remote)
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EvoPlay (March 2022 to July 2024)
[відкрити контакти](див. вище в блоці «контактна інформація») Quality control of customer support for online casinos in
-koretska-0707/ Latin American regions
Managing customer complaints via email
EDUCATION Customer Satisfaction Tracking

Odessa national low academy Team leader of copyeding (Remote)
(Ukraine) Content Team(January 2021 to March 2022)
Copyediting, translation, and proofreading of articles in
Post Graduate Degree in Law
English, Spanish and Portuguese.
Specialty "Civil Law and Business" Training and supervising of copywriters team.
(2010) Hotel receptionist (Portugal)
Mixe hostelry activities' (December 2012 to February 2020)
ON JOB trainings Booking, check-in, check-out, billing
customer service
Customer service, solving of
clients claims and resolution of The secretary of the case management (Ukraine)
problems State executive service (June 2010 to April 2012)
Reception of citizens and correspondence,
English - Customer service
Working in a team and Document drafting and registration

nonviolent communication Quality Control and Training Manager (Ukraine)
Beeline Telecommunications (June 2008 to July 2010)
Online curse Recruiting and training of new call center operators
Business Assistance and Digital Quality control and Development of Service
Marketing (2022) Customer Satisfaction Tracking
Writings scripts and working manuals for operators
SKILLS
Customer Service Management CERTIFICATIONS
Quality control Business Assistance and Digital Marketing
Customer Service Training Helppy in the International Freelance School (2021)
Complaint Management A training program covered how to build an inbound
Customer Satisfaction (CSAT) marketing strategy and identify new sales prospects.
Critical thinking and problem- English Language - Customer Service
solving The Institute of Employment and Professional Training (2021)
Teamwork and collaboration Customer Service in English
Oral and written communication
LANGUAGE SKILLS
skills
Russian and Ukrainian - Native
Self-motivation, time and task
Portuguese - C2
management;
English - C1
Web copywriting and translating
Spanish B2
 Greetings!

Cover
My name is Irina. I graduated as a lawyer, but I did not work in the specialty but found
Letter myself in customer service.

October 2025 My professional journey began in the call center of the telecommunications company
Beeline in Ukraine, where I started as a customer service agent. After a year of dedicated
work in customer service, I was promoted to manager of quality control of staff training.
In this position I:

conducted interviews,
trained new coworkers,
wrote scripts and working manuals for operators,
gave feedback based on call monitoring,
conducted customer satisfaction surveys and analyses.

This experience honed my skills in effective communication, teamwork, problem-solving,
planning, goal-setting, and achievement. The interviewing experience I gained was also
invaluable to my professional development.

In 2012, I immigrated to Portugal. Worked in the hotel industry until 2020. During the
pandemic and quarantine, I changed to a remote work format.

From January 2021 to March 2022, I worked remotely at the Content Team. My
responsibilities initially included translating, editing and proofreading articles for
websites of affiliate partners about crypto/blockchain and gambling in English, Spanish,
and Portuguese. In this job, I studied the iGaming industry in theory while working on
content for review sites. I applied the knowledge I gained in my subsequent career in
iGaming.

From March 2022 to July 2024 I had been working as a Quality Control Manager in a
Customer service I-Gaming outsourcing company, where my responsibilities include:
checking operator’s chats and correspondence in Portuguese and English and
providing feedback,
answering customer complaints,
perform customer satisfaction surveys.

From July 2024 to present time I work as an affiliate manager in I-Gaming company
where one of my key functions is to support and assist affiliate partners.

Over the years of customer service, I have learned how to listen to people and
understand their needs, calm them down when they are angry, express empathy, and
convert dialogue into constructive dialogue. I understand the difference between great
live human customer service and a chatbot and know how to teach it to others.
Among my key skills, I can name the following:

Great communication skills written and verbal: good listening, empathy, and ability to
understand people's needs;
Comfort with digital tools;
Self-motivation, time and task management;
Open to learning and upskilling;
Customer success, and customer satisfaction surveys;
Quality control, training, and onboarding;
Writing web articles, scripts, and manuals;
Administrative assistance;
Teamwork and collaboration.

In my career, I have demonstrated professionalism and competence. As a lifelong learner, I
strive to improve myself every day. In my person, you will meet a responsible collaborator
and co-worker, as well as a team player you can rely on.

I will be glad to cooperate if you are interested in my candidacy. Please, feel free to let me
know your questions or concerns. Thank you for your attention.

With best regards,
Irina
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(WhatsApp, Viber)
Telegram: @IrinaKoretska