Алиса

Alisa Maltseva
Riga | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)

Profile
A dedicated and ambitious professional, committed to delivering exceptional customer support and service. I possess extensive experience in the iGaming industry, specifically within the crypto casino sector, where I bring excellent interpersonal and communication skills, proficiency in a wide range of tools, and a proven ability to manage complex tasks efficiently. I am focused on exceeding expectations and building lasting professional relationships in both crypto and fiat markets.

Skills
• VIP Client Management
• Customer Support
• Communication & Networking
• Event & Promotion Management
• Risk Analysis
• CRM Tools (JIRA, Zendesk, Confluence)
• Strategic Management
• Business Development

Employment History
VIP Manager — WKND | Remote | Nov 2022 - Current
• Assist VIP players via emails, WhatsApp, and Telegram
• Provide personalized service and support to VIP clients
• Add bonuses and special promotions
• Work with both crypto and fiat currencies
• Tools: JIRA, CRM, Zendesk, Confluence
• Anticipate and understand VIP client needs
• Coordinate with internal teams to meet client needs
• Monitor client satisfaction and take proactive steps to improve it
• Prepare and present reports on client activity
• Develop strategies to retain and grow the VIP client base
• Collaborate with marketing and sales teams
• Create daily reports and maintain a personal database in Excel
• Create risk profiles for each VIP player to better understand their behavior
• Plan special promotions, tournaments, and gifts
• Provide special bonuses and weekly cashback

Customer Service Specialist — Enlabs | Riga | Jan 2020 - Oct 2022
• Assisted players via email and chat (Zendesk, LiveChat, Intercom)
• Provided services in English, Russian, Spanish, and Swedish
• Created Jira tickets and resolved technical issues
• Worked with AML and high/medium-risk players
• Worked with the VIP team by observing VIP players and converting ghost players into VIPs
• Checked and approved fiat and crypto payments
• Assisted with payment procedures and KYC checks

IT Support Agent — Evry | Riga | Sep 2018 - Dec 2019
• Provided IT customer support in Swedish and English
• Ensured a high level of customer satisfaction while interacting daily with colleagues, clients, and technicians
• Troubleshot problems and offered solutions using the internal knowledge base
• Created and updated Jira tickets
• Maintained the knowledge base and managed the ticket backlog

Education
BA in Hispanic Studies & Portuguese — Queen Mary University of London | 2018
A-levels — John Leggott College | 2013

Languages
• Russian: Native
• English: Advanced (C1)
• Spanish: Advanced (C1)
• Portuguese: Upper Intermediate (B2)
• Swedish: Intermediate (B1)