Даяна

DAIANA KUST
EXPERT IN VERIFICATIONS, CUSTOMER SERVICE AND GAMBLING

EXPERIENCE

CUSTOMER SUPPORT MANAGER
ClickedIn Ltd
Feb 2021 - Dec 2023
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Database administration
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Analyzing customers issues, finding out possible ways to solve in
Day8ana
the best manner
Analyzing data and results to guide product and customer success
SKILLS improvements
Solving issues together with developers and technical experts, co-

Able to build an effective teamwork working with a team

Ethical communication
Mentoring, staff training VERIFICATION MANAGER
Supervised a team of 10+ employees OnlyFans Ltd
Passion for the organization and great results
Feb 2021 - Oct 2023
Work execution and writing of technical specifications
Documents verification KYC procedures. Risk assessment and risk analysis
Payment processing, withdrawals, chargebacks Checking the compliance of the information that users indicate in
Risks and fraud identification their profiles and documents identification
Multi-tasking, attentive to details Content moderation, profiles follow up
Efficient complex issues solving Analysis and recognition of documents that do not meet the

Maintaining high level interactions with clients requirements, attention to details. Processing large amount of data

Team motivation, meetings Determination of falsifications, fraud. Taking actions in accordance
with website policy
Processing large amounts of electronic data
Monitoring and prevention fraudulent activities on the platform

Omnidesk, Jira, Fundist, Opera (PMS), Zoom, Team Collaboration with antifraud and content moderation teams. Taking
viewer, LinkedIn, Discord, Google docs, Trello, Slack, responsibility for making decisions
Office, Google docs.
TEAMLEAD IN CUSTOMER SUPPORT (GAMBLING)
Sonores Ltd, SupportLab Ltd
EDUCATION March 2018 - Jan 2021

Monitoring and analysis team performance metrics, providing
Bachelor. Hotel and catering business constructive feedback and develop strategies to optimize
Lviv, Ukraine 2010 - 2014 productivity and quality service delivery.
Adaptation, training of new employees, mentoring
Professional College of Technologies, Implementation of terms and regulations in accordance with brand
Business and Law of Lesya Ukrainka standards, optimization of educational material for effective training
Volyn National University
Managing payments, withdrawals. Dealing with chargebacks and
Lutsk, Ukraine 2006- 2009 deposit issues. Performing audits of financial transactions, such as
analyzing bank records or researching past transactions to detect
irregularities
LANGUAGE
Prompt analysis and response to feedbacks concerning our services
Gameplay test, player’s stakes track, risk analysis
English В2-С1