Максим

Maksym Lubenets Betting & iGaming
Specialist
24.11.2000

CONTACT Phone: [открыть контакты](см. выше в блоке «контактная информация») Telegram: @VACHsobesednik
Email: [открыть контакты](см. выше в блоке «контактная информация») Located in Kyiv

PROFESSIONAL
iGaming Support Representative | 2025
EXPERIENCE
Provided online user support via chat with First-Time Response (FTR) of less than
10 seconds.
Achieved a chat satisfaction rate of 91%.
Managed tickets and resolved issues through live chat and email.
Verified customer identity using ID/DL via GIDX.
Removed payment methods as requested by users.
Trained new employees on support procedures.
Created bonuses and promotions through the admin panel.
Collaborated with Retention, Fraud, and Product Development (PDM) departments
to resolve complex user issues and improve platform functionality.

Office Assistant Analyst | 2024
Assisted the analytics team with data collection, reporting, and documentation.
Analysis of sales trends and seasonality
Developed and applied a structured base of objection-handling techniques to
improve customer communication.
Supported internal workflows by preparing reports and maintaining records of
client interactions.

Support specialist | 2023 Monobank
Customer consultation on products and services
Solving problems related to transactions, cards, loans and other banking
operations
Dealing with complaints and difficult situations of clients, work with debts

Sports analyst | 2019-2022
Analyzing hockey/baseballSportContact
matches in the company's software
Training of new analysts on the software and average time to execute tasks
Communication with other departments of the company(data, scouts, coaching
staff)

EDUCATION 2006 – 2015 Alexandria Collegium school No 20
2015 – 2019 Complete secondary education “Alexandria Polytechnic College"
 iGaming Platform Management: Proficient in managing game lobbies, configuring
SKILL
bonuses, and executing promotional campaigns.
Customer Support & Communication: Highly skilled in providing fast and effective
support via chat and email, with a focus on resolving disputes and ensuring
customer satisfaction.
Problem-Solving: Proven ability to troubleshoot and resolve a wide range of player
issues by collaborating with multiple internal departments.
Data Analysis & Reporting: Knowledge of Excel (Pivot tables, VLOOKUP, etc.) and
SQL for analyzing player data and monitoring key metrics.
CRM Systems: Advanced knowledge of CRM platforms like HubSpot and Zendesk
for managing customer interactions.
Compliance & Security: Experience with customer verification processes (e.g.,
GIDX) and handling sensitive customer data.
General Skills: Microsoft Word, Google Sheets, basic Python knowledge.

Native Ukrainian
LANGUAGES
Native Russian
Upper Intermediate English

EXTRACURRICULAR I am hardworking and I am a fast learner. I am used to working for results and doing
ACTIVITIES everything on time and with high quality. A great desire to learn and earn a lot.