Daniel

Danylo Shapovalov
Support
Lead

Co n ta ct About Me

[открыть контакты](см. выше в блоке «контактная информация») Customer support leader with 9+ years’ experience in operations,
including 3+ years leading teams. Build high-performing, empathetic
[открыть контакты](см. выше в блоке «контактная информация») teams and scalable processes across omnichannel environments.
Manage KPIs (CSAT, SLA, AHT, backlog), incident response, and
Batumi, Georgia, 6000
continuous improvement.
LinkedIn
Work Experience

Education Oct 2022 – Aug 2025
Fishing Planet LLC
Team Lead, Game Technical Support — Remote
B.A., English & Japanese
Led cross-platform support & community ops for global player
KNPU - Pedagogical University
Kharkiv, Ukraine 2015 - 2019 base (Steam/PS/Xbox/Epic); owned CSAT/SLA/backlog
Maintained 90%+ CSAT; standardized triage & escalation
School Graduate playbooks; coordinated with QA/Engineering on hotfixes and
George Ranch High School live-ops
Richmond, Houston, TX 2016
Built SOPs, onboarding, and knowledge base; reduced average
time-to-resolution by ~35%; halved new-hire ramp-up time

Sk i ll s Converted player feedback to actionable QA reports and
product tweaks; resolved critical incidents within 24–48 hours

Team leadership
Senior / Game Technical Support (Mar 2023 – Jun 2023)
Performance management
Handled complex escalations; mentored juniors; enforced
Problem management quality and troubleshooting depth

De-escalation/sensitive cases

Process design & SOPs
Game Technical Support (Oct 2022 – Mar 2023)
Front‑line ticket handling in high‑volume queues; accurate
Root-cause analysis
diagnosis and timely escalations.

Jul 2020 – Oct 2022
La n g ua g e Elemy (Health‑Tech)
Care Operations Team Lead — Remote
English - C1/C2 Managed 8–10 person remote ops team; coordinated clinicians,
insurers, and families; kept care delivery 95%+ on schedule
Russian/Ukrainian - Native
Introduced HIPAA-compliant documentation & de-escalation
protocols; reduced complaints by ~20%
A CH IE VE M ENT S & Streamlined onboarding & insurance verification; cut time-to-

CA PA B IL IT IE S care by ~30%

CSAT 90%+ across platforms Family Onboarding Manager (Mar 2022 – Jul 2022)
Accelerated intake via documentation and insurance checks;
via precise triage, empathetic
improved throughput and compliance
tone, and clear resolutions

≈35% faster time-to-resolution Clinical Ops Authorization Manager (Aug 2021 – Oct 2021)
through SOPs, playbooks, Owned prior-auth workflows; reduced approval delays via
tighter provider–payer coordination
macros, and knowledge base

improvements; new-hire
Care Ops Associate (Jul 2020 – Jan 2021)
ramp-up −50%
Built foundations in client communications and data hygiene for
24–48h turnaround on P1 scale

incidents in live-ops; incident May 2019 – Jul 2020
Mobisoft Ltd
lead during outages and high-
Billing Office Manager — Remote
visibility releases
Resolved sensitive billing issues & disputes; improved retention
Closed feedback loop: through accuracy and timely resolutions
reproducible steps, logs, and Sep 2018 – May 2019
RCA hypotheses delivered to GreatDev (Shopify Agency)
Business Development Manager
QA/Engineering for fixes
Ran end-to-end sales cycle and account growth; sustained 5-
star client satisfaction
PR OGR A M S &
May 2018 – Aug 2018
CE R TI FI CA TI ONS
GENPRO

HIPAA Compliance (Elemy, Project Manager (BIM)
Assisted expansion into U.S. construction tech market; supported
2020)
securing a major BIM project in NYC
FLEX (U.S. Dept. of State, 2015–
Jun 2016 – Nov 2017
2016) LineUp
Civic Education Workshop Sales Manager
(Washington, D.C., 2016) Managed B2B sales of IT solutions across European markets;
coordinated closely with technical teams

Dec 2015 – Jun 2016
Call Center International (CCI)
Customer Service Manager
High-volume outbound sales of telecom packages; consistently
met daily quotas

TOOLS

Zendesk • Slack • Salesforce • JIRA • Confluence • Discord
(community ops) • Google Workspace • Excel/Sheets • Basic
DB/queries • Photoshop (additional skill)