Nazar

NAZAR FEDOROV
PROFESSIONAL SUMMARY CONTACT
Trust & Safety–focused specialist experience in handling customer incidents, Address: Krakow, 30-605 Poland
documenting cases, and escalating complex issues. Used to working under Phone: 796749184
pressure, communicating clearly with users, and following defined procedures. Email: [открыть контакты](см. выше в блоке «контактная информация»)
Comfortable working in multilingual and fast-paced environments

SKILLS
EXPERIENCE • Player Engagement & Customer Support
Service Manager (iGaming Operations), 06/2024 to Current
• Ticket-based Case Handling
QUEEN BE - Krakow
• Supported daily iGaming operations in a regulated, fast-paced environment. • CRM Systems
• Monitored operational processes and ensured work was performed according to
• Issue Investigation & Resolution
internal rules and procedures.
• Prepared and maintained reports, schedules, and operational documentation • Multichannel Communication (chat, tickets,
using Google Sheets / Excel. email)
• Worked with internal data and ensured accuracy and consistency of records.
• Documentation & Reporting
• Identified non-standard situations and escalated issues according to defined
processes. • Knowledge Base Navigation
• Worked under pressure while maintaining attention to detail and process
• QA Mindset & Attention to Detail
compliance.
• Google Sheets / Excel

Call Center Operator / Technical Support , 03/2021 to 02/2022 • SQL (basic queries)
COMFY - Kharkiv
• Working Under Pressure
• Handled a high volume of incoming customer requests through support
channels. • JIRA / TestRail
• Investigated and resolved user issues remotely, following established
• Meta ADS / Google ADS
procedures.
• Provided clear, step-by-step guidance to users on product setup and
troubleshooting.
• Registered, tracked, and documented cases in CRM systems end-to-end. LANGUAGES
• Escalated complex or unresolved issues according to escalation guidelines. Ukrainian: C2
• Maintained high-quality service standards and accurate case documentation.
Proficient

Russian: C2
EDUCATION
Proficient
QA Engineering, 02/2026
Course English: B1

Intermediate
Bachelor's , Management and Administration, 02/2026
National Technical University «Kharkiv Polytechnic Institute» - Kharkiv Polish: B1

Intermediate