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Опыт работы

Team Lead Support and Payment Departments

с 09.2025 по наст. время (6 месяцев)
NDA, Дистанційно (IT)

Key Responsibilities:
Managing a team of 60+ professionals serving 7 brands across various geographies (from tier 3 to tier 1).
Oversaw daily operations, ensuring smooth cross-functional collaboration between departments.
Communication with partners to provide reports, address concerns, and improve processes.
Worked closely with QA to improve the overall quality of team performance and customer service.
Conducted regular team calls for task setting, issue resolution, and team motivation.
Handled negative reviews and complaints on platforms like: Trustpilot, AskGamblers, and Casino Guru.
Critical cases escalation (refund requests, gambling addiction issues) to the legal department.
Collaboration with new partners to set up support and finance teams from scratch for new brands.
Work with designers to update branding materials and improve brand visuals.

Key Achievements:
Improved KPI in the Finance department from 64 to 83 within 3 months by analyzing each manager's performance and redesigning workflows.
Reduced VIP player complaints significantly by optimizing communication between Finance and VIP Support departments.
Established a reporting and task-tracking system that improved interaction with partners and boosted task resolution efficiency.
Built a Support team from scratch for a new brand on a new platform, resulting in key metrics: ART <1 min, FTR <15 secs, CSAT >80% within one month of project launch.
Identified a fraudster from Russia through LiveChat analysis, leading to the uncovering of a bonus abuse group across multiple brands.
Created a comprehensive team guideline, improving workflow clarity, communication standards, and reducing repetitive queries from managers

Supervisor at Payment Risk Anti-fraud Department

с 12.2024 по 09.2025 (10 месяцев)
NDA, Дистанційно (IT)

Key Responsibilities:
Conducted detailed KYC checks and analyzed potential issues with user verification.
Analyzed player behavior patterns to identify possible fraud risks.
Tested game mechanics to ensure proper functionality.
Communicated with product and sports managers regarding brand-related issues.
Led a team: introduced new internal rules, held feedback sessions, and supported team members' growth.

Key Achievements:
Identified fraudulent document attempts and reported them for further investigation.
Discovered vulnerabilities in new game mechanics, ensuring their correction before release.
Detected and prevented bonus abuse schemes across several slot games.
Optimized withdrawal processes for a new project, leading to an increase in GGR.

Payment/Anti Fraud manager

с 01.2024 по 12.2024 (1 год)
NDA, Дистанційно (IT)

Key Responsibilities:
Conducted full user profile verification in accordance with internal rules (KYC, AML).
Checked deposit status and wager completion on players’ last deposits.
Approved financial transactions and ensured data accuracy.

Key Achievements:
Maintained a personal KPI score of 90+ and consistently ranked among the top finance managers company-wide.

Образование

Київський національний університет імені тараса шевченка

Географічний факультет. Транскордонне екологічне співробітництво, Київ
Высшее, с 2020 по 2024 (4 года)

Знания и навыки

• Уміння працювати в режимі багатозадачності
• Адаптивність
• Дисциплінованість
• Notion
• Slack
• MS Power BI
• KYC
• ClickUp
• Payment processing
• Analytical thinking
• Ability to analyze
• Organization of staff work
• Team management
• Teamwork
• Jira
• AML
• PSP
• Ability to quickly learn new information
• IGaming
• Gambling
• Livechat
• Technical support for users
• Sumsub
• Zoho CRM
• Communication
• Anti-fraud
• MS Office

Знание языков

• Английский — выше среднего
• Украинский — свободно