Dmytro

DMYTRO SHEPLIAKOV
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Kyiv
October 8, 1997
Kyiv
Male
Ukraine
Single

SKILLS EDUCATION

Live Chat Support (Customer Bachelor Sep 2015 - Jul 2019
Care) Taras Shevchenko National University of Kyiv, Kyiv
FIT, Software Engineering
Transcription and Translation
WORK EXPERIENCE
MS Office
Summary
Mentoring
Customer Care Specialist with experience in iGaming, payment-
Email Support related customer support, KYC verification, refund escalations, live
chat, and email communication.
KYC / Account Verification Skilled at handling complex customer requests related to deposits,
withdrawals, promotional systems, website usage, and account
Customer De-escalation verification. Experienced in de-escalating frustrated customers and
preparing clear, professional English explanations. Background also
CRM / Back Office Tools
includes QA testing, CRM systems, payment integrations, and
HOBBIES technical support.

QC Agent Jul 2019 - May 2020
Reading Books
Mount Nico Corp, Kyiv
Computer and Table Listened to and transcribed English call recordings, as well as
Games translated call content into Russian using CRM Back Office tools.

LANGUAGE Project Manager Assistant Mar 2021 - Feb 2022
BigWalletPayment, Kyiv
English Collection of information about the desired integration settings for
the client. Terminal setup. Integration testing. ( CRM BackOffice,
Freshdesk. Billing Platform, Payment Provider)

Technical Support / QA Tester Mar 2022 - Nov 2022
NewAge.io, Kyiv
Testing technical solutions and integrations, CRM SalesForce.
Testing platforms for integration with SalesForce. Technical
customer support, problem solving, bug searching. (CRM
SalesForce, Trading Platform, Casino Platform).

Senior Customer Care Manager Jul 2023 - Present
UPSTARS, Kyiv
Provide live chat and email support for iGaming customers,
handling deposit, withdrawal, bonus, promotional, and website-
related inquiries.
Guide customers through KYC verification processes, review
submitted documents, and explain verification requirements
clearly.
Handle payment-related cases, including failed deposits,
withdrawal delays, provider checks, and refund escalation
requests.
De-escalate frustrated customers by providing professional,
accurate, and empathetic explanations.
Prepare polished customer-facing responses in English for
complex support cases.
Work night shifts from 21:00 to 07:00, maintaining service quality
during high-responsibility hours.