Контактная информация

Соискатель указал телефон , эл. почту и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/19435407/

Опыт работы

Payment Operations Specialist — Payment Support

с 05.2026 по 07.2026 (3 месяца)
Adopy, Дистанційно (IT)

• Investigated failed, pending, delayed, and missing deposits and coordinated resolutions with payment providers.

• Communicated with PSP support teams, followed up on open cases, and updated internal stakeholders.

• Monitored payment method availability and escalated technical or operational issues.

• Supported Account Managers and VIP teams with complex payment cases, status clarification, and alternative payment options.

• Configured individual payment routing cascades when standard methods were unavailable.

• Conducted manual transaction investigations and coordinated resolutions across providers and internal teams.

• Maintained accurate case records and ensured proper follow-up and shift handover.

Account Manager / Payment Operations & Quality Control Specialist

с 05.2024 по 02.2026 (1 год 10 месяцев)
NDA Recruitment, Дистанційно (IT)

Started as an Account Manager Intern and progressed to Account Manager, Payment Provider Manager, and Quality Payment Control Specialist.

• Provided real-time customer support through chat and email, messengers handling account, product, technical, verification, deposit, and withdrawal-related requests.

• Investigated missing or delayed deposits, checked transaction details, and coordinated resolutions with payment providers and internal teams.

• Monitored payment method availability, deposit conversion, transaction statuses, and payout channels across multiple projects.

• Communicated with PSP representatives regarding transaction issues, operational incidents, limits, and payment method performance.

• Escalated complex payment, technical, KYC, and anti-fraud cases to the appropriate departments and followed them through to resolution.

• Reviewed employee handling of payment-related cases, including decision accuracy, communication quality, response time, status updates, and compliance with internal procedures.

• Maintained quality reports, KPI records, and structured feedback for employees, identifying recurring errors and opportunities for improvement.

• Participated in developing internal quality processes, instructions, checklists, and knowledge base materials.

• Cooperated with Customer Support, VIP Support, anti-fraud, finance, technical teams, payment providers, and department management.

Customer Support / Account Manager

с 09.2023 по 05.2024 (9 месяцев)
NDA — iGaming Company, Дистанційно (IT)

• Provided real-time customer support through live chat and email in a high-load iGaming environment.

• Assisted customers with account access, profile settings, gameplay, bonuses, deposits, withdrawals, verification, and technical issues.

• Investigated payment-related requests, checked transaction details, and escalated unresolved cases to payment, technical, KYC, and anti-fraud teams.

• Explained service rules, account restrictions, promotional conditions, and verification requirements in a clear and customer-friendly manner.

• Handled complex and sensitive cases while maintaining professional communication and service standards.

• Prioritized urgent requests, followed up on escalated cases, and kept customers informed about their status.

• Maintained accurate customer and case information in internal systems and followed established procedures and SLA requirements.

• Cooperated with internal teams to resolve user-impacting issues and support a stable customer experience.

Customer Support Specialist / Social Media Support Specialist / Custom

с 07.2018 по 02.2023 (4 года 8 месяцев)
Parimatch Ukraine, Дистанційно (IT)

• Progressed from Customer Support Specialist to Social Media Support Specialist and later to Customer Support Mentor.

• Provided customer support through live chat, email, incoming and outgoing calls, messengers, and social media channels.

• Assisted customers with account access, product usage, deposits and withdrawals, verification, bonuses, promotions, technical issues, and general service questions.

• Handled complex and sensitive cases, maintained professional communication, and escalated unresolved issues to the relevant departments.

• Supported customers through Instagram, Facebook, Telegram, WhatsApp, and Viber, and monitored public feedback on forums and social media.

• Identified recurring customer issues and communicated relevant insights to internal teams.

• Onboarded and mentored new Customer Support employees, helping them understand internal procedures, communication standards, and product processes.

• Monitored the progress and performance of trainees and junior specialists, provided structured feedback, and prepared training reports.

• Created internal and customer-facing instructions, including visual guides and step-by-step materials.

• Supported knowledge sharing within the team and helped new employees adapt to a high-load working environment.

• Worked with internal departments to resolve customer-impacting issues and maintain service quality.

Customer support specialist

с 07.2017 по 04.2018 (10 месяцев)
Vodafone Україна, Львів (Телекомунікації, зв'язок)

• Provided customer support through incoming calls.

• Assisted customers with tariffs, services, billing, account settings, and technical issues.

• Diagnosed service problems, explained possible causes, and guided customers through basic troubleshooting steps.

• Resolved financial and billing-related requests and escalated complex cases to the relevant departments.

• Maintained accurate customer information and followed internal procedures and service standards.

• Worked in a high-volume environment while maintaining professional communication and response accuracy.

Образование

Національний університет "Львівська політехніка"

Геотехнічний інжиніринг / Геодезія, MBA, Львів
Высшее, с 2015 по 2020 (5 лет)

Знания и навыки

• Customer support
• Live chat support
• Email support
• Ticket systems
• Zendesk
• Intercom
• CRM systems
• Payment processing
• PSP monitoring
• Transaction analysis
• Payment flow control
• Billing support
• Issue resolution
• Problem-solving
• Multitasking
• Time management
• Quality assurance
• Performance evaluation
• Mentoring
• Team training
• Process improvement
• Data analysis
• Google Sheets
• Excel
• SLA management
• Incident handling
• Escalation management
• Communication skills
• Customer satisfaction (CSAT)
• Operations support

Знание языков

• Английский — средний
• Украинский — свободно

Дополнительная информация

Customer Support Specialist with over six years of experience in high-load environments, including iGaming, telecommunications, and payment-related products.

Experienced in live chat, email, ticket systems, messengers, and social media support.
Skilled in handling account, technical, billing, KYC, deposit, withdrawal, and payment-related requests, as well as complex escalations requiring coordination with internal teams.

My professional background also includes onboarding and mentoring new employees, creating internal instructions, evaluating service quality, providing structured feedback, and supporting process improvements.

I am attentive to detail, calm under pressure, and comfortable managing multiple priorities while maintaining clear and respectful communication.

I am looking for a long-term fully remote position focused on chat and email support.
Regular customer calls are not considered.
I am open to different schedules, with a preference for balanced shift rotation and predominantly daytime work.