Дмитро

Dmytro Shvets
Kyiv
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Backoffice Team Lead | iGaming | 2nd Line Support &
Technical Troubleshooting | Process Optimization

Results-driven Backoffice Team Lead with a Master’s in Computer SKILLS
Engineering and expertise in iGaming. Successfully scaled 24/7 Tier 2
support, achieving sub-5-minute First Response Times. Experienced in Operations & Leadership
cross-functional incident management, VIP request handling, and
• Cross-Functional Collaboration
developing internal tools (HTML Builders) to streamline daily workflows.
• Escalations Management
• Operations P rocess
WORK EXPERIENCE Improvement
• Team L eadership &P erformance
CLAPS • 01/2026 - 05/2026 Management

A modern international iGaming platform
BackOffice Team Lead • Full-time Technical & Analytical

Led Tier 2 Backoffice operations, optimizing escalation channels and • Artificial Intelligence (A I)
reducing Average Response Time (ART) by 95%. • Data A nalysis
• Managed 24/7 technical issue reporting, ensuring fast communication • Quality A ssurance (Q A)
between support and development teams. • System Performance
• Oversaw the handling of VIP inquiries within the Backoffice team, Optimization
ensuring quick resolution of priority issues and sending out custom • Technical Troubleshooting
promotional emails.
• Developed an internal HTML Email Builder tool that helped the team
quickly launch high-converting marketing campaigns. VIP Retention & Marketing
• Customer Relationship
Management (C
RM)
• Email M arketing
Casino UA • 02/2024 - 01/2026
• HTML & E
mail D
evelopment
A fast-growing licensed iGaming company.
• VIP Customer Retention
Backoffice Team Lead • Full-time

• Managed and scaled a 24/7 Tier 2 Backoffice team, establishing core
EDUCATION
operational workflows and robust incident management protocols.
• Built and mentored the team from scratch, overseeing daily operations,
KPIs, and workload distribution.
Master's degree in
Computer Engineering
• Handled a high-volume email channel and complex escalations, National University «Kyiv
consistently maintaining an FRT under 5 minutes and subsequent replies Aviation Institute»
under 30 minutes.
• Partnered with Risk, Payments, and Tech teams, serving as the primary
operational bridge for resolving complex player issues.

Back Office Specialist • Full-time
Managed the inbound email channel for player inquiries. Resolved
standard requests, routed specific account issues to the Risk department,
escalated technical bugs to the Service Desk, and provided timely updates
to frontline operators.

Customer Support • Full-time

Provided customer support via live chat and email, assisting players with
account verification (KYC), payment processing, and technical issues.

Favbet • 04/2023 - 02/2024
A leading entertainment tech company and operator in the sports betting
and iGaming sector.
Customer Support • Full-time

Provided inbound phone support for players, resolving queries related to
account verification, payments, and betting rules. Effectively managed
customer objections and de-escalated conflict situations.

Samsung Electronics • 06/2019 - 09/2019
A global multinational technology corporation and a worldwide leader in
consumer electronics and mobile communications.
Tech support • Full-time

Provided technical support for Samsung customers via inbound calls,
diagnosing and resolving hardware and software issues to ensure high
customer satisfaction.

PROJECTS

EmailCraft
Personal Project
EmailCraft

Conceptualized and deployed a custom web application to streamline
HTML email creation. Built by leveraging AI development agents alongside
modern infrastructure (Supabase for database, Clerk for auth). This project
demonstrates my ability to identify operational bottlenecks and
independently deliver functional technical solutions using AI tools, saving
internal development resources.