Контактная информация

Соискатель указал телефон, эл. почту и LinkedIn.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/2975277

Опыт работы

Head of CRM

с 05.2019 по 01.2020 (8 месяцев)
DGV Entertainment, Marbella (entertainment, other)

Working in a newly build start-up company is always challenging, however stimulating to apply skills and knowledge.

- Development, launch, and analysis of the NRC, monthly and special marketing campaigns;
- Drafted and agreed on the general bonus program for 2 brands (welcome offer, weekly campaigns) together with management & marketing team, based on competitors analysis;
- Drafted and agreed on the VIP club program for 2 brands together with management & marketing team, based on competitors analysis;
- CRM tools and customer communication channels implementation;
- Working directly with the content and marketing design team;
- Introduced and established translations department with the native speakers (DE, FI, NO, CN, JA, ES, PT, etc);
- Provided necessary training materials together with the training session demo to the Head of Support.

Project Coordinator at XCaliber

с 03.2019 по 05.2019 (2 месяца)
PlayCherry Ltd., St Julian's (entertainment, other)

A great challenge with re-establishment of the PMU processes within the company for a sadly short period due to relocation to another country.

- Getting to know the processes inside IT team in more depth, which broadened my knowledge of the platforms' operation from feature request to error investigation and solution;
- Taking initiative in re-arrangement of internal procedures to improve work processes between teams;
- Establishment of business communication with partners based on weekly reports, requests follow up and mitigation of raised issues.

Head of Support and Retention

с 03.2018 по 11.2018 (8 месяцев)
Soft2Bet, Київ (Public and business services)

- Restructured Customer Support Department to meet the company’s goals and increase customer loyalty
- Launched VIP department (with further follow up, reporting, analysis)
- Set KPI targets as well as Motivation Bonus Programs
- Handling Customer Retention Programs along with the Management and Marketing teams on a daily basis
- Understanding and participation in development, launching, and analysis of customer reward and bonus campaigns
- Launched SMS & SMM customer communication channels
*left due to relocation to Malta

Head of Customer Support

с 02.2017 по 02.2018 (1 год)
Bokaya Trade, Киев (Public and business services)

- Created Customer Support Department (5 persons) from scratch
- Developed the training scheme, including educational materials and conducted all the training courses
- Organized shift management according to the company’s needs
- Developed and created KPI targets and motivation bonus program
- Evaluated and assessed team performance on a daily basis
- VIP customers management
- Direct participation in development, launching, and analysis of customer reward and bonus campaigns

Head of Customer Support & Retention Manager at Slotobank/SpinEmpire/Spilleren Casinos

с 03.2014 по 12.2016 (2 года 9 месяцев)
Gambling support, Киев (entertainment, gambling)

- Run customer Support Department for all 3 casinos of the organization
- Reported and worked along with the Retention Head on customer retention
- VIP accounts management and follow-up
- Assisted in headhunting for the organization
- Co-ordinated HR resources according to the organization’s needs

Head of Customer Support & Retention Manager at Win Palace Casino Group

с 09.2012 по 03.2014 (1 год 6 месяцев)
Win Palace Casino Group, Kiev (Public and business services)

•Continuous support of existing and new clients
•Client assistance via phone, live chat, and e-mail
•Investigating and solving customers' problems, handling customer complaints
•Training the new support team members
•Established the organization’s Customer Support division from scratch (July – October 2013, at the company’s Budapest premises)

Interpreter

с 10.2009 по 12.2012 (3 года 2 месяца)
Intellectual Technologies Slavutich, Kiev (NPP full-size simulators, trainings)

•Correspondence translation from English to Russian and vice versa
•Technical documentation translation
•Interpretation during meetings and conferences
•Handling phone conference calls
•Participation in EC projects

Junior Economist & Customer Support at Diamantbank

с 12.2005 по 03.2008 (2 года 3 месяца)
Diamantbank, Kiev (Banking, finance)

•Professional customer support assistance, prevention of fraudulent activities
•Continuous support of the bank clients
•Assistance with bank products and services
•Cards safety/fraud monitoring

Образование

International Christian University - Kiev

Business Management, Kiev
Неоконченное высшее, с 2003 по 2006 (2 года 9 месяцев)

Management Faculty, English language based education

Bath High School (graduation diploma)

Lansing, MI, USA
Среднее, с 2002 по 2003 (10 месяцев)

Diploma and Certificate of Honors

Дополнительное образование и сертификаты

Rivne Art School (graduation diploma)

September 1996 – June 2001

High School of Communication (Kiev), Workshop “Team and HR”

2017

Responsible Gambling, Sustainable Interaction Sweden AB

2019

Fundamentals of Project Management Alison Free Online Learning, certificate

2019

Email Marketing (HubSpot Academy)

January 2020

Знания и навыки

Знание языков

• Английский — продвинутый
• Русский — свободно
• Украинский — свободно

Дополнительная информация

•High responsibility and work capability
•Applying my knowledge and skills to achieve objectives of the company
•Team player with organizational abilities
•Experienced in business communication and work with clients
•Analytical minded and detail oriented
•Aspiration to improve and take initiatives

Recommendations available upon request.