Position: VIP Manager
Category: Support
English level: fluent
Years of experience: 2

Have a monthly 90+% customer satisfaction rating, a 100% KPI as a support agent.
At the moment, my position is a VIP Manager in the gambling industry. Please find my previous work and studying experience below.

VIP Manager
Magnetics | May 2022 - present moment 
- Retaining high-value customers and maintaining long-term relations with them by providing the highest level of proactive direct customer care via email and messengers
- Creating promos up to the player's needs
- Processing cases connected with gameplay, payment methods, bug issues, account maintenance, limits, troubleshooting, etc.; exporting transactions, reporting via Excel

Customer Success Agent
True Partners | Oct 2021 - May 2022
- Assistance to the customers and VIP clients in chats and by email with a 90%+ customer satisfaction rate
- Handling tickets; working with user reviews; managing accounts

Quality Control manager
Freelance systems  | Aug 2014 - Oct 2021
- Quality assurance of the texts at all levels of the company's work: editing and proofreading, rewriting, plagiarism check 
- Creating and conducting tests for applicants, hiring new freelancers
- Formal communication with the customers via email and admin page to solve their issues; cooperation with the support team members and coordination of their work for better results

Content manager, copywriter, interpreter
Freelance systems | Aug 2014 - 2017
- Content creation for social media platforms - Facebook, Instagram, Twitter, YouTube; Google trends analysis
- Article writing and translation & blog organization

Content manager & SMM
Paliturka Coffee & Books | Jun 2017 - March 2018
- Content creation for Instagram & Facebook, event management

Teacher of English language (A1 - B2)
Broadway English School | Aug 2012 - 2015
- Teaching English in groups and individually 
- Creation of methodological materials, presentations, reports

Educational History
Kyiv National Linguistic University
- Masters in English and Spanish Philology | 2013 - 2014
- BA in English and Spanish Philology | 2009 - 2013
No night or late shifts, no 12-hour shifts, no cold calls.