Position: Head of Support & VIP / Casino operations manager (iGaming)
Category: Support
English level: fluent
Years of experience: 10

Employee of the year twice; 
Employee of the quarter - once; 
I have built, maintained and developed customer support and VIP teams from scratch (iGaming and Gaming)
Successfully managed and onboarded B2B partners (iGaming projects)
Increased CSAT scores by 30% within 3 months.
Increased overall efficiency of support and VIP teams. 
Improved key KPIs: 
Support: first response time from 3 minutes to 30 seconds, average response time from 120+ seconds to 40 seconds, First contact resolution from 15% to 30%; 
VIP - increased retention rate, NGR and LTV of the assigned data base (exact figures were changing month by month, but overall % significantly increased within a quarter)

Additionally consulted iGaming startups on early stages: found and signed payment and casino providers (including compliance and KYC processes, negotiating fees, etc), assisted in hiring key employees, set up of operational processes within the company, set up initial retention strategy, loyalty program).
Looking for Head of Support/VIP or Head of Operations roles (gambling).

My experience: 
Industry: iGaming 
Experience: 7 years in iGaming
Jurisdictions experience: MGA, Curaçao, UKGC, Local African licenses.
Verticals: online casino, sports betting
GEOs: CIS, Europe, UK, LATAM, India, Africa
Previous roles: customer support agent, shift manager, customer support & operations team leader, Head of Support, Head of VIP, Chief Customer Operations Officer, Head of Operations. 
Teams: managed teams from 6 to 90 employees (direct management).
What I can do: quickly adapt to any gaming platform, CRM and operational software. Set up CS / VIP team from ground up or come and evaluate existing teams and improve processes (team, trainings, protocols, help desk customisation, improving KPIs) . Review and set department targets. Work with VIP data base: proper segmentation, team training and evaluation, reporting. Participate in creating and implementing retention strategy.

Have understanding and can cooperate with: marketing team (CRM, affiliate, SEO, retention, email marketing, community management, product team, designers), anti fraud, payment and risk teams (KYC/CDD, EDD checks, anti fraud measures and account analysis, identifying issues with payments success rates and suggesting ides on its improvement), casino management (have experience communicating with game providers and integrators, supervising game portfolio and game positioning, negotiating discounts with game providers, assisting in organizing tournaments). 

Software: Jira, Confluence, Asana, Clickup, Slack, Microsoft Office, Miro, Figma, Zendesk, Freshdesk, Optimove, Fasttrack, Softswiss

Languages: 
English - C1 
Ukrainian - Native 
Russian - Bilingual 
Spanish - A2
Looking for Head of Support/VIP or Head of Operations roles (gambling).