Position: Head of Customer Support
Category: Support
English level: fluent
Years of experience: 7

Team leadership, mentoring, and full support of your product(s)
Great communication and problem-solving skills
Ability to plan and delegate tasks properly and motivate my team
Excellent working knowledge of gaming back offices, MS Office applications, software, production tools, and products related to the casino online & gaming industries

Extensive knowledge of key support metrics that are essential for the business; KPI measurement and improvement

Basic knowledge of Html5, CSS, SQL, WEB technologies

Strong familiarity with the gambling/gaming industry and blockchain technologies including crypto-trading
Perfect time management; analytics, and logic, attention to details
Training & onboarding of new employees, interviewing, etc
QA boards; FAQ pages; Scorecards;  
Proper understanding of ticketing tools and CRM systems (Zendesk, Live Agent, Magento, etc.)
KYC verification; Risk management
Building strategy according to your business requirements
Analyzing your customers' journey map
Addressing Responsible Gameplay issues
Overseeing the shift management of the team
VIP / TECH support quality/productivity analysis and improvement
Handling, and organizing Moderation activities for your product
CS SUPERVISOR
Product madness & big fish games (social style casino gaming)  | November 2020 - present

Team management, building CS Teams from scratch
Full Support of various projects, handling 80000+ tickets per month
KPIs control (SLA; FCR; FRT; CSAT),  etc.
QA; Schedule organization; External&Internal KB creation; Promo offers organization; Training/Onboarding; Coaching; Reporting;  RG compliance etc.
Risk & Fraud analysis; KYC; Moderation; Legal&BBB complaints research; Strategy implementation.
The key person conducting communication with the other departments and taking appropriate actions in a timely manner.
Interviewing, recruiting
Performance analysis/implementation of productivity & quality measures
Responsible for the Moderation department
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VIP SUPPORT / KYC SPECIALIST
Company under NDA (Online casino)  |  AUGUST 2019 - November 2020

Live chat & Email support;
Tech issue investigation/escalations Bonus issuing;
KYC & Documents review;
Risk & Fraud management;
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BOOKING SUPPORT AGENT
WEBHELP & NORWEGIAN AIRLINES   |  May 2019 - Aug 2019

Full phone support for various flight irregularities (delayed, canceled flights, overbooking, technical issues, rebooking, ticket changes, refund options, special assistance claims, etc.)
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REAL ESTATE AGENT
"YOUR HOME"   |  Jul 2018 - Feb 2019

Selling, leasing apartments
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SALES CONSULTANT
City Mall   |  Feb 2018 - Jun 2018
I am an upscale, highly motivated customer support supervisor with 7+ years of experience, successfully supporting 10+ projects during my career and managing teams of more than 50 employees, maintaining key metrics on a top level. Detail-oriented and passionate about customer care, and ready to lead my department to new goals, providing leadership and exceptional CS service in compliance with the company's visions, mission, and values. I am a flexible, stress-resistant person with great leadership and communication skills. Seeking a full-time position as a Head of Customer Support, where I can apply my knowledge and skills for continuous improvement.