spinhireSenior Customer Support Agent
A proposito dello specialista
I am a Senior Customer Support Agent with over 6 years of experience, specializing in the iGaming industry. I excel at providing high-touch support to VIP players, resolving complex technical and financial escalations, and managing high-volume interactions across multiple channels while consistently meeting service KPIs. I have a strong background in responsible gambling interventions and cross-functional collaboration with product, technical, and payment teams. My experience also includes casino dealing and front desk representative roles in the cruise industry, where I managed financial transactions, ensured game integrity, and provided exceptional guest services. I am seeking a challenging role where I can leverage my expertise in customer support, problem-solving, and team mentorship to contribute to a dynamic iGaming environment.
Competenze
Esperienza lavorativa
Delivered dedicated support to VIP players, resolving account issues and tailoring promotional allocations to support retention and satisfaction; Resolved complex technical and financial escalations, including payout disputes and KYC issues.
2018†2020 · Casino Dealer · Carnival Cruise Lines Corporation — Conducted various casino games, maintaining accurate payouts and following company procedures; Monitored table activity, enforced betting compliance, and reported suspicious behavior.
2015†2018 · Guest Services / Purser Front Desk Representative · Carnival Cruise Lines Corporation — Set up and maintained passenger onboard spending accounts, linked credit cards, and processed cash payments; Investigated and corrected account discrepancies or unauthorized charges by checking receipts and coordinating with shipboard departments.
Istruzione
2024–2026 · Master’s Degree in Law · Kyiv International University 2007–2011 · Bachelor’s Degree — Financial Law · National University of State Tax Service of Ukraine 2018–2018 · Casino Dealer Training Course — American Roulette and Blackjack · Casino Logistics Croupier Training Center, Klaipėda, Lithuania
Lingue
Ukrainian native, English Upper-Intermediate, Russian additional language