Provided dedicated support for a fintech application in the Indian market, handling user inquiries and transaction-related issues. Performed routine verification and monitoring of financial transactions, ensuring system security and compliance. Gained expertise in the specifics of digital payments and user expectations within the Indian financial sector.

Delivered end-to-end customer support for an iGaming affiliate network, specializing in user onboarding (registration) and enhancing the player experience. Actively participated in the creation and A/B testing of promotional campaigns, which increased player engagement and conversion rates for partner casinos. Spearheaded content localization initiatives for the Brazilian (PT-BR) audience, adapting marketing copy and user interfaces to resonate with local cultural nuances. Collaborated with marketing and content teams to ensure campaign effectiveness and a seamless user journey for a specific geographic target.

Delivered L1/L2 technical support, ensuring effective resolution of client issues.
Line 1 Support Responsibilities: Investigated and resolved incoming client tickets related to lead distribution system errors and access problems. Assisted users with troubleshooting and navigation within their personal accounts. Documented recurring issues and contributed to the knowledge base.
Line 2 Support Responsibilities: Addressed escalated and complex technical issues that required deeper analysis. Performed data modifications, updates, and corrections directly in the database using back-office tools. Monitored systems for potential data inconsistencies and performed root cause analysis. Collaborated with development team to resolve bugs.

Resolved a wide range of client issues and provided product expertise, ensuring a high level of customer satisfaction. Authored and maintained key support materials (FAQ, blog posts), empowering users and reducing support load. Assisted in the development and launch of marketing campaigns to promote platform products. Supported the international expansion by localizing web content and performing manual bug testing to maintain site quality.

Provided customer support on payments, bonuses, and game functionality. Manually tested and reported game bugs.

Oversaw the customer journey from order placement and payment to consultation to precise assignment for writers.

Increased average order value by identifying and promoting relevant additional services to clients.

Handled post-delivery escalations, coordinating with QA and refund teams to resolve quality issues and protect client relationships.

Acted as a key link between customers and the execution team, ensuring accurate briefs and smooth service delivery.

Customer Support & Quality Assurance Specialist

Excelled in a dynamic outsourcing environment, rapidly advancing from Customer Support Representative to Quality Manager across two major international projects.

Project 1: Leading Chinese E-commerce Marketplace | (about a year) Pioneered the launch and development of the new English-speaking support department after a successful month in the Russian-speaking team.

Resolved a high volume of complex customer issues related to global shipping, payments, and product quality for the international marketplace.

Managed and enhanced the company's online reputation by drafting and publishing official responses to customer reviews on Google Play and the App Store.

Project 2: iGaming Operator (Multiple Casino Websites) | (more than 2 years)

As Senior Support Agent: Provided expert-level support via Zoho CRM on payments, bonuses, and game functionality. Manually tested and reported game bugs, streamlining the bug-reporting process for the tech team. Performed thorough customer identity verification.

Key Achievement: Single-handedly designed, systematized, and implemented the unified bonus and responsible gambling system across all company websites, significantly improving operational consistency and player safety.

Promoted to Quality Manager:

Developed and enforced quality standards for the support team, conducting performance reviews and coaching sessions.

Built the KPI framework from the ground up to monitor team productivity, customer satisfaction, and adherence to protocols.

Monitored the database of gambling-addicted players to ensure strict compliance with responsible gaming policies.