Role as a Customer Support Manager: Managed live chat support operations through Freshdesk, offering real-time assistance and resolving inquiries promptly. Provided live feedback on sports bets, referred customers to the correct bet result, explained the bet coefficient, and created Jira tickets or forwarded requests on the portal. Answered questions about casino games, explained how each game works, guided on making bets on different casino games, checked bet results, and created Jira tickets or forwarded requests on the portal. Utilized the company's CRM to deliver personalized responses and tailored solutions, increasing customer satisfaction and retention. Oversaw KYC verification processes, ensuring compliance with regulatory requirements and safeguarding client data integrity. Facilitated document signing processes using HelloSign, streamlining procedures and improving efficiency in client interactions. Provided administrative support in organizational tasks, contributing to the smooth functioning of daily operations.Role as a Quality Analysis (QA) Team Leader:Distributed tasks among team members.Checked the daily and weekly tasks of the team's work.Analyzed the team's performance to maximize profit. Prepared weekly schedules for the team based on their abilities and the manager's guidance. Conducted weekly meetings based on mistakes and appeals raised by different teams. Catered to rules and regulations based on the situation and resolved problems as they arose. Created Google Sheets with all possible formulas and Google Docs with detailed explanations of tasks and work processes. Created all documentation on Atlassian with detailed explanations of tasks and work processes. Organized meetings with higher authorities in the company, provided feedback on each situation, and managed the responsibilities of all managers under my supervision.

Confirmation of online registration for exhibitions.Working with both cold calls (calls to potential customers who are not expecting your call) and hot calls (calls to leads who have expressed interest in your product/service).Looking for and establishing partnerships with different companies .Maintaining necessary statistics of successful leads.

Employee Relations and Engagement: Enhanced employee satisfaction and retention through engagement programs and conflict resolution. Performance Management: Implemented performance management systems, boosting productivity and fostering a culture of continuous improvement. Training and Development: Organized training programs, increasing employee skill proficiency. Compliance and Policy Implementation: Ensured legal compliance by developing and enforcing company policies and conducting regular audits.

• Verifying KYC (Know Your Customer) Documents: Ensuring the authenticity and compliance of client identification documents to meet regulatory standards and company policies.
• Handling Live Chat Support via Freshdesk: Managing real-time customer inquiries and providing prompt, accurate solutions through the Freshdesk platform.
• Providing Customer Support via Inbound Calls and Emails: Addressing customer queries and issues efficiently through phone calls and email correspondence, ensuring a high level of customer satisfaction.
• Creating Documents for Online Signatures Using HelloSign: Preparing and managing digital documents for electronic signatures, streamlining the signing process and ensuring secure transactions.
• Assisting with Organizational Matters: Supporting various administrative and organizational tasks to enhance overall team efficiency and effectiveness.