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Summary

  • Experienced VIP Account Manager with over 5 years of expertise in customer relationship management, client retention, and operational support.
  • Fluent in English (Advanced B2) with a background in intercultural communications.
  • Proven ability to maintain long-term client relationships and enhance customer satisfaction through tailored solutions and proactive communication.
  • Recognized as a top-performing manager for 6+ months, and promoted to Senior VIP Manager.
  • Consistently achieve high customer satisfaction—by the end of 2024, 100 out of 120 VIP clients rated my service as outstanding.

Years of Experience

5 years

Residence

Minsk, Belarus

Graduation Year

2022

Age

25

Title

Project Manager

Marital Status

Not specified

Birth Date

Not specified

Graduated From

Minsk State Linguistic University

Nationality

Belarusian

Work Experience

NDA

Project Manager

August 2025 - Now

  • Managed high-value player segments with a structured, retention-focused approach to maximize engagement and continuity
  • Analyzed Big Winners’ behavior, activity patterns, and value, preparing detailed performance and revenue-related reports to inform decision-making
  • Coordinated cross-functional teams (VIP, payments, risk, compliance) to ensure a seamless customer journey and timely resolution of high-impact cases
  • Monitored managers’ performance in handling high-value players, assessing communication quality, operational efficiency, and outcomes
  • Evaluated managers against KPIs related to performance, conversion, and retention, providing actionable insights and feedback for improvement
  • Identified opportunities to optimize processes and player engagement strategies to support revenue growth and strengthen loyalty

NDA

VIP ACCOUNT MANAGER

November 2023 - August 2025

  • Provide high-level support to VIPs via chat, phone, and email, managing a portfolio of over 190 active clients per month
  • Informed users about current promotions, offers, and gaming products, resulting in a 76% increase in VIP player engagement.
  • Escalated technical queries to relevant departments with a 95% resolution rate within the first 24 hours
  • Analyzed VIP client data to enhance engagement and retention, achieving a 95% reactivated players monthly.
  • Monitored customer behavior, addressed complaints, and implemented strategies that improved player satisfaction and brand loyalty.
  • Maintained an active vs. inactive client ratio of 90:10, ensuring high retention rates.

Betera

CASINO OPERATIONS SPECIALIST

October 2022 - October 2023

  • Managed daily casino operations and ensured smooth platform functionality.
  • Analyzed gaming metrics and proposed optimization strategies.
  • Contributed to UX improvement projects, leading to a 7% decrease in customer complaints.
  • Collaborated with providers and internal teams to resolve technical and business-related issues.
  • Handled an average of 180 support tickets per day with an average resolution time of 1 hour.

Support Desk Technologies

VIP ACCOUNT MANAGER

March 2022 - September 2022

  • Handled an average of 150 chats per day, assisting customers with inquiries and technical issues.
  • Simultaneously managed incoming calls and made outgoing calls to resolve complex cases.
  • Monitored and responded to 50+ emails per day, ensuring timely customer support.
  • Troubleshot technical issues, resolving over 85% of cases independently and escalating the rest to the appropriate departments.
  • Calculated and credited 100+ bonuses daily, ensuring accuracy and adherence to promotional terms.

Support Desk Technologies

SHIFT LEAD

November 2021 - March 2022

  • Supervised a team of 10+ support agents, ensuring smooth workflow and efficient issue resolution.
  • Monitored team performance, maintaining an average first-response time of under 30 seconds in chat and a 95%+ resolution rate for first-contact issues.
  • Conducted daily briefings and provided ongoing training to improve agent performance and knowledge.
  • Managed shift schedules and workload distribution to optimize efficiency.
  • Analyzed key performance metrics and implemented improvements that led to a 10% reduction in customer complaints.

Support Desk Technologies

TECHNICAL SUPPORT AGENT

July 2021 - October 2022

Skills

  • Customer Retention and Engagement

    Sales and Upselling Strategies

    Strong communication and Negotiation

    Data analysis and CRM systems

    Problem Solving, Conflict Resolution

    HelpDesk, Confluence, Trello, Jira, Google Docs

Education

Minsk State Linguistic University

Intercultural Communications - Bachelor's Degree

2017 - 2022

Languages

Language

English: 

Advanced B2

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