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ABOUT ME

I am an operations and customer support specialist with experience in the iGaming industry and logistics. I have worked in fast-paced 24/7 environments, providing customer support, supervising support teams, and monitoring payment systems. I have strong experience in live chat support, technical and account issue resolution, and working with bonuses, payments, and verification processes. As an L1 Support Supervisor, I managed and supported a team of agents, monitored performance and quality, handled escalations, and cooperated with Payments, Risk, and Technical teams. I also worked as a Payments Monitoring Specialist, where I was responsible for monitoring payment systems, conversion rates, and balances, switching payment providers, and ensuring stable transaction flow. This role required quick decision-making and close cooperation with internal teams and external providers. In addition, I have experience in logistics and dispatching for the US market, including route planning, driver coordination, broker communication, and regulatory compliance. I am a responsible and detail-oriented professional, used to working under pressure, solving incidents quickly, and maintaining a high level of service quality. I am looking to continue my professional growth in Operations, Payments, Risk, or Team Lead roles within iGaming or fintech environments.

WORK EXPERIENCE

PAYMENTS MONITORING SPECIALIST (IGAMING INDUSTRY) - GR8.TECH - 31/12/2024 - 09/04/2026 - CHIŞINAU

As a Payments Monitoring Specialist with over one year of experience in the iGaming industry, I'm responsible for monitoring payment systems and ensuring smooth transaction flow across multiple platforms.

Key responsibilities:

• Constantly tracking payment system performance and conversion rates to quickly identify and react to any drops or irregularities.
• Monitoring balances of both payment providers and clients to ensure stable processing and avoid service interruptions.
• Managing payment system switches and ensuring uninterrupted operation by activating or deactivating specific systems as needed.
• Adjusting traffic volumes across payment providers to optimize efficiency and conversion rates.
• Coordinating communication between internal departments to maintain seamless payment operations.
• Collaborating with clients and payment providers in a 24/7 environment to resolve issues promptly and sustain continuous transaction flow.

This role requires strong analytical skills, quick decision-making, and the ability to work under pressure in a dynamic, fast-paced iGaming environment.

LOGISTICS & DISPATCHING SPECIALIST (US MARKET) - 03/2023 - 05/2024 – CHIŞINAU, MOLDOVA

As a Logistics & Dispatching Specialist, I'm responsible for managing and coordinating transportation operations across the US market. My role involves ensuring that every shipment is delivered on time, efficiently, and in full compliance with transportation regulations. I maintain constant communication with drivers, brokers, and clients to guarantee smooth logistics flow and quick problem-solving whenever challenges arise.

Key responsibilities:

• Planning optimal delivery routes and coordinating dispatch schedules to maximize time and cost efficiency.
• Negotiating with brokers and securing the most profitable loads while maintaining strong business relationships.
• Monitoring drivers' progress, providing real-time support, and resolving issues on the road to minimize downtime.
• Ensuring compliance with all US transportation laws, safety standards, and internal company procedures.
• Managing logistics documentation, tracking deliveries, and updating clients with accurate shipment information.
• Balancing multiple priorities, handling time-sensitive tasks, and making fast decisions in a high-pressure environment.
• Analyzing performance data to improve route planning, reduce expenses, and increase overall operational efficiency.

This position requires strong organizational, analytical, and communication skills. Working in a fast-paced logistics environment taught me how to think strategically, remain calm under pressure, and provide effective support to both drivers and clients 24/7.

L1 SUPPORT CHAT SPECIALIST (IGAMING INDUSTRY) – 1X – 01/2021 - 02/2023 – CHIŞINAU, MOLDOVA

As an L1 Support Chat Specialist, I provided real-time customer assistance and first-line support for players within an iGaming project. My responsibilities included:

• Delivering accurate information about the company's products, services, and promotions through live chat and other communication channels.
• Assisting users with technical and account-related issues, ensuring timely and effective problem resolution.
• Coordinating user requests and guiding players through the platform's features and functionalities.
• Utilizing internal administrative and technical tools (back-office systems) to perform account adjustments, verify data, and manage user-related actions.
• Collaborating and communicating with other departments (such as Payments, Risk, and Technical Support) to ensure efficient and seamless issue resolution.
• Maintaining a high level of professionalism, empathy, and attention to detail to enhance player satisfaction and loyalty.
• Following company procedures and compliance standards within a fast-paced 24/7 iGaming environment.

This role required excellent communication skills, a strong customer-oriented approach, and the ability to quickly adapt to a dynamic and technically advanced gaming platform.

L1 SUPPORT CHAT SUPERVISOR (IGAMING INDUSTRY) - 1X - CHIŞINAU, MOLDOVA

As an L1 Support Chat Supervisor, I managed a team of 12-15 customer support agents providing first-line assistance to players in the iGaming sector.

Key Responsibilities:

• Supervised daily team operations to ensure high-quality customer service and compliance with company standards.
• Monitored team performance, provided feedback, coaching, and guidance to improve both individual and overall results.
• Coordinated work across iGaming platforms and internal administrative systems (back-office tools) to efficiently resolve technical and player-related issues.
• Ensured proper use of internal systems, identifying and addressing errors promptly.
• Oversaw issue resolution, maintained clear communication, and ensured proper escalation of technical or account- related cases.
• Analyzed team performance metrics and implemented improvements to enhance efficiency and customer satisfaction.
• Managed internal communication, maintained team motivation, and fostered a positive, results-driven work environment.
• Ensured consistency, accuracy, and professionalism in all customer interactions through live chat and other support channels.

This position required strong leadership, attention to detail, and the ability to balance operational efficiency with a customer-first mindset in a dynamic 24/7 iGaming environment.

LANGUAGE SKILLS

Mother tongue(s): RUSSIAN
Other language(s):
ENGLISH
ROMANIAN
UKRAINIAN

UNDERSTANDING | SPEAKING | WRITING
Listening | Reading | Spoken production | Spoken interaction

• ENGLISH: B2 | B2 | B2 | B2 | B2
• ROMANIAN: B1 | B1 | B1 | B1 | B1
• UKRAINIAN: B1 | B1 | B1 | B1 | B1
• (Additional): A1 | A1 | A1

Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user

Language levels:

• RUSSIAN (5/5)
• ENGLISH (4/5)
• ROMANIAN (3/5)
• UKRAINIAN (1/5)

SKILLS

• CRM Systems
• Customer Communication Tools
• Logistics Software
• 1C Software
• Microsoft Office Suite
• Google Workspace
• Data Entry & Database Management
• Sales & Retail Software
• Analytical Tools
• Fast Adaptation to New Software
• Multitasking in Digital Environments

EDUCATION AND TRAINING

Chisinau, Moldova
FITNESS State University of Physical Education and Sport

Chisinau, Moldova
HIGH SCHOOL Vasil Levski Bulgarian Theoretical Lyceum

Chisinau, Moldova
GYMNASIUM Matei Basarab Theoretical Lyceum

COMMUNICATION AND INTERPERSONAL SKILLS

Soft Skills

I am good at understanding others, listening carefully, and managing emotions, which helps me communicate well with customers and team members. I have strong negotiation and problem-solving skills, allowing me to handle difficult situations professionally. I can adjust my communication style to different people and situations to make conversations clear and effective. My persuasion skills help me achieve good results in sales and discussions. I work well in a team, creating a positive and productive environment. I always focus on customer satisfaction and building good relationships. My clear and polite communication helps me interact professionally both in writing and speaking.