Account Manager/Client Success Manager

Georgian Aviation University

High School Diploma

186 Public School

iGaming Customer Support / VIP Relationship Manager at SOFTSWISS

- Present

* Provide support for player accounts, payments, veri cation, and gameplay inquiries in a high- volume iGaming environment. * Use CRM and ticketing systems to resolve player issues ef ciently and within SLA timeframes. * Ensure compliance with responsible gaming and regulatory procedures (PG, Semi-PG, veri cation processes). * Assist players with troubleshooting, bonus and promotion eligibility checks, game-related questions, and account issues. * Collaborate with technical and operational teams on escalations to ensure accurate and timely resolutions. * Provide priority assistance to high-value players when needed, ensuring a smooth and personalized experience. * Maintain detailed documentation of all cases and resolutions to support knowledge sharing. * Perform risk checks, fraud reviews, and account integrity assessments to support platform security. * Contribute to internal process improvements and updates to the knowledge base.

Senior Customer Support Specialist at Spectrum Inc

* Managed high-volume inbound and outbound customer calls while maintaining a professional and supportive approach. * Assisted customers with account updates, service changes, billing questions, and troubleshooting, ensuring clear resolution or follow-up. fifififi * Used multiple CRM and internal systems to update records, track service requests, and support, account management. * Processed orders, plan adjustments, returns, and service changes accurately and promptly. * Took ownership of cases, providing callbacks and follow-up communication to maintain transparency and trust. * Maintained detailed logs and documentation to support reporting, audits, and quality assurance.

Customer Support Specialist at DSPRO (USA)

* Responded promptly to customer inquiries and service requests, ensuring a positive experience. * Handled urgent issues with clear communication and quick resolution. * Coordinated with eld staff and internal teams to provide timely updates to customers. * Maintained accurate records in Powerdispatch CRM to track service requests and status. * Ensured organized data entry for ef cient information retrieval and reporting. * Provided proactive follow-ups to ensure customer satisfaction and issue resolution.

General Sales Floor Manager at Shaw Academy

* Oversaw daily call center operations and supported a team of customer service and sales agents. * Conducted coaching, performance feedback, and training sessions to improve communication and results. * Managed schedules, workloads, and performance dashboards to ensure strong operational performance. * Created a positive and motivating work environment built around teamwork and performance recognition. * Collaborated with QA, Training, and management teams to re ne processes, scripts, and service standards. * Supported company sales goals by enhancing pitch strategies, customer communication, and retention efforts.