Резюме: Payment Operations Specialist | PSP Communication | Transaction Monitoring | Customer Support & Quality Control (Львів)

Досвід роботи

<p>I am a Customer Support and Payment Operations professional with over six years of experience in high-load environments, including iGaming, telecommunications, and payment-related products.<br /><br />I started my career in customer service and gradually progressed into mentoring, quality control, and payment operations. <br />This background allows me to understand both the customer side of the product and the operational processes behind complex payment cases.<br /><br />My experience includes live chat, email, ticket-based support, messengers, and social media communication. <br />I have handled account access, technical issues, billing, KYC, deposits, withdrawals, payment verification, and complex escalations requiring coordination with internal teams and external payment providers.<br /><br />In Payment Operations, I worked with transaction monitoring, failed and delayed payment investigations, PSP communication, payment method availability, routing cascades, VIP payment cases, and operational reporting.<br /><br />I also have experience in onboarding and mentoring employees, reviewing communication and operational decisions, maintaining quality reports, creating internal instructions, and identifying opportunities for process improvement.<br />My key strengths are attention to detail, structured problem-solving, calm communication under pressure, and the ability to take ownership of complex cases.<br /><br />I am currently open to fully remote opportunities in Payment Operations, Payment Support, Customer Support, Quality Control, or related operational roles. <br />I am particularly interested in positions focused on chat, email, payment processes, and cross-team coordination.<br /><br /><br /><br /></p>
<p><strong>Work Experience<br /><br /></strong></p>
<p><strong>Payment Operations Specialist</strong></p>
<p><strong>Adopy | Full-time | Remote</strong><br />
<strong>May 2026 — July 2026</strong></p>
<p>• Investigated failed, pending, delayed, and missing deposits and coordinated their resolution with payment providers.<br />
• Communicated with PSP support teams, followed up on open cases, and provided status updates to internal stakeholders.<br />
• Monitored payment method availability and escalated technical and operational incidents.<br />
• Supported Account Managers and VIP teams with complex payment cases, payment status clarification, and alternative payment options.<br />
• Configured individual payment routing cascades when standard methods were unavailable or unsuitable.<br />
• Conducted manual transaction investigations and coordinated resolutions between providers and internal departments.<br />
• Maintained accurate case records and ensured proper follow-up and shift handover.<br /></p>
<p><strong>Quality Payment Control Specialist</strong></p>
<p><strong>NDA — iGaming Company | Full-time | Remote</strong><br />
<strong>August 2025 — February 2026</strong></p>
<p>• Reviewed employee handling of payment-related cases, including decision accuracy, communication quality, response time, status updates, and compliance with internal procedures.<br />
• Monitored communication with PSPs and internal teams and identified operational errors and improvement opportunities.<br />
• Maintained quality reports, KPI records, employee evaluations, and structured feedback.<br />
• Escalated critical issues and recurring mistakes to department management.<br />
• Contributed to the development of internal instructions, checklists, knowledge materials, and Quality Control processes.<br />
• Supported employee development through individual and group feedback sessions.<br /></p>
<p><strong>Payment Provider Manager</strong></p>
<p><strong>NDA — iGaming Company | Full-time | Remote</strong><br />
<strong>June 2025 — August 2025</strong></p>
<p>• Monitored deposit conversion, payment method availability, transaction statuses, and payout channels across several projects.<br />
• Investigated missing, delayed, unsuccessful, and incorrectly processed payment transactions.<br />
• Communicated with payment providers regarding operational incidents, transaction cases, limits, and payment method performance.<br />
• Tested payment methods, identified errors, and coordinated alternative solutions when methods became unstable.<br />
• Managed payment method priorities, limits, availability, and routing cascades according to operational needs.<br />
• Worked with Customer Support, VIP Support, anti-fraud, finance, and technical teams to resolve payment-related issues<br /></p>
<p><strong>Account Manager</strong></p>
<p><strong>NDA — iGaming Company | Full-time | Remote</strong><br />
<strong>July 2024 — May 2025</strong></p>
<p>• Provided real-time customer support through live chat and email.<br />
• Handled account, product, technical, verification, deposit, and withdrawal-related requests.<br />
• Investigated payment cases and coordinated their resolution with internal departments.<br />
• Escalated complex technical, KYC, anti-fraud, and payment issues and followed them through to resolution.<br />
• Explained service rules, verification requirements, payment procedures, and account restrictions.<br />
• Maintained accurate case information and worked according to internal procedures and SLA requirements.</p>
<p><strong>Account Manager Intern</strong></p>
<p><strong>NDA — iGaming Company | Internship | Remote</strong><br />
<strong>May 2024 — July 2024</strong></p>
<p>• Completed structured onboarding and practical training in customer communication, product processes, payment-related requests, internal systems, and escalation procedures.<br />
• Assisted with customer cases under supervision and learned internal service quality and communication standards.</p>
<p><strong><br /></strong></p>
<p><strong>Account Manager</strong></p>
<p><strong>NDA — International iGaming Project | Full-time | Remote</strong><br />
<strong>September 2023 — May 2024</strong></p>
<p>• Provided customer support through live chat and email in a high-load iGaming environment.<br />
• Handled account, gameplay, bonus, deposit, withdrawal, KYC, and technical requests.<br />
• Investigated customer issues and escalated complex payment, verification, anti-fraud, and technical cases.<br />
• Explained service rules and requirements in a clear and customer-focused manner.<br />
• Followed up on escalations, maintained accurate case records, and worked according to internal procedures and SLA standards.<br />
• Coordinated with internal teams to ensure timely resolution of customer issues.</p>
<p><strong><br />Customer Support Mentor</strong></p>
<p><strong>Parimatch Tech | Full-time</strong><br />
<strong>August 2020 — February 2023</strong></p>
<p>• Onboarded and mentored new Customer Support employees, helping them understand internal procedures, communication standards, and product processes.<br />
• Monitored the progress and performance of trainees and junior specialists.<br />
• Provided structured feedback and prepared training and performance reports.<br />
• Created internal instructions, visual guides, and customer-facing materials.<br />
• Supported knowledge sharing and helped new employees adapt to a high-load working environment.<br />
• Continued handling customer requests through messengers and social media when operational support was required.</p>
<p><strong>Social Media Customer Support Specialist</strong></p>
<p><strong>Parimatch Tech | Full-time</strong><br />
<strong>August 2019 — August 2020</strong></p>
<p>• Supported customers through Instagram, Facebook, Telegram, WhatsApp, and Viber.<br />
• Handled account, product, payment, promotional, verification, and technical requests.<br />
• Monitored customer feedback on social media and external forums.<br />
• Identified recurring issues and communicated relevant insights to internal teams.<br />
• Maintained professional public communication and helped prevent the escalation of negative customer experiences.</p>
<p><strong>Customer Support Specialist</strong></p>
<p><strong>Parimatch Tech | Full-time | Hybrid</strong><br />
<strong>August 2018 — August 2019</strong></p>
<p>• Provided customer support through live chat, email, incoming calls, and outgoing calls.<br />
• Assisted customers with account access, product usage, payments, verification, bonuses, promotions, and technical issues.<br />
• Investigated customer requests and escalated unresolved cases to the relevant departments.<br />
• Maintained accurate customer information and followed internal procedures and service standards.<br />
• Worked in a high-volume environment while maintaining response quality and professional communication.</p>
<p><strong><br />Customer Support Specialist</strong></p>
<p><strong>Vodafone | Full-time | On-site, Lviv, Ukraine</strong><br />
<strong>July 2017 — April 2018</strong></p>
<p>• Provided customer support through incoming calls.<br />
• Assisted customers with tariffs, mobile services, billing, account settings, and technical issues.<br />
• Diagnosed service problems and guided customers through basic troubleshooting.<br />
• Resolved financial and billing-related requests and escalated complex cases to the relevant departments.<br />
• Worked in a high-volume environment while maintaining communication quality and response accuracy.</p>
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