Ivan Grigorenco
Tiraspol,Moldova
Summary
Dedicated professional with proactive approach and strong leadership qualities. Proficient in team management and problem-solving, combined with excellent communication and organisational skills. Ready to drive operational success and enhance team performance. Offering strong leadership and problem-solving abilities, combined with effective communication and team collaboration skills. Knowledgeable about managing daily operations and ensuring smooth workflow. Ready to use and develop organisational, multitasking, and customer service skills in TL/Head role.
Overview
4
4
years of professional experience
Work history
Shift Manager (Operations)
iGaming Company (NDA)
2023.01 - Current
Support Team Management
Led customer support shifts of up to 50 agents, ensuring uninterrupted 24/7 service operations.
Maintained 95%+ SLA compliance and achieved KPI targets by monitoring team performance and service quality.
Improved customer support quality across live chat, email, and internal systems through regular performance reviews, coaching, and feedback.
Resolved complex and escalated customer cases, reducing resolution time and improving customer satisfaction.
Oversaw KYC verification, account closures, and customer request processing, ensuring full compliance with internal policies and procedures.
Service & Operations Management
Coordinated cross-functional collaboration between Support, Payments, Risk, CRM, Affiliate, KYC, QA, and Technical teams to ensure efficient resolution of operational issues.
Managed complex cross-departmental incidents, reducing average resolution time by approximately 20%.
Monitored operational stability of company websites and customer-facing services, proactively identifying and escalating critical issues.
Verified performance of payment systems, bonus mechanics, and game providers, minimizing impact of technical issues on customers.
Collaborated with external partners on customer service and operational matters.
Prepared operational reports, initiated process improvements, and ensured compliance with internal policies and company procedures.
Skills
- Jira / Confluence / CRM Systems / Slack / Google Workspace / Microsoft Office (Excel, Word, PowerPoint) / LiveChat / Telegram
Languages
English
Intermediate (B1)
Russian
Native
Timeline
Shift Manager (Operations)
iGaming Company (NDA)
2023.01 - Current