Abdi Botan User

At Insystem, I resolved gaming clients’ queries about transactions, betting markets, promocodes, and bonuses through calls, chats, and email.

I handled customer support according to set rules and procedures, collaborated with colleagues on technical issues, and managed client data in CRM systems including Adminka, Suphelper, Reddy, and Jira.

After moving into the Contact centre Supervisor role at Insystem, I worked with a team of 12 operators in Moscow. I reviewed weekly metrics and discussed team performance, including quality, speed, and discipline.

I created and adjusted schedules, assisted operators with difficult questions, and onboarded new employees with additional training and development discussions. I also completed e-learning courses in the supervisor role, contact centre metrics, problem analysis, task setting, feedback, employee motivation, and task monitoring.