Open to opportunities

Danila Pulinets

@danilapulinets

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Customer support operations specialist improving payment workflows and customer experience.

Italy

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What I'm looking for

I’m looking for a role where I can own support operations and customer experience—using KPIs, documentation, and cross-team collaboration to improve payments workflows, speed up resolutions, and continuously optimize processes in a fast-paced environment.

I’m a Customer Experience & Team Operations Specialist focused on improving support operations, especially around payments, transactions, account access, and platform issues. In remote support roles, I manage complex client cases and ensure smooth escalation handling.

I work cross-functionally with finance, risk, and technical teams to resolve operational incidents efficiently. I monitor support workflows and internal KPIs to find bottlenecks, document recurring issues, and maintain internal knowledge resources.

Earlier, I delivered payments customer support by assisting users with deposits and withdrawals, investigating failed or delayed transactions through internal tools and third-party payment systems, and communicating clearly and timely with stakeholders.

I also bring hands-on people leadership from managing a contemporary art bookstore—hiring, onboarding, training, and coordinating daily operations—plus digital strategy and social media management to improve engagement and sales. I’m currently strengthening my technical foundation through Digital Humanities studies and courses including “HTML and CSS in depth” and “Python for Everybody.”

Experience

Work history, roles, and key accomplishments

Support Operations Coordinator

Stable Games Ltd

Jul 2024 - Aug 2025 (1 year 1 month)

Coordinated day-to-day support operations, handling complex client cases related to payments, transactions, account access, and platform issues. Monitored support workflows and KPIs, documented recurring issues, and worked with finance, risk, and technical teams to improve escalation handling and resolution efficiency.

Support Operations Payments Support Account Access Escalation Handling Incident resolution KPIs Workflow Optimization

Customer Support Specialist

Pin-Up Global

Nov 2023 - Jun 2024 (7 months)

Provided customer support in the payments department, assisting users with deposit and withdrawal issues, payment methods, and transaction status updates. Processed payment requests, troubleshooting failed or delayed transactions and escalating technical or financial discrepancies in coordination with risk, finance, and technical teams.

Customer Support Payments Support Deposit & Withdrawal Transaction Status Updates Finance Coordination

Manager

The Garage Museum of Contemporary Art Bookstore

Feb 2022 - Oct 2023 (1 year 8 months)

Managed a bookstore specializing in contemporary art literature, advising and selling titles to support museum-aligned customer interests. Led team operations and social media to increase audience engagement and sales, and supported museum events through curated book displays and promotions.

Retail Sales Customer Advisory Team Management Training Social Media Management Digital Strategy Operational Coordination event support Curated Promotions Customer Engagement

International Student Coordinator

Saint Petersburg Institute of Culture

Jan 2021 - Dec 2022 (1 year 11 months)

Provided guidance and support to international students, assisting with academic, administrative, and cultural adaptation. Coordinated with university offices, organized records to track recurring issues, and helped improve student integration.

Administrative Support Cultural Adaptation Record keeping Issue Tracking

Education

Degrees, certifications, and relevant coursework

Ca' Foscari University of Venice

Master’s Degree in Digital Humanities, Digital Humanities

2024 -

Grade: GPA: 27/30

Pursuing a Master’s Degree in Digital Humanities at Ca' Foscari University of Venice (Sep 2024–Nov 2026). Coursework covers coding/database technology, data management and legal issues, web and UX design, information visualization, data science, social media analytics, and project management; awarded a government tuition fee waiver for academic excellence.

Babeș-Bolyai University

Blended Intensive Programme, Equity and Inclusive Practices

2026 - 2026

Participated in a Blended Intensive Programme at Babeș-Bolyai University (Feb 2026–Mar 2026). Training focused on promoting equity and inclusive practices, supporting multiculturalism and social diversity, and developing intercultural communication skills.

Saint-Petersburg State University of Culture and Arts

Bachelor’s Degree in Culturology, Culturology

2020 - 2024

Grade: GPA: 4,5/5

Completed a Bachelor’s Degree in Culturology at Saint-Petersburg State University of Culture and Arts (Sep 2020–2024). Thesis focused on the digital and visual representation of cultural heritage, with coursework including information technology, data and text analysis, communication and PR, and applied analytical methods; received a government tuition fee waiver for academic excellence.