Open to opportunities

Dario Jam

@dariojam

Message

I deliver iGaming payments support, KYC/AML compliance, and process-driven customer solutions.

Armenia

Message

What I'm looking for

I’m looking for a fast-paced iGaming/payments environment where I can own KYC/AML-aware customer support and payments operations, maintain SLA compliance, and continuously improve workflows—while mentoring teams to raise quality and resolution speed.

I’m a Customer Support and Financial Operations professional with 4+ years of experience in high-volume iGaming and payments environments. I combine operational discipline with a process-oriented mindset rooted in a Software Engineering background, handling everything from payment-related support and billing inquiries to customer escalations and live operations workflows.

In my most recent role as an Operations & Financial Support Specialist (2025–2026, On-site — Yerevan), I managed transaction review, reconciliation, reporting, and internal documentation with high accuracy. I also supported payment handling and compliance, worked closely with operations and support teams to resolve workflow bottlenecks, and improved issue resolution speed by streamlining follow-up processes and reducing case backlog.

Previously, I served as a Customer Support Agent & Trainer (2023–2025, On-site — Yerevan), managing multi-channel support across multiple time zones while maintaining fast response times, service quality, and SLA compliance. I trained and onboarded new agents, resolved billing/account/payment escalations with a focus on first-contact resolution, and supported quality monitoring; earlier, as a Support Team Supervisor & Trainer (2022, Remote), I coached a team of 8 agents, improved shift efficiency during high-volume periods, and strengthened escalation handling through consistent coaching and performance feedback.

Experience

Work history, roles, and key accomplishments

Current

Freelance Music Producer & Instructor

Current

Self-Employed

Jan 2014 - Present (12 years 5 months)

Delivered end-to-end music production and audio content projects for commercial clients and content creators across multiple genres. Managed client relationships and provided instruction to support ongoing creative needs.

Music Production Audio Content Audio Editing Instructing Cross Genre Production Independent work

Operations & Financial Specialist

iGaming & Payments Platform

Jan 2025 - Jan 2026 (1 year)

Managed financial operations including transaction review, reconciliation, reporting, and internal documentation with high accuracy. Handled payment-related support and escalations and improved issue resolution speed by streamlining follow-up processes and reducing the team backlog.

Financial Reconciliations Financial Transactions Review Payment Support Escalation Handling Reporting SLA Management Process Improvement Compliance Documentation

Customer Support Agent & Trainer

iGaming & Payments Platform

Jan 2023 - Jan 2025 (2 years)

Ran multi-channel customer support across multiple time zones while maintaining fast responses and consistent service quality. Trained and onboarded new agents and resolved billing, account, and payment escalations with focus on first-contact resolution.

Customer Support Live Chat Support Escalation Handling Billing Support Onboarding Quality Assurance CRM Management SLA Management

Customer Support & Financial Agent

iGaming & Payments Platform

Jan 2022 - Jan 2023 (1 year)

Provided combined customer support and financial operations, including payment handling, account reconciliation, and escalation triage. Supported KYC verification and AML-related transaction screening while improving record accuracy and workflow efficiency.

Account Reconciliation KYC AML Escalation Management Case Documentation Workflow Optimization Record keeping

Customer Support & Player Operations

iGaming & Payments Platform

Jan 2021 - Jan 2022 (1 year)

Handled 80+ daily customer interactions via live chat and tickets while maintaining SLA compliance. Resolved payment, account, technical, and verification issues and coordinated player scheduling and shift operations for online backgammon and poker games.

Live Chat Support Ticketing SLA Payment Support Account Support

Support Team Supervisor & Trainer

iGaming & Payments Platform

Jan 2022 - Present (4 years 5 months)

Supervised and coached a team of 8 support agents in a fast-paced operational environment. Led structured onboarding and training, maintained service quality through monitoring and feedback, and ensured timely resolution of complex escalations.

Team Leadership Onboarding Escalations Quality Assurance