Dmitrii Khankin

Led a team of 15+ support professionals, scaling the team from 4 to 15+ and building support operations from scratch. Reduced VIP customer churn by 16%, deployed AI agents automating up to 60% of tickets, and improved CSAT from 84% to 93%.

Built dedicated communication channels for VIP users and drove the exploration and integration of emerging AI services. Scaled personalized VIP services, driving an 11% increase in average check for high-spending players.

Led a team of 15+ support agents, managing daily task distribution and ensuring the team consistently hit business goals. Maintained a healthy team culture, reduced staff turnover by nearly 1.5x, and kept SLA at a consistent 98%.

Built the Quality Assurance and Customer Communication Improvement department from scratch, hiring and onboarding a team of 10+ QA specialists. Drove a 12% increase in Customer Satisfaction, bringing it up to a peak of 91%.

Handled player inquiries for mobile games, collected and escalated bug reports, and worked closely with the development team. Systematized player feedback to identify recurring pain points and resolved up to 80% of issues on first contact.

Provided support to the bank's customers and collaborated with cross-functional teams to resolve complex issues. Managed user verification and gained deep expertise in fintech KYC procedures, specializing in de-escalating high-tension situations.

Bachelor of Business Informatics degree from Moscow Polytechnic University from 2014 to 2018.