Open to opportunities

Eugene Prozak

@eugeneprozak

Message

Support Team Lead specializing in iGaming player care, automation, and WFM with strong CSAT results.

Ukraine

Message

What I'm looking for

I want a role combining player-care leadership, automation and cross-team delivery—focus on integration/Product/ops in a collaborative, growth-oriented environment.

I am a driven iGaming support specialist with almost three years of experience, promoted rapidly from Agent to Support Team Lead running 24/7 operations.

I build and run workforce management for teams of 20–50+ agents, coach shift leads, and maintain KPI dashboards while owning SLA, CSAT, FCR and AHT performance reporting to executives.

I design and deploy LiveChat and HelpDesk systems, author SOPs and FAQs, and launched chatbots and automations (Python & Zapier) that deflect 45–60% of tickets while preserving 80–90% CSAT.

I handle VIP player portfolios, AML/KYC escalations and coordinate with Payments, Risk and Product teams — seeking roles that combine player-care expertise, automation and cross-team delivery.

Experience

Work history, roles, and key accomplishments

Current

Support Team Lead

Current

NDA

Feb 2024 - Present (2 years 4 months)

Run 24/7 operation of 20–50+ agents across live-chat, email and Telegram; built 30+ SOP/FAQ documents, implemented WFM rosters and QA scoring, and present KPI trend reports to executives.

Team Leadership Workforce Management LiveChat Admin Python Zapier KPIs

VIP Support Shift Supervisor

NDA

Mar 2023 - Jan 2024 (10 months)

Promoted from Agent to VIP Support Shift Supervisor within 5 months; maintained 92% CSAT and SLA ≤10s while managing VIP portfolios worth $5k+ LTV and coordinating AML/KYC and chargeback cases with Risk & Payments.

HelpDesk+Workforce Management QA