Eugene Prozak
@eugeneprozak
Support Team Lead specializing in iGaming player care, automation, and WFM with strong CSAT results.
What I'm looking for
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
Support Team Lead
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.
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.
Education
Degrees, certifications, and relevant coursework
National Transport University
Bachelor of Science, Computer Science
2020 - 2024
Professional Junior Bachelor in Computer Science completed from 09/2020 to 06/2024.
Availability
Location
Authorized to work in
Job categories
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