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Olga Yermak

@olgayermak1

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VIP Manager at Pelkino who built its VIP function from scratch and manages 100+ VIP players.

Georgia

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At Pelkino, I joined as the first and sole VIP Manager and built the VIP function from scratch. I now manage a portfolio of 100+ VIP players and authored the VIP Strategy Action Plan and a targeted Reactivation Strategy.

I established VIP communication principles compliant with US legislation, defined bonus allocation rules, and created a VIP birthday gift program. I also drafted the VIP Knowledge Base and VIP-facing website page, and built onboarding materials for future VIP specialists.

At N1 Partners and CrocusApps LLC, I onboarded high-value players, developed retention strategies, and created VIP resources. Earlier, I supported applications and client operations at Productive Playhouse, LYTE, Leveris, AppXite, and SpurIT, including platform integrations, reporting, and technical troubleshooting.

Experience

Work history, roles, and key accomplishments

Current

VIP Manager

Current

Pelkino

Apr 2026 - Present (6 months)

Built the entire VIP function from scratch as the first and sole VIP Manager, onboarding and managing a portfolio of 100+ VIP players. Authored VIP strategy and reactivation plans, established communication principles, and created the VIP knowledge base and website page.

VIP Management Retention Strategy Reactivation Strategy Knowledge Base Creation Compliance Allocation Following Communication Guidelines

VIP Account Manager

N1 Partners

Oct 2024 - Mar 2026 (1 year 5 months)

Onboarded high-value players with personalized welcome kits and live Q&A sessions, developed retention strategies, and provided dedicated VIP support via Intercom and WhatsApp. Led and coached a team of VIP account managers.

VIP Onboarding Retention Strategy Intercom WhatsApp Team Leadership Coaching Data Analysis

VIP Account Manager

CrocusApps LLC

Jan 2024 - Sep 2024 (8 months)

Onboarded VIP customers with personalized welcome kits and live Q&A sessions, built long-lasting relationships through regular check-ins, and created reports to drive decision-making. Designed retention strategies and issued targeted bonuses to increase engagement.

VIP Onboarding Relationship Management Reporting Retention Strategy Bonus Management Data Analysis

Application Support Specialist / Transcriber

Productive Playhouse

Nov 2022 - Jan 2024 (1 year 2 months)

Performed audio transcription, proofreading, and editing of transcripts. Provided technical support including troubleshooting, installation, configuration, and maintenance of applications, plus demos and reporting.

Transcription Proofreading Technical Support Troubleshooting Installation Configuration Maintenance Reporting

Client Services Operations Analyst

LYTE

Aug 2021 - Aug 2022 (1 year)

Provided operational support for client accounts and assisted with platform launches. Built and maintained integrations with partner systems, generated reports in Looker, Excel, and Mixpanel, and supported marketing campaigns.

client support Platform Rollouts Integration Looker Excel Mixpanel Reporting Marketing Support

Application Support Specialist / Service Manager

Leveris

Jan 2020 - Jul 2021 (1 year 6 months)

Provided technical and non-technical client support, onboarded new customers using KYC & AML checks, and developed application performance and SLA reporting. Managed incident and problem management processes.

Technical Support client support KYC AML SLA Reporting Incident Management Problem Management