RBRuslan Bakhtiyaruly
@ruslanbakhtiyaruly
Customer support and VIP manager specializing in iGaming and Fintech, driving player retention and LTV growth.
KazakhstanWhat I'm looking for
I am a customer support professional with over two years of experience in iGaming and Fintech, focusing on VIP client servicing, KYC basics, and lifecycle segmentation. I have a proven track record reactivating inactive accounts and improving player loyalty through personalized communication.
In my roles I built response templates and checklists, collaborated with CRM, KYC, antifraud and product teams, and led a small support team—reducing handling time and repeat inquiries while increasing client satisfaction. I contributed to offer testing and reactivated over 120 accounts, helping raise average deposits and lifetime value.
I learn new tools quickly and take on extra responsibility, participating in onboarding and training new hires and recommending UX and communication improvements to prevent recurring issues.
Experience
Work history, roles, and key accomplishments
Customer Support
NDA-Remote
Aug 2024 - Present (1 year 5 months)
Handle player inquiries, resolve disputes and technical incidents while collaborating with CRM, KYC and antifraud teams; implemented response templates that reduced repeat inquiries by 20% and improved player loyalty through proactive reactivation.
VIP Manager
NDA-Remote
May 2023 - Dec 2024 (1 year 7 months)
Managed VIP player portfolios, reactivated 120+ inactive accounts with personalized offers and increased average deposits by 18% while handling escalations with antifraud, KYC and L2 teams.
Customer Support Supervisor
Freedom Finance Global PLC
Dec 2022 - May 2023 (5 months)
Managed a team of 5 support specialists, introduced templates and checklists that reduced handling time by 25%, and raised client satisfaction from 82% to 91% through knowledge base improvements and training.
Education
Degrees, certifications, and relevant coursework
University of International Business (UIB), Almaty
Bachelor's degree, Finance, Economics & Banking
2019 - 2022
Bachelor's degree in Finance, Economics & Banking completed at the University of International Business in Almaty from September 2019 to May 2022.
Availability
Location
KazakhstanAuthorized to work in
Social media
Job categories
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