At an international iGaming operator, I built custom Jira and Confluence workflows for technical and product incidents, raising cross-departmental task velocity by 25%. I ran escalations between Support, Dev, Risk/Payments, and Product, with 98%+ SLA compliance on critical production bugs.
I mentored and onboarded support hires, reviewed agent cases, and covered for the supervisor or team lead. My work also included video KYC interviews, anti-fraud ticket reviews, and manual account and withdrawal verification.
At Esports Arena Network, I ran facility operations, handled P&L reporting and operational budgets, and managed the HR cycle for 10+ staff. Earlier, as Assistant Director / Site Coordinator at Event Agency, I coordinated logistics and live operations for filming and event locations.
