# Илья User

Илья User is a remote worker on Himalayas, Payment Support / Reconciliation Specialist at TrustRDP, based in Belarus.

Source: https://himalayas.app/@user542

```text
I improve AI support quality and resolve complex payment and customer issues in iGaming.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Belarus |
| Authorized to work in | Belarus |
| Salary expectations | 30k+ USD |
| Job categories | AI QA Support Specialist, Customer Support Specialist, Payments Support Specialist, QA Specialist |
| Skills | AI Agent Evaluation, Conversation Analysis, error detection, Prompt Engineering, Knowledge Base Management, Case Categorization, Escalation Management, Customer Support, Inquiries Handling, CSAT Improvement, Conflict Resolution, Feedback Analysis, Incident Escalation, High Risk Processing, Payment Reconciliation, Affiliate Management, Media Buying, B2B Sales, Contract Negotiation, Objection Handling, Customer Retention, CRM Systems, Microsoft Office, Google Workspace, Reporting, Analytics, Messaging Platforms, Slack, Facebook Ads, TikTokAds, Russian, English |

## What I'm looking for

```text
I'm looking for a remote iGaming QAAI Support Specialist role where I can evaluate AI support quality, improve prompts and knowledge bases, analyze customer interactions, and help raise CSAT.
```

## About

```text
I'm currently managing payment reconciliation and complex client issues at TrustRDP, monitoring high-risk transaction flows, investigating failures and suspicious activity, and using customer feedback to improve CSAT.

Previously, I evaluated an LLM-based support assistant across 500+ real dialogues, identified hallucinations and broken scenarios, refined prompts and knowledge-base content, and shared Accuracy and CSAT insights with Support, Product, and development teams.
```

## Experience

### Payment Support / Reconciliation Specialist (current)

TrustRDP. Jan 2026 - Present

```text
Managed end-to-end control of incoming and outgoing payments in the high-risk gambling sector, monitored transaction flows, and analyzed user complaints to recommend process improvements. Prepared daily and weekly financial reports and escalated critical cases to management.
```

Skills: Payment-Reconciliation, High-Risk-Processing, Transaction-Monitoring, Financial-Reporting, Customer-Support, CSAT-Improvement, Escalation-Management

### Affiliate Manager → Team Lead Media Buyer

Syndicate Group. Jun 2025 - Mar 2026

```text
Started as Affiliate Manager managing partner lifecycle, then promoted to Team Lead Media Buyer leading a team and controlling KPIs. Developed and executed advertising strategies for iGaming products on Facebook and TikTok, managing budgets of $20,000+ per month.
```

Skills: Affiliate-Management, Media-Buying, Team-Leadership, KPI-Management, Facebook-Ads, TikTokAds, Budget-Management, Campaign-Analysis, Partner-Onboarding, Postbacks

### AI Support QA

iGaming Product Team. Sep 2025 - Dec 2025

```text
Participated in the pilot launch of an LLM-based AI-assistant for customer support, conducting manual quality evaluation of AI responses across 500+ real dialogues. Identified systemic errors, fine-tuned prompts, and prepared weekly reports on Accuracy and CSAT metrics.
```

Skills: AI-Agent-Evaluation, Conversation-Analysis, error-detection, Prompt-Engineering, Knowledge-Base-Management, Case-Categorization, Escalation-Management, CSAT-Metrics, Reporting

### Sales Specialist

Coca-Cola Belarus. Nov 2024 - Mar 2025

```text
Developed and implemented customized offers to attract and retain corporate and retail clients in Minsk. Conducted negotiations, finalized contracts, and analyzed customer needs to refine sales approaches.
```

Skills: B2B-Sales, Contract-Negotiation, Customer-Retention, Offer-Creation, Customer-Needs-Analysis, Sales-Reporting

### Sales Manager

Moskovsky. Jul 2023 - Oct 2024

```text
Developed and executed sales strategies in the Adult and iGaming verticals, conducted negotiations, and finalized contracts with key clients. Analyzed customer objections and structured typical queries to develop communication scripts and FAQs.
```

Skills: Sales-Strategy, B2B-Sales, Contract-Negotiation, Objection-Handling, Scripted-Communication, FAQ-Development, Sales-Reporting, Financial-Analysis

## Education

### Belarusian State University

Faculty, Internet Marketing. 2020 - 2023

```text
Pursued studies in Internet Marketing at Belarusian State University from 2020 to 2023.
```

### Minsk College of Entrepreneurship

Specialty, Accounting. 2018 - 2020

```text
Studied Accounting at Minsk College of Entrepreneurship from 2018 to 2020.
```

## Tech stack

- Facebook Ads
- Slack
- Google Workspace

To contact Илья, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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