Head of Customer Experience

Summary Statement Dynamic and results-driven executive with over 15 years of leadership experience in top Ukrainian and European companies (manufacturing, logistics, and iGaming), managing operations within organizations of up to 45,000 employees. As a Chief Customer Support Officer in an iGaming company, launched and scaled a new 28-target business unit from scratch, including brand creation and legal entity registration. Achieved a significant increase in operator efficiency through process optimization and automation. Successfully implemented AI-powered tools, including a chat bot handling over 50% of inquiries, AI quality assurance, and AI Voice IVR. Boosted VIP and retention manager-driven deposits by 85% across supported products. Additional expertise includes: · Driving customer-centric culture transformation, resulting in a +54% increase in NPS. · International market expansion – launched business in 4 European countries. · Strong background in HR, recruitment, coaching, and communication – conducted 1000+ interviews and hired over 200 managers. · 10+ years of effective cross-functional collaboration across diverse stakeholder groups. · Solid data analysis skills using SQL for informed decision-making. · Experience working with investments of more than €40 million. Now seeking new challenges in forward-thinking iGaming companies focused on innovation, operational excellence, and customer loyalty. Professional Experience Chief Customer Support Officer NDA (Limassol, Cyprus) Oct 2024 – Sep 2025 · Led the formulation and execution of both short- and long-term growth strategies based on market trends and technological advancements, including AI and automation. · Managed overall P&L, maximizing profitability and operational efficiency across multiple projects and business units. · Established and nurtured high-value strategic partnerships with top-tier iGaming operators; negotiated and closed multi-year outsourcing contracts. · Oversaw the performance and scope of proprietary IT products (CRM, AI bots, internal communications), defining product roadmaps based on analytics. · Streamlined customer support, retention, and VIP service workflows by implementing AI-powered tools and process automation. · Recruited and mentored a strong leadership bench, fostering a culture of accountability, ownership, and continuous improvement. · Implemented KPI-driven service standards (SLA, NPS, CSAT) and led resolution of critical escalations. Achievements: · Spearheaded the development and execution of a comprehensive corporate strategy for long-term scalable growth in the global iGaming market. · Embedded AI and automation, delivering a 49% reduction in operational expenditure and improving process scalability. · Reengineered VIP and retention structures, resulting in a 75% increase in Gross Gaming Revenue (GGR) across key segments. · Introduced financial performance KPIs, enabling real-time P&L transparency and data-driven decision-making. · Led a full-scale upgrade of the proprietary CRM platform used by 300+ agents across 8 global offices, boosting support efficiency and data utilization by 27%. · Oversaw the implementation of AI bots and automated service assistants, cutting operator ticket load by 40% and reducing average resolution time from 5.4 days to 8 hours. · Transformed VIP management strategy, resulting in a 2x increase in high-value player conversion and a 25% rise in VIP satisfaction. · Restructured the executive leadership team, appointing senior leaders with full P&L responsibility for key business verticals. · Reduced staff turnover by 4 times. · Drove a 5-point increase in Net Promoter Score (NPS) by modernizing service architectures and launching agent development programs. · Achieved a 63% improvement in SLA achievement (95% standard) while scaling operational capacity to handle 100% of the volume, compared to 42% previously.

· Established, registered, and launched 4 legal entities from scratch (Germany, Lithuania, Latvia, Estonia). · Built and scaled teams of 50+ employees, including recruitment, training, and leadership development. · Designed and implemented operational and market entry models across multiple countries. · Developed and executed marketing, product, and business growth strategies. · Opened 20+ branch offices in 7 cities across Germany and the Baltics, including proprietary counter delivery services. · Negotiated and executed partnership integrations to strengthen logistics and retail presence. Achievements: · Launched a full-scale logistics business in Germany and the Baltics from zero to operational in under 2 years. · Achieved a 97% on-time delivery ratio consistently. · Exceeded financial targets: 100% of annual sales plan in Germany, 101% of 6-month plan in Baltics, with an EBITDA margin of 102–103%. · Grew customer base by 110,000+ new users across Germany and the Baltics.

· Developed and implemented the sorting system development strategy. · Established and implemented sorting center management systems. · Ensured uninterrupted operation of sorting centers with over 15,000 employees. · Managed budget compliance. Achievements: · Achieved 31% budget savings. · Increased sorting center productivity by 25%. · Reduced quality defects by 30%. · Automated sorting centers were put into operation in Dnipro, Odesa, and Kyiv (each with a capacity of over 80,000 parcels per hour). · Launched the Kotare system at all sorting centers, with an economic effect exceeding EUR 14.5 million over 6 months. · Reduced employee turnover by 2.5 times.

· Established a quality and customer service management system in a company with over 45,000 employees. · Developed and implemented a strategy for improving quality and customer service. · Implemented a customer experience improvement system through pain point analysis and enhancing the customer journey. Achievements: · Increased CSI (Customer Satisfaction Index) by 27%. · Increased NPS (Net Promoter Score) by 41%. · Reduced complaints and claims by over 5.5 times. · Reduced complaint processing time from 30 days to 50 minutes. · Established and launched an omni-channel customer inquiry processing system. · Launched an artificial intelligence-based customer inquiry processing system. · Secured ISO 9001 certification for Nova Poshta. · Reduced operational costs for the quality department by 40%. · Reduced compensation amounts for complaints and claims by 90%. · Launched a round-the-clock dispatch center for monitoring compliance with company standards. · Established a 3-tier process control system.

· Led the Continuous Improvement (CI) function at one of the largest steel plants in Eastern Europe. · Designed and implemented Lean, Kaizen, and Six Sigma initiatives to increase productivity and reduce waste. · Facilitated cross-functional workshops to identify bottlenecks and introduce best practices. · Established a KPI-based performance measurement system for operational efficiency. · Drove a culture of continuous improvement through employee training and engagement programs. Achievements: · Reduced production cycle times by 12%. · Achieved a 25% increase in OEE (Overall Equipment Effectiveness). · Implemented energy efficiency projects, resulting in annual cost savings of $90M+. · Introduced a Kaizen suggestion system, generating 500+ employee-driven ideas with a 30% implementation rate. · Reduced rework by 15% by standardizing best practices. · Built an internal team of Lean facilitators.