Alisa Maltseva
Riga
Summary
A dedicated and ambitious young professional, deeply committed to delivering exceptional support and service to customers. With a passion for and extensive experience in the iGaming industry, I bring a proven track record of strong interpersonal and communication skills. Known for my unwavering work ethic, I excel in managing complex tasks and am proficient in utilizing a wide array of tools to achieve efficiency and excellence. My focus remains on consistently exceeding expectations while fostering positive relationships in all professional endeavors.
Overview
6
6
years of professional experience
4032
4032
years of post-secondary education
8
8
Languages
Work History
Recruiter Specialist
Melody Ltd
02.2023 - Current
- Source and attract candidates through various channels.
- Write and post job descriptions.
- Screen resumes and conduct initial interviews.
- Collaborate with hiring managers to define needs.
- Schedule and coordinate interviews.
- Manage candidate relationships and provide updates.
- Negotiate job offers and facilitate onboarding.
- Track recruitment metrics and maintain ATS records.
- Represent the company at hiring events.
- Stay updated on hiring trends and best practices.
VIP Manager
WKND
11.2022 - 03.2023
- Assist to VIP players via emails, whatsupp, telegram
- Provide personalized service and support to VIP clients
- Adding bonuses and special promotions
- Work with Crypto and Fiat currency
- Working with following programs: JIRA, CRM, Zendesk, Confluence
- Understand and anticipate the needs of VIP clients
- Coordinate with internal teams to ensure client needs are met
- Monitor client satisfaction and take proactive steps to improve it
- Prepare and present reports on client activity and satisfaction
- Develop and implement strategies to retain and grow the VIP client base
- Collaborate with marketing and sales teams to enhance client engagement
- Provide feedback to management on client needs and preferences
- Create daily reports
- Maintain own data base in excel
- Create Risk Profile about each VIP player, to understand them better
- Work with CRM in order to create special promotions/tournaments
- Create a list with special gifts/merch for VIP players
- Provide special bonuses and weekly cashback
Customer Service Specialist
Enlabs
01.2020 - 10.2022
- Assist players via emails/chats (zendesk, live chat, intercom)
- Provide services to players in English/Russian/Spanish/Swedish
- Create Jira tickets and resolve the first technical issues with games
- Working with AML and High/Medium Risk players
- Working with VIP team, observing VIP players, and converting ghost players into VIP
- Check and approve Fiat/ Crypto payments
- Helping with the procedure of the payments
- Checking KYC
IT support agent
Evry
09.2018 - 12.2019
- Providing IT customer support in Swedish language
- Ensure high level customer satisfaction and interact daily with colleagues, clients, technicians
- Provide first line support to customers in Nordics via phone, ticketing systems and other tools
- Troubleshoot problems and offer solutions by using internal knowledge base
- Continuously maintain and develop one's work-related knowledge
- Improve, update knowledge database and work with ticket backlog when the need arises
Education
BA - Hispanic Studies and Portuguese
Queen Mary University of London
A-levels -
John Leggott college
Skills
Technical Support
Communication SkillsAdvertising CampaignsBusiness PartnershipsSales PromotionStrategic ManagementBusiness DevelopmentCustomer Account ManagementEvent ManagementEmployee RetentionNetworking SkillsJIRALiveChatRisk AnalysisBrochure DesignSocial MediaKnowledge of HospitalityTeachingCoordination SkillsCultural ActivitiesAdobe PhotoshopMicrosoft PowerPointPresentationsMicrosoft OfficeMicrosoft WordTourismTravel IndustryNutrition and DieteticsPerforming ArtsKnowledge of SociologyMicrosoft ExcelTeam ManagementLaboratory Information Management SystemsAttention to DetailCreativityInterpersonal SkillsManagement of StressProblem SolvingPunctualityTeam WorkingLanguages
5,C1,5,C1,4,B2,3,B1
Education
London
Contact
Riga
Timeline
Recruiter Specialist
Melody Ltd
02.2023 - Current
VIP Manager
WKND
11.2022 - 03.2023
Customer Service Specialist
Enlabs
01.2020 - 10.2022
IT support agent
Evry
09.2018 - 12.2019
BA - Hispanic Studies and Portuguese
Queen Mary University of London
A-levels -
John Leggott college