Summary
Overview
Work History
Education
Skills
Languages
Education
Contact
Timeline
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Alisa Maltseva

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

Languages

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

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Alisa Maltseva