Roman Kovalchuk

When I joined the company my main task were to create inhouse Customer Care, QC and VIP departments.

At the moment, the departments have been built, 25 employees have been hired and trained, processes have been defined and departments have already taken over part of the casinos from the outsource team.

Right now I'm focused on product development and in particular the customer experience.

Customer Support Department

• Increased Customer Satisfaction: Achieved a 17% increase in Customer Satisfaction Scores (CSAT)
• Efficiency Gains: Reduced average response time by 200% by optimizing workflows
• Higher Resolution Rates: Increased first contact resolution rates by 17% through targeted training and better resource allocation.
• Performance Metrics: Implemented a robust KPI tracking system, leading to data-driven decision-making and continuous performance improvements.

VIP Managers Department

• Revenue Growth: Achieved a 170% increase in revenue from VIP clients through the introduction of personalized service plans and targeted up-selling initiatives.
• Improved Retention: Boosted VIP client retention rates by 7% by enhancing the VIP experience and offering exclusive services and bonuses
• Problem Resolution: Decreased VIP complaint resolution time through streamlined escalation processes and dedicated account management.

Outbound Call Centre Department

• Revenue Increase: Boosted outbound sales revenue by 80% through the development and implementation of targeted call campaigns and strategic sales techniques.
• Lead Conversion: Improved lead conversion rates by 40% by training agents in advanced sales methodologies and utilizing data-driven lead scoring.
• Campaign Success: Achieved a 25% higher success rate for outbound marketing campaigns by analyzing previous campaign data and refining targeting criteria.
• Agent Performance: Enhanced agent performance up to 200% through regular training sessions focused on product knowledge, communication skills, and sales techniques.

Customer Support

• Team Building: Successfully recruited, trained, and developed a high-performing Customer Support team from scratch, consisting of 40 members.
• Process Implementation: Designed and implemented comprehensive support processes and workflows
• Quality Assurance: Introduced quality assurance methodologies and regular performance reviews, leading to improve in customer satisfaction scores (CSAT).
• Technical Solutions: Integrated advanced ticketing and CRM systems to streamline operations and enhance customer interaction tracking.
• Knowledge Base: Developed an extensive knowledge base and self-service portal
• Dedicated Support: Set up a dedicated support team, providing 24/7 premium assistance and significantly enhancing the VIP customer experience.

VIP Services

• Team Building and Training: Recruited and trained a dedicated VIP services team, ensuring they had a deep understanding of VIP client needs and service excellence.
• VIP Segmentation: Introduced and defined VIP segmentation criteria, enabling the team to provide tailored services and offers based on client value and behavior.
• VIP Program Launch: Successfully created and launched a comprehensive VIP program, featuring exclusive rewards, personalized offers, and special events to enhance client loyalty and satisfaction.
• Relationship Management: Built strong, lasting relationships with VIP clients, fostering loyalty and increasing overall client lifetime value.

VIP Managers Team

• Shift to Outbound Focus: Successfully transitioned VIP management from primarily handling inbound queries to proactive outbound engagement, increasing proactive interactions by 70% within the first year.
• Performance-Driven Culture: Introduced performance metrics tied to outcomes, fostering a results-oriented mindset among team members and enhancing accountability.
• Active VIP Player Base Expansion: Grew the active VIP player base by 370%, leveraging proactive outreach and tailored retention strategies.
• Segmented Service Strategy: Introduced a refined VIP segmentation strategy, ensuring tailored service delivery and optimizing promotional efforts.

Risk and Fraud Management

• Fraud Detection Improvement: Enhanced existing fraud detection processes by integrating Covery as automatic Fraud detection tool.
• Risk Management Strategies: Developed and implemented comprehensive risk management strategies, decreasing financial losses from fraudulent activities by 30%.
• Team Training and Development: Established continuous training programs for the Risk and Fraud team, improving their ability to identify and mitigate risks quickly and efficiently.
• Cross-Departmental Collaboration: Fostered strong collaboration between the Risk and Fraud team and other departments, enhancing the overall security posture and improving response times to fraud-related issues.

Quality Control

• Team Formation: Built a team of 7 quality assurance specialists from scratch.
• Training Programs: Developed training programs, leading to a 45% increase in evaluation accuracy.
• Quality Standards: Established standardized guidelines for evaluating emails, calls, and chats.
• Evaluation Implementation: Implemented evaluation processes, achieving a 40% improvement in interaction quality.
• Monitoring Tools: Integrated advanced monitoring tools for systematic reviews.
• Performance Metrics: Set KPIs, resulting in a reduction in error rates.
• Feedback Mechanisms: Introduced feedback loops, boosting agent performance by 250%.
• Continuous Improvement: Regularly refined processes, contributing to a 20% increase in operational efficiency.
• Customer Satisfaction: Increased overall customer satisfaction scores (CSAT) by 27%.

Team Expansion and Development Revenue Growth Process Optimization Client Engagement and Satisfaction

• Team Growth: Expanded the VIP team from 1 to 20 members, successfully managing recruitment, training, and onboarding processes.
• Professional Development: Implemented comprehensive training programs and continuous professional development, resulting in multiple improvement in team performance and expertise.
• Profit Increase: Achieved a 270% increase in revenue from VIP clients through targeted engagement and personalized service strategies.
• High Retention Rates: Maintained an exceptionally high retention rate up to 95% for VIP players, fostering strong loyalty and long-term engagement.
• Effective Processes: Developed and optimized post-training processes, ensuring ongoing skill enhancement and adaptation to new strategies, resulting in a 30% increase in overall team efficiency.
• Performance Metrics: Established robust performance metrics and regular evaluations, leading to a 140% boost in individual and team productivity.
• Personalized Service: Implemented tailored service plans and exclusive rewards, significantly enhancing VIP client satisfaction and loyalty.
• Feedback Integration: Introduced systematic feedback loops with VIP clients, enabling continuous improvement and a 10% increase in client satisfaction scores.