Sergiy Shvedov

Successfully built a VIP department from the ground up by developing a structured framework for high-value player management. Designed and implemented efficient workflows, optimized operational processes for improved efficiency, and created tailored retention strategies to enhance player engagement and maximize lifetime value.

Responsible for a high-performance department with 3 streams (VIP CRM, VIP Support, VIP Account Management)

Overseeing Relationship Management, Customer Satisfaction, Strategy, Account Growth, Project Management, Maintaining & Exceeding KPI Target, Leadership, Data Analytics, VIP CRM Campaigns.

- Built a support team from scratch.

- Set up processes for the support department and created regulations

- Controlling high support service level and SLA reports.

- Solving customers' issues.

- Controlling KPI level of the support department