Executed functional, regression, and smoke tests for a high-level casino site; documented results in TestRail; tracked 10–15 bug tickets monthly; collaborated with teams via ClickUp, Slack, Monday.com, and Notion to prioritize patches; resolved 110+ Monday.com tasks and contributed to sprint velocity improvements.

Customer Service Agent at Condor Gaming / Pinkman

October 1, 2021 - March 1, 2022

Provided live-chat and email support to six flagship casinos; handled ~60+ tickets and 200+ chats daily; maintained 95% CSAT through effective triage and collaboration with product/QA; managed VIP concerns and resolved escalated issues.

Customer Service Agent at Condor Gaming / Pinkman

March 1, 2022 - March 1, 2023

Delivered live-chat and email support on the Gem Bet platform; resolved 150–220 chats per day related to game bugs, site, and account troubles; fixed escalated technical issues; maintained 96% CSAT with tailored service and timely follow-up; handled VIP/high-value players.

Agent in customer service at Condor Gaming / Pinkman

October 2, 2021 - March 2, 2022

Offered live-chat and email support on the Gem Bet platform, resolving 150–220 chats/day of game bugs, site issues, and account troubles. Fixed and escalated technical issues. Managed VIP and high-value player concerns, settled complaints, and maintained a 96% CSAT through tailored service and timely follow-up.

Agent in customer service at Ludicrum

March 2, 2022 - March 2, 2023

Provided live-chat and email support to six flagship casinos (B-Bets, Casino Sieger, Rembrandt Casino, Lucky Bull, 24 Battle, Big 5 Casino), averaging 60+ tickets/day closed and 200+ chats. Maintained 95% CSAT through proper triage of escalated issues and collaboration with product and QA teams.