Operations & Project Manager

Managed project delivery and client operations for up to 10 B2B iGaming SaaS accounts. Owned scope, priorities, timelines, launch criteria, stakeholder alignment, risks, escalations, and post-launch optimization. Launched new clients from contract to production in 15–21 days and led approximately 10 end-to-end helpdesk integrations using LiveChat, HelpDesk, and Chatwoot.

Translated client and business requirements into delivery plans, Jira tasks, and deliverables for cross-functional development, QA, and content teams. Coordinated up to 20 specialists, allocated work, monitored execution, conducted onboarding and 1:1s, maintained process documentation, and prepared KPI reports.

Delivered AI automation initiatives across support, payments, QA, chatbot, and call-center workflows. Built an AI-powered chatbot that automatically resolved over 70% of support tickets and implemented AI-assisted support-conversation QA that raised QA check quality to 95%. Designed Jira and Jira Service Management automations for ticket routing, status synchronization, SLA monitoring, client onboarding, and delivery dashboards.

Managed the full B2B sales cycle with iGaming operators, including lead qualification, discovery calls, product demonstrations, proposals, negotiation, closing, and handover into onboarding and delivery.

Resolved customer technical issues through live chat and ticketing in a high-volume support environment while maintaining service quality.

Escalated product defects to development teams, documented recurring issues, and contributed to troubleshooting processes, knowledge sharing, and support operations.

Handled player queries through social media and chat channels and provided customer support for a mobile gaming product.

Reported bugs and user feedback to developers and supported content operations to improve the player experience.

Master's studies in Data Science.

Bachelor's degree in Intelligent Computer Control Systems.