Gabriel Slavchev
Customer Support Agent
Sofia
Summary
Dynamic customer support professional with a proven track record at Playtech Managed Services, excelling in complaint handling and customer service excellence. Skilled in problem-solving and adept at managing multiple inquiries, I consistently deliver high-quality support while fostering positive client relationships. Committed to enhancing user experiences and ensuring compliance with industry standards.
Overview
8
8
years of professional experience
1
1
Language
Work History
Customer Support Agent
Playtech Managed Services
03.2025 - Current
- Provide timely and professional support to players across multiple online casino brands via live chat, email, and other communication channels.
- Assist customers with account-related queries, including registration, login issues, password resets, and account verification (KYC).
- Handle inquiries regarding deposits, withdrawals, and payment methods, ensuring accuracy and compliance with internal policies.
- Explain promotions, bonuses, and loyalty programs clearly to players, while ensuring terms and conditions are communicated effectively.
- Resolve technical issues related to website navigation, gameplay, or mobile access by guiding customers through troubleshooting steps.
- Maintain a positive and empathetic attitude when dealing with customer complaints, escalating complex cases to higher support tiers if necessary.
- Multitask efficiently between multiple chat sessions, emails, and brand platforms without compromising quality of service.
- Follow responsible gaming procedures, identifying and escalating cases involving problem gambling or suspicious activity.
Online Casino Blackjack Dealer
Pragmatic Play
09.2022 - 02.2025
- Host and operate live-streamed blackjack games, ensuring a professional, engaging, and entertaining experience for players.
- Deal cards, manage bets, and oversee gameplay in accordance with casino rules and regulatory requirements.
- Interact with players via live chat, delivering a friendly, welcoming, and professional atmosphere.
- Monitor player activity during sessions to ensure fair play and compliance with responsible gaming guidelines.
- Accurately manage chips, payouts, and side bets, maintaining transparency and efficiency throughout each game.
Technical Support Agent
Sixty K
02.2022 - 05.2022
- Provided technical support to customers, troubleshooting issues related to products and services.
- Assisted in telemarketing activities, promoting and selling products to potential and existing customers.
- Delivered clear guidance and step-by-step solutions for technical queries via phone and digital channels.
- Handled escalated cases, ensuring timely resolution and excellent customer satisfaction.
Sales Consultant
Kenvelo
04.2021 - 11.2021
- Delivered engaging sales presentations to showcase products and promotions to customers.
- Conducted needs analysis to understand customer requirements and recommend tailored solutions.
- Provided clear and professional client communication, ensuring a positive shopping experience.
- Offered customer education on product features, benefits, and usage to maximize satisfaction.
- Assisted in merchandising and product displays to enhance visibility and sales opportunities.
Insurance Consultant
Bulstrad Insurance Group
07.2017 - 03.2019
- Conducted client consultations to assess individual needs and provide tailored insurance advice.
- Maintained in-depth product knowledge across a wide range of insurance offerings.
- Developed customized insurance solutions to meet client requirements and ensure adequate coverage.
- Managed and nurtured long-term client relationships, ensuring high levels of trust and satisfaction.
- Explained policy terms, coverage, and exclusions clearly to help clients make informed decisions.
- Supported clients through the application, renewal, and claims processes, ensuring smooth experiences.
Education
High School Diploma -
Prof. Pancho Vladigerov” National School of Music And Stage
Burgas 04.2001 -
Skills
Complaint handling
Customer service excellence
Shipping and receiving
Inbound call answering
Report generation
Teamwork
Problem-solving
Timeline
Customer Support Agent
Playtech Managed Services
03.2025 - Current
Online Casino Blackjack Dealer
Pragmatic Play
09.2022 - 02.2025
Technical Support Agent
Sixty K
02.2022 - 05.2022
Sales Consultant
Kenvelo
04.2021 - 11.2021
Insurance Consultant
Bulstrad Insurance Group
07.2017 - 03.2019
High School Diploma -
Prof. Pancho Vladigerov” National School of Music And Stage
04.2001 -
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