Jevgenijs Zavjalovs
Glasgow,United Kingdom
Summary
Customer Support professional with expertise in troubleshooting, problem-solving, and data analytics. Proven track record in process improvement and product knowledge, facilitating effective team collaboration and training development. Focused on enhancing customer experiences through adaptability and flexibility.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work history
Lead Generation
VeryConnect
Glasgow
01.2025 - 08.2025
- Facilitated CRM software adoption across multiple membership organisations.
- Developed contact tracking and lead nurturing tools to optimise operational efficiency.
- Generated verified client lists, consistently achieving LinkedIn outreach targets.
- Delivered weekly reports that improved lead quality and conversion readiness.
Tier 3, Escalated Player Support
PTW UK Ltd.
Glasgow
02.2022 - 10.2024
- Diagnosed and resolved complex technical issues in the final stages of contact, ensuring comprehensive follow-up.
- Collaborated cross-functionally to improve procedures and ensure seamless customer experience, consistently achieving customer satisfaction scores of 85-95%.
- Authored knowledge base articles and training materials for internal and external use.
- Designed and conducted 2.5-hour training sessions for over 120 employees that led to a 15% improvement in customer satisfaction and gradually increased first-contact resolution.
Tier 2, Player Support
PTW UK Ltd.
Glasgow
09.2020 - 02.2022
- Delivered mentorship and personalised support to Tier 1 agents through dedicated communication channels.
- Monitored attendance to maintain uninterrupted service and adherence to client policies; ensured effective communication within the team.
- Successfully delivered on tasks within tight deadlines.
Tier 1, Player Support
PTW UK Ltd.
Glasgow
10.2019 - 09.2020
- Provided bilingual player support in English and Russian through chat, email and outbound calls.
- Managed technical inquiries, account issues, purchases, in-game issues and bug reports for multiple global online game projects.
Education
A-Levels - Secondary Education
Riga's High school 95
Riga 09.1999 - 05.2011
Skills
- Troubleshooting and problem-solving
- Data analytics and reporting
- Process improvement strategies
- Adaptability and flexibility
- Product knowledge
- Team collaboration
- Training development and delivery
- Employee onboarding
Languages
English
Fluent
Russian
Native
Latvian
Upper intermediate
Certification
Scotland's Mental Health First Aid Course Certificate
References
References available upon request.
Timeline
Lead Generation
VeryConnect
01.2025 - 08.2025
Tier 3, Escalated Player Support
PTW UK Ltd.
02.2022 - 10.2024
Tier 2, Player Support
PTW UK Ltd.
09.2020 - 02.2022
Tier 1, Player Support
PTW UK Ltd.
10.2019 - 09.2020
A-Levels - Secondary Education
Riga's High school 95
09.1999 - 05.2011
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