Summary
Overview
Work History
Education
Skills
Timeline
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Pavel Pankov

Communication Coordinator
Goose Creek,SC

Summary

Savvy expert experienced in troubleshooting SLOT and Table Games issues and Highly proficient in communicating across B2B partners and vendors to keep the best company experience for the customer. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Hobby Background: Played football professionally in Russia Premier League, received multiple international awards for being the MVP of the tournaments, played football in Estonian League receiving good and excellent feedback from FIFA qualified coaches.

Overview

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Incident Coordinator

Bombay Group (Yolo Group)
Tallinn/Sliema, Estonia/Malta, N/A
03.2022 - 10.2023
  • Assisted in development of system security protocols, JIRA confluence and ticketing, working closely with development team and project management team to have on-time response to the issues arising.
  • Worked on setting up the correct configuration for SLOT games for Onetouch studio.
  • Collaborated with vendors to locate issues that arose during the production stage and resolve advanced problems. (Over 100 Skype chats and Salesforce).
  • Created user accounts and assigned permissions.
  • Maintained servers and systems to keep networks fully operational during peak periods. Created alert panels via Grafana software and tracked any potential spikes that could cause issues.
  • Monitored system performance to identify potential issues.
  • Offered assistance in implementing and developing training programs.
  • Worked closely with Studio Operations Team to eliminate any issues that would arise during the working hours, so that all partners would not experience any issues with operating casino tables.
  • Created custom configurations for various vendors and provided timely support if any changes were required.
  • Worked closely with Hub88, Stake, Bet365, 1xbet and other major operators and suppliers to eliminate any problems that would cause negative experience.
  • Served as the first main communication point for incidents and escalations, operated via OpsGenie.
  • Possession of Grafana Query Language.
  • Provided coordination and documentation of all incidents affecting our business, customers, or employees.
  • Took ownership of issues and actively work on preventing them from escalating into incidents.

Accounting Intern

Yolo Group
Tallinn, Estonia, N/A
11.2021 - 02.2022
  • Analyzed account information and reconciled financial discrepancies to maintain records integrity and compliance.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Pitched in to help manager with special projects.
  • Prepaid expenses (draft check, periodising run, check with balance sheet)
  • Made sure all necessary invoices are added to the accounting software ( Xero, Balanced.io)
  • Worked on Crypto Hard wallets statements reconciliations together with Head of Crypto
  • Assisted other team members in preparing periodic and ad hoc financial reports if needed.
  • Learned and possessed the knowledge of Microsoft Office to the advance level.
  • Reconciled balance sheet figures in Xero Software and sought assistance to reduce errors.

Game Presenter

Bombay Group (Yolo Group)
Tallinn, Estonia, N/A
08.2020 - 09.2021
  • Engaged with audience members on different topics, explained the rules and demonstrated the ownership in the process.
  • Researched topics for comment and discussion.
  • Operated studio equipment and produced show advertisements (Tesla Event)
  • Hosted Live games for the players such as Baccarat, Roulette, Blackjack, Andar Bahar, Dragon Tiger. Completed Successful training for Omaha and Texas Holdem Poker for land based casino
  • Never failed to demonstrate the discipline and serious attitude, delivering the punctuality and excitement for all team members
  • Participated in promoting and filming for TikTok studio productions, explanatory videos for Youtube and initial trainings for new comers
  • Developed strong organizational and communication skills through coursework and volunteer activities (Acting Course)

Customer Experience Coordinator

Majorel OU
Tallinn, Estonia, N/A
01.2020 - 04.2020
  • Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs.
  • Looked up orders, provided estimated arrival details and assisted with delivery logistics.
  • Helped customers understand return policies and processed items.
  • Created successful promotions such as giveaways and membership drives.
  • Always centered the customer as the "center of the universe" to provide the best experience possible
  • Consistently delivered team goals and nullified any possible conflicts arising
  • Operated with TED system working closely with Accosting Team to confirm the monetary issues and resolve issues for the customer

Activity Staff Leader

Samiad
London, England, N/A
07.2018 - 08.2018
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Delivered regular team meetings for aligned work towards common goals.
  • Coordinated team collaboration to share ideas and build best practices.
  • Acted as a role model for the camp visitors
  • Supported initiatives, devised and implemented processes into daily activities

Activity Staff Leader

Latvian Summer School
Sigulda, N/A
06.2018 - 07.2018
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Led employee relations through effective communication, coaching, training, and development.
  • Provided Staff employees with education sessions in English and professional football
  • Maintained regular 1to1 sessions with kids to gain the objective and on time response and feedback on how to improve the service
  • Facilitated meetings to communicate team performance goals and results.

Education

Bachelor of Arts - Accounting And Finance

Tallinn University of Technology
Tallinn, Estonia
09.2019 - 07.2022

Skills

Customer service expert

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Timeline

Incident Coordinator

Bombay Group (Yolo Group)
03.2022 - 10.2023

Accounting Intern

Yolo Group
11.2021 - 02.2022

Game Presenter

Bombay Group (Yolo Group)
08.2020 - 09.2021

Customer Experience Coordinator

Majorel OU
01.2020 - 04.2020

Bachelor of Arts - Accounting And Finance

Tallinn University of Technology
09.2019 - 07.2022

Activity Staff Leader

Samiad
07.2018 - 08.2018

Activity Staff Leader

Latvian Summer School
06.2018 - 07.2018

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Pavel PankovCommunication Coordinator