Daniel Tsilosani
Atlanta,GA
Summary
Customer support specialist with three years of experience in iGaming, rideshare, and global customer operations. Skilled in multichannel support, escalations, payment troubleshooting, and account management. Promoted for strong performance and known for reliability, clear communication, and high customer satisfaction.
Overview
3
3
years of professional experience
Work History
VIP Concierge / Account Manager (iGaming)
Focus Solutions Centre
05.2023 - 11.2024
- Managed high-value VIP accounts, including clients with multimillion-dollar deposit histories; provided personalized account management across phone, chat, and email.
- Guided clients through complex financial transactions (deposits, withdrawals, limits) while ensuring compliance with KYC/AML and internal controls.
- Consistently ranked as a top performer across the company's 7-country operation (multiple months), driving high retention and satisfaction.
- Maintained 80%+ positive satisfaction (CSAT/PSAT) and contributed to one of the lowest DSAT rates in the department.
- Acted as floor support for frontline agents, handling escalations, offering real-time solutions, and mentoring new hires.
Customer Service Representative(iGaming)
Focus Solutions Centre
10.2022 - 05.2023
- Provided multichannel support (chat, email, phone) to standard iGaming customers, resolving account, payment, and gameplay issues.
- Assisted users with deposits, withdrawals, verification steps, and account access while following platform policies and compliance guidelines.
- Investigated customer reports related to technical issues, delays, or failed transactions, escalating sensitive cases appropriately.
- Maintained strong performance across KPIs including quality, response time, schedule adherence, and satisfaction metrics.
- Built a reputation for steady, reliable service to attain a promotion within six months to the position of VIP Concierge/Account Manager.
Customer Support Specialist — Rideshare Platform
Clientsy
10.2021 - 10.2022
- Supported drivers and riders with fare disputes, payment issues, account verification, and safety concerns across chat and email channels.
- Performed identity verifications and secured payment processing with strict attention to accuracy and fraud prevention.
- Maintained reliable service in a fast-paced environment with high daily ticket volumes.
Education
Bachelor of Science - Political Science
Tbilisi State University
Tbilisi, Georgia (country)Skills
- VIP Account Management
- Escalation Handling
- Multichannel Support
- Retention Strategies
- SLA & KPI Management
- Onboarding & Mentoring
- Zendesk
- Jira
- Ticketing Systems
- Microsoft Office
- G Suite
- Payment Processing
- Verification
- KYC
- AML awareness
- Fraud
- Risk Escalation
- Secure Data Handling
Websites
Languages
English
Full Professional
Georgian
Native/ Bilingual
German
Elementary
Russian
Limited
Timeline
VIP Concierge / Account Manager (iGaming)
Focus Solutions Centre
05.2023 - 11.2024
Customer Service Representative(iGaming)
Focus Solutions Centre
10.2022 - 05.2023
Customer Support Specialist — Rideshare Platform
Clientsy
10.2021 - 10.2022
Bachelor of Science - Political Science
Tbilisi State University