Teona Grdzelishvili
🚀 Customer Support | Payments & Fraud Specialist | KYC & Compliance | 7+ Years in iGaming 🎰 | Crypto & Fiat | VIP Player Management 🚀
About
🚀 Customer Support | Payments & Fraud Specialist | KYC & Compliance | 7+ Years in iGaming 🎰 | Crypto & Fiat | VIP Player Management 🚀
🎰I am a dedicated iGaming and customer operations professional with over 6 years of hands-on experience in some of the most fast-paced and innovative companies in the industry, including Evolution, SOFTSWISS, MK Gaming, SkyTech Enterprises and Playbet. My journey began as an English-speaking Game Presenter and Mentor at Evolution, where I developed strong communication skills and learned the importance of player engagement. I then transitioned into customer support roles at SOFTSWISS and later contributed to fast-growing startups like MK Gaming, gaining valuable experience in crypto-based gaming platforms and operational workflows. Currently working as a Customer Support Specialist, I thrive in dynamic environments where technology, gaming, and crypto intersect. I enjoy being part of ambitious teams that value collaboration, learning, and growth. 🛠️ What I bring: • Solid background in online casinos, esports, and sports betting • Hands-on experience with crypto payments, KYC/AML procedures, and fraud prevention • Player-centric mindset with efficient problem-solving abilities • Clear and empathetic communication across diverse, remote teams • Mentorship experience and a commitment to high-quality daily operations I’m passionate about delivering more than just results — I’m here to elevate processes, support my team, and drive innovation forward. I’m energized by challenges, growth opportunities, and contributing to a culture of excellence and integrity.💸
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Work experience
Customer Service Specialist
Playbet.io
Mar 2025 – Present
As a Customer Service Specialist at Playbet.io, I provided high-quality support within the fast-paced casino gaming environment, with a strong focus on crypto transactions and VIP player management. Key Responsibilities: • Customer Support: Delivered exceptional customer service across multiple channels, ensuring fast, clear, and helpful responses to user inquiries. • Crypto and Transaction Verification: Performed detailed transaction checks, including cryptocurrency operations, ensuring accuracy, security, and compliance. • VIP Player Handling: Supported high-value VIP clients, managed bonus calculations, and ensured personalized service to enhance satisfaction and retention. • Technical Assistance: Helped customers navigate the gaming platform and resolved technical or transaction-related issues. • Product Knowledge: Maintained an in-depth understanding of SoftSwiss products, features, and promotions to effectively assist users. • Compliance and Regulation: Ensured alignment with industry regulations, including responsible gaming and anti-money laundering standards. • Quality Assurance: Collaborated with QA and product teams to identify, report, and follow up on platform or transaction-related bugs and issues. • Team Communication: Worked closely with internal departments, including risk and development teams, to resolve complex cases efficiently. • Customer Insights: Provided valuable customer feedback to product teams to support improvements in user experience and platform features. • Record Keeping: Maintained detailed documentation of interactions, transaction verifications, and issue resolutions.
Fraud Specialist
MK Gaming
Jan 2025 – Apr 2025
Tbilisi
Fraud Specialist | iGaming Monitored player activity to identify and prevent fraudulent behavior, including bonus abuse, multi-accounting, and suspicious transactions Conducted risk analysis on player accounts using internal tools and data to detect irregular patterns Investigated payment and withdrawal activities to ensure compliance with company policies and AML procedures Reviewed KYC (Know Your Customer) documentation and verified player identities to prevent fraud and identity theft Collaborated with Payment, Customer Support, and Game Administration teams to resolve complex cases Escalated high-risk cases and coordinated with Anti-Fraud teams for further investigation and action Implemented fraud prevention measures to reduce financial risk and protect company assets Maintained accurate records of investigations and ensured proper documentation of all actions taken Stayed up to date with industry trends, fraud tactics, and regulatory requirements in the iGaming sector
Customer Service Specialist
SkyTech Enterprises
Mar 2024 – Jan 2025
Tbilisi
As a Customer Service Specialist at SkyTech Enterprises, I provided high-quality support within the fast-paced casino gaming environment, with a strong focus on crypto transactions and VIP player management. Key Responsibilities: • Customer Support: Delivered exceptional customer service across multiple channels, ensuring fast, clear, and helpful responses to user inquiries. • Crypto and Transaction Verification: Performed detailed transaction checks, including cryptocurrency operations, ensuring accuracy, security, and compliance. • VIP Player Handling: Supported high-value VIP clients, managed bonus calculations, and ensured personalized service to enhance satisfaction and retention. • Technical Assistance: Helped customers navigate the gaming platform and resolved technical or transaction-related issues. • Product Knowledge: Maintained an in-depth understanding of SoftSwiss products, features, and promotions to effectively assist users. • Compliance and Regulation: Ensured alignment with industry regulations, including responsible gaming and anti-money laundering standards. • Quality Assurance: Collaborated with QA and product teams to identify, report, and follow up on platform or transaction-related bugs and issues. • Team Communication: Worked closely with internal departments, including risk and development teams, to resolve complex cases efficiently. • Customer Insights: Provided valuable customer feedback to product teams to support improvements in user experience and platform features. • Record Keeping: Maintained detailed documentation of interactions, transaction verifications, and issue resolutions.
Customer Service Specialist
SOFTSWISS
Jul 2023 – Jan 2025
Georgia
As a Customer Service Specialist at SOFTSWISS, I provided high-quality support within the fast-paced casino gaming environment, with a strong focus on crypto transactions and VIP player management. Key Responsibilities: • Customer Support: Delivered exceptional customer service across multiple channels, ensuring fast, clear, and helpful responses to user inquiries. • Crypto and Transaction Verification: Performed detailed transaction checks, including cryptocurrency operations, ensuring accuracy, security, and compliance. • VIP Player Handling: Supported high-value VIP clients, managed bonus calculations, and ensured personalized service to enhance satisfaction and retention. • Technical Assistance: Helped customers navigate the gaming platform and resolved technical or transaction-related issues. • Product Knowledge: Maintained an in-depth understanding of SoftSwiss products, features, and promotions to effectively assist users. • Compliance and Regulation: Ensured alignment with industry regulations, including responsible gaming and anti-money laundering standards. • Quality Assurance: Collaborated with QA and product teams to identify, report, and follow up on platform or transaction-related bugs and issues. • Team Communication: Worked closely with internal departments, including risk and development teams, to resolve complex cases efficiently. • Customer Insights: Provided valuable customer feedback to product teams to support improvements in user experience and platform features. • Record Keeping: Maintained detailed documentation of interactions, transaction verifications, and issue resolutions.
English game presenter & Mentor
Evolution
Apr 2019 – Jul 2023
Georgia
Host and manage live casino games in a professional and engaging manner, ensuring an immersive experience for players. Maintain High energy and enthusiasm while following game rules and company guidelines. Interact with players through live chat, providing excellent customer service and welcoming atmosphere. Collaborate with the production and technical teams to ensure seamless game flow and quality streaming. Adapt quickly to new game formats and company innovations in the live gaming industry. Uphold Evolution’s hugh standards for integrity, professionalism and responsible gambling practices.
Education
Caucasus International University
Social Sciences
Sep 2016 – Jun 2019
University of Lodz
Bachelors Degree, Social Sciences
Jan 2017 – Jul 2017
6 month exchange program