Building the people
behind the experience
From front-line agent to shaping how entire teams deliver customer experience across international iGaming markets.
The Story
Every role earned, never given.
Lusine's story in customer experience starts where it should — on the front lines. Years of live chats, escalations, and late shifts built the kind of pattern recognition you can only develop by doing the work yourself, day after day.
That foundation led her from operator-side support to platform-side account management, giving her a rare dual perspective on how CX works from both ends of the table. She understands what operators need because she's lived it — and she understands what platforms can deliver because she's managed it.
Today she builds the systems that make teams better: training programs, quality frameworks, and the feedback loops that connect frontline insights to operational improvements. Not just managing people — building the infrastructure around them.
The Journey
Five companies. Four languages. One clear trajectory upward.
At an international iGaming operator and outsourcer, Lusine joined as an agent and was elevated to the L&D function within weeks. She now designs training programs, knowledge systems, and quality frameworks — the engine that transforms good agents into great ones.
Promoted to team lead within the first month. Built schedules, ran one-on-ones, onboarded new agents, handled escalations, and held the team together during peak hours across Turkish-market operations.
A pivot to the platform side. Managed client relationships, communicated product updates, and resolved concerns across cross-functional teams — gaining fluency in how operators and technology providers intersect.
Two years of hands-on customer support across chat and email, resolving account issues with accuracy and efficiency. The formative period that built deep operational instincts and bilingual CX expertise.
Where it all began. Answering calls, managing social channels, and learning the fundamentals of what it means to be the bridge between a customer and a company.
Languages
Not just speaking them — thinking in them.
Expertise
Operational instincts, refined through experience.
Education
Where language and communication converge.
Let's connect
Whether you're building a CX team, exploring iGaming operations, or looking for someone who understands the full picture — I'd love to hear from you.