Alexandr Kovalchuk
Head of Support Operations at Surebet247
Based in Kyiv, Ukraine
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Seniority
Director
Department
Operations
Location
Kyiv
Industry
Gambling Facilities and Casinos
Company size
109
Contact information
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a•••••••@surebet247.com
Phone
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Background
About Alexandr Kovalchuk
Customer Support Quality Analyst | CSAT Accuracy Audit | Data-Driven Process Improvement In March 2025, I conducted a targeted CSAT quality audit analyzing 51 randomly selected tickets marked “Good, I’m satisfied.” Despite the positive ratings, over 88% of the tickets lacked proper resolution, clear communication, or customer confirmation. The analysis revealed significant misalignment between CSAT scores and actual service quality across all categories — technical, financial, general, and escalated. Using a structured evaluation framework (Greeting, Identification, Problem Analysis, Resolution/Escalation, Closure, CSAT), I identified root issues such as premature ticket closures, non-personalized responses, and absence of follow-up. The results led to the development of an improved agent evaluation system, better tagging discipline, and strategic SLA/CSAT alignment. This project demonstrated how data-driven insights can transform support quality into a measurable performance driver.
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