Daniel Maksimov
Tallinn,372
Summary
Experienced client relationship professional with expertise in managing key accounts and high-value clients in B2C and B2B sectors. Proven ability to lead teams and streamline client management processes, including coordination of VIP relationship teams. Strong analytical skills support data-driven decision-making and performance evaluation across international markets. Committed to fostering transparent communication and building long-term client relationships that drive sustainable business growth.
Overview
14
14
years of professional experience
Work History
Manager
Torrero
07.2024 - Current
Led VIP team, enhancing operations and mentoring staff to deliver high-quality service.
Established strong, long-term client relationships through personalized communication and proactive support.
Designed tailored offers and reward strategies to boost player loyalty and engagement.
Organized exclusive VIP events while managing accounts and resolving payment issues.
- Ensured compliance with policies, regulations, and responsible gaming principles across operations.
- Conducted client financial analysis using GGR, NGR metrics to drive profitability insights.
- Utilized Power BI for VIP reporting, identifying trends and optimizing bonus budgets.
- Balanced client expectations with business objectives to promote retention and sustainable growth.
Outbound telemarketer & VIP executive
Optiwin OÜ
06.2021 - 06.2024
- Provided customer support through phone, chat, and email until May 2022.
- Transitioned to outbound telemarketing specialist and VIP executive in June 2022.
- Greeted new users, encouraging prompt engagement and explaining platform basics.
- Delivered essential information to enhance user experience for new players.
- Ensured loyal customers received consistent attention and personalized service.
- Maintained strong relationships with customers to foster loyalty and satisfaction.
- Emphasized personal touch as a key driver of business value at all times.
Support Person
Telia Eesti AS
09.2014 - 05.2021
- Provided customer support via phone, Facebook, and email with prompt responses to inquiries.
- Clarified customer needs while offering advice on technical failures and service limitations.
- Explained upgrades thoroughly, ensuring customer understanding of technological changes.
- Identified optimal plans and service options tailored to customer requirements.
- Maintained accuracy in order processing and service delivery.
- Demonstrated professionalism and adaptability in client interactions.
- Executed upselling strategies through suggestive selling techniques.
- Managed social media platforms for customer engagement and support from 2016 to 2020.
Front office manager
GAUCHO Restaurants
06.2012 - 08.2014
- Verified guest bookings to ensure efficient seating arrangements.
- Allocated tables in OpenTable to balance service across restaurant sections.
- Performed daily phone and email communications for operational updates.
- Ensured all staff adhered to 20 established service steps.
- Maintained comprehensive knowledge of food, beverage, service packages, and events.
- Monitored business performance to enhance guest satisfaction and manage floor operations.
- Created planning schedules for front office team coordination.
- Promoted a positive work environment to foster enjoyment in daily tasks.
Education
Bachelor - Law
Tallinn University of Technology (TalTech)
Estonia01.2016
Skills
- Customer relationship management
- Data analysis
- VIP account monitoring
- Event coordination
- Player engagement strategies
- Sales strategy development
- Team management
- Technical support procedures
- Effective problem solving
- Relationship building
- Strategic insights generation
- Customer satisfaction enhancement
- Coaching and mentoring
- Marketing
Work Type
Employee
Working Time
Full-time
Locations
- Spain, Home office
- Malta, Home office
- Estonia, Home office
Advanced Training
- Advanced Player & Financial Analytics Training, BMTECH BALTICS O
- Tallinn, Harju County, Estonia, 01/01/24, 20 days
Personal Information
- Date of Birth: 11/03/89
- Gender: Male
References
- Nadezda Volokitina, BMTech Baltics O
- 55996277, noemail@gmail.com
- Marina Davidova, Optiwin O
- +37120092780, noemail@gmail.com
Languages
- Russian: Native
- Estonian: Professional working proficiency (B2)
- English: Professional working proficiency (B2)
Desired Position
- Front-end developer
- IT helpdesk specialist
- Online store manager
- SEO specialist
- Team manager
- Technical support consultant
- Information security specialist
- Personal data specialist
- Developer
- Assistant
- Project manager
Professional Training & Development
Advanced Player & Financial Analytics Training
BMTECH BALTICS OU / Estonia | 2024 (20 days)
- Comprehensive market and financial analysis program focused on user behavior and key business metrics.
- Practical experience in financial analysis: GGR/NGR, bonus efficiency (Bonus to GGR/NGR, ROI), cash flow, client profitability, turnover, deposits, and activity trends.
- Analytical competencies: interpreting multi-period data, early identification of financial/behavioral risks, evaluating offer effectiveness, working with VIP analytics and BI tools (e.g., Power BI).
- Business decision-making: balancing client expectations with company objectives, designing personalized offers, supporting client retention, optimizing bonus budgets, and driving long-term profitability.
- Proposed improvements and initiatives to enhance company financial performance.
VIP / Account Manager Training
Optiwin OÜ / Estonia | 2021 (30 days)
- Delivered professional VIP support via phone, email, and chat.
- Onboarded and guided new users, providing tailored solutions to enhance engagement.
- Built and maintained long-term relationships with high-value clients, balancing client needs with company objectives.
Advanced Customer Service & Leadership Training
Telia Eesti AS / Estonia | 2015 (combined 35 days)
- Sales with insight and empathy: building trust, understanding needs, enhancing satisfaction and revenue.
- Handling complex situations professionally.
- Leadership and mentoring: guiding team members to ensure high customer service standards.
- Anti-money laundering awareness and compliance.
- Technical services: broadband, VoIP, PON, IPTV, mobility services (2G–5G), cloud and IT solutions.
Front Office Management & Service Excellence
GAUCHO Restaurants / UK | 2012 (30 days)
- Leadership and team management with psychological insight.
- Ensuring smooth operations while enhancing guest experience and supporting team autonomy.
Upsale & Customer Experience Optimization
Swissôtel / Estonia | 2010 (5 days)
- Techniques for upselling and delivering “extra mile” service to increase revenue and customer satisfaction.
Summary - Professional Summary
I am an experienced client relationship professional with a strong background in managing key accounts and high-value clients across both B2C and B2B environments In addition to hands-on client management, I bring valuable experience in leading teams and overseeing client management processes, including the coordination of VIP client relationship teams. My professional strength lies in the ability to balance client expectations and needs with a company's strategic and commercial objectives, supported by data-driven analysis, performance evaluation, and structured planning across international markets, including Europe and South America. I value transparent and professional communication, mutual trust, and a results-oriented, client-centric approach that creates long-term value and supports sustainable business growth.
Timeline
Manager
Torrero
07.2024 - Current
Outbound telemarketer & VIP executive
Optiwin OÜ
06.2021 - 06.2024
Support Person
Telia Eesti AS
09.2014 - 05.2021
Front office manager
GAUCHO Restaurants
06.2012 - 08.2014
Bachelor - Law
Tallinn University of Technology (TalTech)