Serhii Symonov

Co-owner @ SNA Consulting Berlin

About

I am a dynamic and results-driven executive with 15+ years of leadership experience across logistics, iGaming, and large-scale operations. Throughout my career, I have successfully launched and scaled businesses from scratch, managed organizations with 40,000+ employees, and delivered measurable growth through innovation, customer focus, and operational excellence. 🔹 iGaming Expertise – Built and scaled a global B2B support unit, implemented AI-powered solutions (chatbots, IVR, QA automation), doubled operator efficiency, and increased VIP retention revenues by 85%. 🔹 Logistics Leadership – As CEO of Nova Post Germany & Baltics, launched new legal entities, opened 20+ branches across multiple countries, grew customer bases by 100,000+, and achieved >97% on-time delivery. 🔹 Operational Excellence – Drove AI and automation integration, cutting operational costs by 49%, improving SLA adherence by 63%, and reducing resolution times from days to hours. 🔹 Customer Experience & Quality – Led customer-centric transformations, boosting NPS by +54% and CSI by +27%, while reducing complaints six-fold. I thrive on building and leading high-performance teams, entering new markets, and aligning strategy with execution. My passion lies in helping forward-thinking companies leverage innovation and customer-centric strategies to achieve sustainable growth. 👉 Open to new challenges in iGaming and technology-driven industries where I can bring expertise in scaling, automation, and customer loyalty.

Country

Germany

City

Berlin

Industry

Gambling & Casinos

Skill

CRM, Поглощение бизнеса, Управление операциями, Расширение бизнеса, Lean Manufacturing, Lean Management, Financial Analysis, 5S, Continuous Improvement, Kaizen Leadership, Project Management, Management, Business Strategy, Leadership, Engineering, Quality Management, Steel, IFRS, Internal Controls, Iron Ore

Experience

Co-owner

SNA Consulting Berlin

2024-4 - Present · 2 yrs 6 mos

Берлин, Германия

Full-cycle consulting to launch, optimize & scale your business in Germany & Europe — legal, financial, marketing & operations support

Chief Customer Support Officer

NDA (iGaming)

2024-10 - 2025-9 · 1 yr

Лимасол, Кипр

🚀 Launched and scaled a new B2B support business unit from scratch. 🤖 Implemented AI-driven solutions (chatbot, AI QA, IVR), reducing costs by 49% and cutting resolution time from 4.5 days to just 9 hours. 📈 Reengineered VIP & retention strategy, driving +75% GGR growth and doubling high-value player conversion. 🌍 Led cross-country teams in 4 markets, rolled out KPI frameworks, and upgraded CRM for 2,100+ agents, boosting NPS by +8 points.

Chief Executive Officer

NOVA group

2022-12 - 2024-8 · 1 yr 9 mos

Берлин, Германия

🌍 Launched operations in Germany, Lithuania, Latvia, and Estonia — registering 4 legal entities, branch network of 15+ offices across 14 cities, and courier services. ⚡ Introduced same-day delivery and 1-hour delivery windows across 20 branches. 📈 Reached 101% sales plan and 102% EBITDA margin, growing customer base by +22,000. 👥 Built and led a 80-person team, ensuring >95% on-time delivery rate.

Chief Sorting System

NOVA group

2021-12 - 2022-12 · 1 yr 1 mo

Kyiv Metropolitan Area

🏭 Led large-scale operations of sorting centers with 15,000+ employees. 📈 Increased productivity by +25% and reduced quality deviations by 35%. ⚙️ Commissioned 3 automated hubs (50,000+ parcels/hour each). 💡 Introduced Kaizen practices, saving €14.5M in just 6 months.

Chief Quality and Customer Service officer

NOVA group

2015-2 - 2021-12 · 6 yrs 11 mos

Kyiv Metropolitan Area

🏆 Designed and implemented a quality & customer experience management system for a 45,000+ employee company. 📊 Increased CSI by +27%, NPS by +41%, reduced complaints ×6.5 and cut processing time from 30 days to 50 minutes. 🤖 Rolled out an AI-powered customer inquiry system and omnichannel service model. 💰 Reduced annual compensation costs by UAH 18M+, secured ISO 9001 certification.

Head of continuous improvement department Azovstal

Metinvest

2013-7 - 2015-2 · 1 yr 8 mos

Донецк, Донецкая область, Украина

⚙️ Led continuous improvement and optimization projects at a major steel plant. 📉 Implemented lean and Kaizen practices, reducing costs and boosting efficiency. The impact of the implemented operational improvements exceeded 90 million EUR.