Experience

Videoslots

• Malta
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Cs Ops Lead

  • Sep 2023 - Present

  As Cs Ops Lead I oversee daily operations within the customer support team and handling direct reporting lines for the Training team & the Escalation Experts team.

• Customer Service Trainer

  • Aug 2022 - Sep 2023

  Creating, keeping up to date and delivering onboarding training to new company members from several departments (Focusing on new CS agents).Giving ad-hoc coaching and workshops to active agents to ensure topics are continuously refreshed and up to date and ensuring active agents are supported with all necessary information to carry out their daily tasks.Handling (creating and keeping up to date) our internal procedures manual (Knowledgebase).Quality & Assurance: Monitor floor activity to locate Knowledge or procedural gaps. Analise agent performance and customer satisfaction levels to create and implement procedures to streamline current processes for better results. Cascading regulatory changes, internal procedure changes & any updates in the industry affecting our workload. Show less

• Escalation Expert - Operations

  • Mar 2022 - Aug 2022

  Handling 2nd line escalations from customer service agents & assisting agents on the floor & over slackLiaising with team leads with QAKeeping up to date with:- Regulatory changes.- Internal procedure changes.- Industry updates and major events.Monitoring and handling forums to resolve and improve:- player queries/complaints/reports to optimize satisfaction levels and customer journey experience.Complaints handling responsibility:- Investigate officially raised internal complaints and handling the customer complaint contact- Keeping track and reporting regulatory quarterly Complaints breakdowns Show less

• Customer Service Support Agent at Videoslots

  • Feb 2021 - Feb 2022

  Spanish & English customer support via live chat, email and phone. Also occasional translations



Ryanair - Europe's Favourite Airline

• Ireland
• Airlines and Aviation
• 700 & Above Employee

• Cabin Crew

  • Jan 2020 - Feb 2021