Experience

BF Games

• United Kingdom
• Software Development
• 1 - 100 Employee

• Sportbook Manager

  • Mar 2021 - Present



eWinner.pl

• Dyrektor departamentu CRM i Kontaktów z Klientami

  • May 2019 - Nov 2020



LeoVegas Group

• Sweden
• Gambling Facilities and Casinos
• 700 & Above Employee

• CRM Team Manager

  • Jun 2018 - May 2019



EnergyCasino

• Malta
• Gambling Facilities and Casinos
• 1 - 100 Employee

• EnergyBet Operation Manager

  • Oct 2016 - May 2018

  - Responsible for developing and implementing marketing strategy for EnergyBet.- Responsible for Sportsbook customer’s activity.- Responsible for coordinating company vision with Country Managers and all departments ie. CRM, Sportsbook, VIP/Loyalty, CS.- Follow and contribute to improve internal processes and strategies.- Constantly evaluate the campaigns with an optimized approach in order to improve.- Manage the bonus spend budget and ensure campaigns are helping to achieve the overall targets.- Working closely with the other Product and Operations team to ensure that the site experience and customer journeys are consistent, maximizing usability and accessibility across all devices.- Responsible for media investments regarding EnergyBet. The responsibility includes planning negotiating and buying new media as well as optimizing existing agreements.- Responsible for following up and analyzing all marketing activities for EnergyBet.- Responsible for planning and executing measuring experiments and conversion tests (A/B test) and take action on the results.- Build strong relationships with media suppliers, partners and agencies. Show less

• Head of Customer Service and Loyalty Department

  • Apr 2015 - Oct 2016

  - Develop an approach to customer service that reflects the values and exceptional standards of the company- To lead and manage a team of customer service and loyalty department staff through the coaching and development of the manager and team leaders, ensuring that clear KPI`s are developed managed and delivered- Analyzing call statistics or other data to determine the level of customer service the company is providing to ensure excellent customer service in line with company values and customer commitments- Reviewing business processes to ensure productivity is the best it can be- Reviewing and developing customer service procedures, policies and standards for the organisation and ensuring smooth and timely implementation- Writing reports analysing two teams trends and monitoring performance- Managing customer complaints in line with the company complaints procedure and developing an inspiring feedback process- Building and developing relationships with customers and understanding their business needs- Playing a key role within the senior management team with the ability to discuss improvements for the area and best methods of implementation- Being involved in staff recruitment - Performing 1:1`s with team key members - Training staff to deliver a high standard of customer service and selling products Show less



Betsson Group

• Malta
• Software Development
• 700 & Above Employee

• Planning and Execution manager/Campaign Coordinator

  • Jun 2014 - Mar 2015

  - Annual, Quarterly, Monthly, Weekly Planning with Product/Markets Managers- Task Management for Campaign production- Assign tasks and managing production of Creative, Bonus and Comms set up- Banner schedule coordination and landing page coordination between the CRM and designers /developers- Maintenance of Promotional and Marketing calendars- Liaising closely with Country marketing and Product & Site teams to facilitate a collaborative working environment

• VIP/Loyalty Coordinator - Betsson.com

  • Nov 2013 - Jun 2014

  - Assist the Head of VIP in the ownership of the VIP Management and VIP loyalty program- Assist in the development plan for the VIP program, monitor campaigns, manage targets and budget- Increasing revenues of existing VIP player and acquiring potential VIP players- Cooperate and coordinate activities between Product Managers and other business teams- Build strong relationships with valuable customers and provide superb service and gamingexperience tailored to them across all products- Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitationsare offered in accordance with business requirements- Handle customer 'day to day' queries and complaints including out of hours when necessary in order to provide VIP with personal service Show less

• Telesales Shift Coordinator / VIP contact person

  • Mar 2013 - Nov 2013

  - Assist agents in handling customer cases and escalations- Assist Telesales Manager in evaluation of tools and best practice process- Assist manager in planning and holding team meetings- Plan daily work, pull reports, sort them and send to Brand teams, Telesales manager, Agents- Monitor performance of agents to make sure it is in line with overall goals- Taking care of VIP customers

• Telesales Polish Agent

  • Nov 2011 - Mar 2013

  - Outbound calls to inform customers about Companies’ products, offers, and campaigns,- Provide accurate information and seek solutions on behalf of our customers- Respond to client through telephone, email and chat



Tabos Sp. z o.o.

• Poznań Area, Poland

• Sales Representative

  • Mar 2009 - Mar 2011

  Customer service, sales activities and communication with customers, after-sales activities, design presentations and marketing campaigns for the promotion of the products, provided oral and written presentations, resolving customers problems and complains Customer service, sales activities and communication with customers, after-sales activities, design presentations and marketing campaigns for the promotion of the products, provided oral and written presentations, resolving customers problems and complains