Senior Customer Support Manager

• Apr 2023 - Present

Customer Support Manager

• Jul 2019 - Apr 2023

- Head of the Customer Service Team- Development, recruitment, and management of staff - Creation and management of a front-line customer/technical support process withinthe studio, covering all internal and external titles- Ensuring that first-class service is provided to all customers and publishing partners- Creation and management of KPIs, targets, and goals ensuring that stakeholders are updatedthroughout- Championing Customer Support within Team 17, constantly looking for ways toimprove our forward-facing service as the industry and technology advance- Identifying trends and patterns in issues. Providing regular reports and presentationsback to the development, community and management teams- Safeguarding the image and high standings of Team 17 in all types of externalcommunication- Ensuring all relevant parties are informed of any critical issues reported by the public Show less

Support Team Leader - UK Operations

• Feb 2018 - Jul 2019

- Create a team that is expert on all of our products, offerings, and games, delivering in accordance with company policies, procedures and compliance/legislative requirements. - Work alongside stakeholders to understand sports betting positioning, messaging and target demographics. - Drive optimum performance through an empowered team and measure progress against strategic objectives and targets. - Achieve a best in class experience by embedding quality and service standards, analysing and resolving deficiencies, identifying trends and recommending process improvements. - Develop an employee-oriented culture that encourages teamwork, supports creativity, stimulates engagement and involves the team in decisions directly affecting them. - Provide clear direction by developing, co-ordinating and enforcing systems, policies, procedures and department standards. - Enable the team with appropriate skills, knowledge and equipment to effectively carry out their roles. - Work closely with the UK Customer Support Team Leaders and Operations Manager to deliver great customer service. - Develop strong working relationships across multiple departments, including Customer Service, Chat, Fraud/Risk, Marketing, and Technical. - Assist and champion new product integrations; managing developments from an operational perspective. - Resolve all player and site issues during launch of new products and oversee subsequent day to day management. - Conduct competitor analysis and suggest innovative ideas for developing our sports and business offerings. - Compile reports as requested by Operations Managers. Show less

Contact Center Team Manager

• Oct 2017 - Feb 2018

- Ensuring team delivery of all KPI’s, compliance and quality monitoring - Develop and implement improvement plans for all areas of opportunity - Sharing best practice and manage change to the team to ensure alignment towards business goals - Building and maintaining meaningful relationships with all colleagues and ensuring the team operates as a close-knit unit - Conduct regular coaching and 121’s for all team members and providing clear objectives to all team members in terms of their daily, weekly and monthly targets - Providing inspirational leadership to team members, promoting an environment that welcomes and encourages team member feedback and ideas - Managing attendance and timekeeping for all team members, setting and communicating clear expectations for all team members in line with business process - Managing holiday and emergency absence and ensure annual leave is managed within threshold - Supporting and invoking disciplinary process for contractual breaches when called for - Recruitment and training; assist with hiring and training of new team members as required Show less

Senior Team Leader - Customer Service

• Sep 2008 - May 2017

As a team leader, I was responsible for the results, management and ongoing development of teams of up to 15 multi-national Customer Support representatives, in addition to many business and operational tasks. People Management - Prepare and deliver change within the team - Prepare and chair regular team meetings and team huddles - Motivating team and individuals to deliver high standards of customer service - Focus point for high-level escalations when dealing with complex billing, technical and customer safety - Creating and delivering result driven coaching - Handling behavioral cases in coordination with peers and higher level management - Developing people with tailored career plans and regular support - Empowering representatives to self develop and to share best practices Business Operations - Monitor several organizational reports including KPIs, timekeeping, attendance and developmental opportunities - Liaise with Service Level Coordinators to ensure adherence to task - Creating and presenting site and global initiatives - Identify, troubleshoot and assess payment issues, risk, and chargebacks - Process and policy technical writing - Ability to translate higher level vision and goals into departmental actions Show less

Team Leader

• Sep 2005 - Aug 2008

· Ongoing Sales and Customer Service training and coaching of the team · Dealing with customer complaints and refunds · Recruiting and promoting staff in coordination with the management team · Controlling stock levels and place orders to Head Office · Ongoing Sales and Customer Service training and coaching of the team · Dealing with customer complaints and refunds · Recruiting and promoting staff in coordination with the management team · Controlling stock levels and place orders to Head Office

Logistics Coordinator

• Nov 2004 - Aug 2005

- Responsible for the Entertainment Logistics department - Coordinating with other logistic departments, which helped standardize procedures across all operating groups · Ensuring that stock levels were maintained at store and warehouse level - Responsible for the Entertainment Logistics department - Coordinating with other logistic departments, which helped standardize procedures across all operating groups · Ensuring that stock levels were maintained at store and warehouse level

Business Owner

• Mar 2004 - Sep 2004

- Following on from a first spell in 1998 for 9 months assisting the family business - Took over as proprietor in 2004 with a large debt and turned it into a profitable business - Complete management of the restaurant including recruitment, stock, marketing and planning - Staff management - Following on from a first spell in 1998 for 9 months assisting the family business - Took over as proprietor in 2004 with a large debt and turned it into a profitable business - Complete management of the restaurant including recruitment, stock, marketing and planning - Staff management

Account Business Manager

• Oct 2003 - Feb 2004

· Presenting communication solutions to small, medium and large companies · Analysing thoroughly businesses communications data and offering better alternatives · Ongoing business support with contracts being reviewed on a yearly basis · Presenting communication solutions to small, medium and large companies · Analysing thoroughly businesses communications data and offering better alternatives · Ongoing business support with contracts being reviewed on a yearly basis

Customer Service Representative

• Sep 2002 - Jul 2003

- Working in all departments of Customer Service in one of the busiest stores in Lisbon - Handling customer complaints, feedback and general inquiries - Providing Customer Credit support by working with a local banking entity - New staff training - Working in all departments of Customer Service in one of the busiest stores in Lisbon - Handling customer complaints, feedback and general inquiries - Providing Customer Credit support by working with a local banking entity - New staff training

Assistant Store Manager

• Sep 2001 - Jul 2002

· Managing two mobile phone product stores in the centre of Lisbon · Obtaining sales targets and guaranteeing customer satisfaction · Staff scheduling - Managing stores stock levels - Liaise with Store Managers and Area Managers regarding staff performance and staff behaviour - Managing staff disciplinary cases - Recruiting store staff by conducting interviews and coordinating with Human Resources · Managing two mobile phone product stores in the centre of Lisbon · Obtaining sales targets and guaranteeing customer satisfaction · Staff scheduling - Managing stores stock levels - Liaise with Store Managers and Area Managers regarding staff performance and staff behaviour - Managing staff disciplinary cases - Recruiting store staff by conducting interviews and coordinating with Human Resources

Radio Producer

• Jan 2001 - Aug 2001

· Responsible for the entire audio ads of the radio station such as writing, recording, editing and scheduling · IT support to staff onsite - Proficient in Audio editing tools · Responsible for the entire audio ads of the radio station such as writing, recording, editing and scheduling · IT support to staff onsite - Proficient in Audio editing tools

Team Leader - English Translator

• Sep 2000 - Dec 2000

- Translation between Dutch employees and Portuguese workers - Delegation of tasks from Dutch employers - Supporting staff in Holland - Point of contact for teams ranging from 5 to 50 people - Translation between Dutch employees and Portuguese workers - Delegation of tasks from Dutch employers - Supporting staff in Holland - Point of contact for teams ranging from 5 to 50 people

Store Associate

• Jan 2000 - Aug 2000

· Sales assistant at a local computer shop · Sales assistant at a local computer shop

Office Clerk

• Dec 1998 - Jan 2000

· Coordinating transport documentation for the logistics department · Ensuring that all orders were placed correctly and expedited as per customer expectations by working with Warehouse and Logistics · Regular contact with customers regarding payment issues · Proficiency in using in-house made Business software which controlled stock levels, accounting and client database · Coordinating transport documentation for the logistics department · Ensuring that all orders were placed correctly and expedited as per customer expectations by working with Warehouse and Logistics · Regular contact with customers regarding payment issues · Proficiency in using in-house made Business software which controlled stock levels, accounting and client database