Experience

Pariplay

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

• Vice President of Global Operations & GM

  • Feb 2023 - Present



A5 Labs

• United States
• Computer Games
• 100 - 200 Employee

• Chief Commercial Officer (CCO)

  • Oct 2021 - Feb 2023



Mansion Group

• Gibraltar
• Gambling Facilities and Casinos
• 300 - 400 Employee

• • Nov 2019 - Oct 2021

  Responsibilities and Key Achievements:- Oversaw overall company growth from 130 to 190 people over 2 years in the position- Managed the remote working 24/7 operations while in a pandemic - resulted in up to 30% Company’s growth both in revenue and workforce- Solidified Business Operations division structure for a more efficient work process aimed to deliver a very vigorous Company's Marketing plan- Introduced optimization in the Business Operations division by implementing Agile methodology in the delivery process- Personalized customer onboarding and increased customer loyalty and engagement on a new lucrative territory by 20% in Casino.com- Led the project that significantly increased the opt-in rate from 57% to 80+% following the regulatory restrictions while remaining compliant- Led the project of replacing and modernizing an existing CRM solution by introducing a new fully customizable and more cost-efficient process Automation and CRM platform Show less

• • Sep 2014 - Nov 2019

  Responsibilities and Key Achievements:- Vital part in a new location set up and launch – played a crucial role in the transition of the Operations from Gibraltar to Bulgaria- Established Operation teams in the new location from inception, from 0 to 60+ operational staff members within 6 months- Closely managed companies VIP division responsible for catering top clientele of Mansion group brands byways of extended proactive VIP treatment, personalized portfolio building, managing KPIs by territory/customer base and lifetime value- Responsible for strategy, budget recommendation and yearly planning of VIP live events, customizable incentives, retention and policies towards solidifying loyalty and steady revenue increase- Established a VIP host team to support the VIP strategy and culture from inception to achieving continuity and exponentially extending personalized VIP treatment coverage and customer experience- Improved processes post stabilization by introducing new KPIs for higher input and streamlined performance- Managed improvements and worked closely with adjacent units to propel the Operational impact on the business- Introduced Reputation taskforce - enhancing proactive approach in the division: active management of customer feedback, proactive review invitation sends, daily monitoring and coordination with relevant stakeholders for better brand image- Internal competitive based leaderboard aimed towards increased conversion and sales- Increased and implemented responsible gaming operational processes and proactive engagement aimed at improving the company’s image- Conceptualized and optimized responsible gaming process both operational and customer-facing for quicker and sturdier recognition of problem gamblers resulting in a fairer environment- Login of new and existing customers related improvements - for easier customer retention and onboarding Show less



Winner.com

• Sofia, Sofia City, Bulgaria

• General Manager

  • Jan 2012 - Aug 2014

  Responsibilities and key achievements: - In charge of setup, staffing, management and overall performance of the Bulgarian based operation - Managed the daily operation, established work priorities and processes and ensured quality and effectiveness - Promoted brands productively by the newly established Acquisition operations team in some of the major sites related to the supported global markets - Enhancement in resolving denied customer transactions - realization of targets with over 40% resolution - Managing customer retention and complaints handling process efficiently: reducing resolution time from few days to less than 2 hours - Meeting set cost budget while maintaining high level of Operations - Ensuring high quality and accuracy of work from call center staff and mid-level management Show less



William Hill

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Operations Manager

  • Jan 2009 - Jan 2012

  Responsibilities and Key Achievements: - Established and led the Operations division from inception to over 80 employees - Coordinated office migration and set up in a new modern location aimed at increasing the well being and retention of the current employees - Managеd the Training division for all company products and assets - Reached and maintained great response time on client inquiries - Introduced new Key Performance Indicators towards gauging customer insights for an optimized user environment - Managed Acquisition Operation team in pursuit of new leads in the developing and emerging markets Show less



Playtech Managed Services

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

• Operations Manager

  • Aug 2007 - Jan 2009

  Responsibilities and Key achievements: - Relocated and successfully established a new Operations center for Playtech Group managed services in Bulgaria - Conceptualized the operational structure from scratch and customized Operational staff for few of major Playtech's gaming clients - Expanded Operations and experienced staff growth from 30+ to 120+ employees - Established performance measurement tracking and reporting system Responsibilities and Key achievements: - Relocated and successfully established a new Operations center for Playtech Group managed services in Bulgaria - Conceptualized the operational structure from scratch and customized Operational staff for few of major Playtech's gaming clients - Expanded Operations and experienced staff growth from 30+ to 120+ employees - Established performance measurement tracking and reporting system



Paragon ICC , a Playtech Company

• Philippines
• Outsourcing/Offshoring
• 1 - 100 Employee

• Customer Service Manager

  • Aug 2006 - Aug 2007

  Responsibilities and Key Achievements: - Relocated and successfully established a new Customer Service Department for Playtech Group managed services in the Philippines - Customized Customer Service staff for few of major Playtech's gaming clients - Expanded Customer Service Department and experienced staff growth from 0 to 60+ employees - Established performance measurement tracking and reporting system - Managed expansion to most lucrative Asian markets and established customer service teams to the aforementioned Show less



Ad-Gency, a Playtech company

• Israel

• Customer Service Team Lead

  • Sep 2004 - Aug 2006

  Responsibilities: - Setting up a team of Sales Agents, promoting campaigns to clients, upselling and working on retention on brands top clientele. Responsibilities: - Setting up a team of Sales Agents, promoting campaigns to clients, upselling and working on retention on brands top clientele.