Experience

• 

  VGW

  • Australia
  • Computer Games
  • 700 & Above Employee

  • Quality Assurance

    • Oct 2021 - Present

  • Responsible Gaming Expert

    • Apr 2019 - Oct 2021

• 

  Ladbrokes Coral Group

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

  • Senior Responsible Gambling Executive

    • Jun 2017 - May 2019

  • Responsible Gambling Executive

    • Sep 2016 - Jun 2017

     Ensure that incoming requests for Timeouts or Self Exclusion are processed in an efficient and timely manner, carrying out database searches for related accounts and clearly marking up accounts for audit purposes.  Check and confirm where customer request account reactivation or reopen, that their initial (and any other) reasons for exclusion are no longer evident and that the customer is back in control and aware of their options and responsibilities.  Perform linked self-exclusion checks across brands and between retail and online account databases.  Send out forms for customers requesting self-exclusion (where not processed directly by CS) and process returned forms.  Work with Customer Services, Retail and VIP teams supporting and classifying fringe casesProduce regular reports showing team activity and status against set KPI’s. Prioritise incoming messages and workload to meet SLAs for completing cases. Ensure that customers are fully up to speed and following Regulations/Rules/Process/Procedures. Prioritise tasks to adjust to the influx of work whilst keeping within SLAs and KPIs.

• 

  TaskUs

  • Imus Cavite

  • Sales and Marketing / System Administrator for Saleforce

    • Aug 2014 - Sep 2016
    • Imus Cavite

    - Develop innovative approaches to lead generation.- Lead Cleansing (responsible for driving the completeness and accuracy of the contact list in salesforce.com.)- Prospect, qualify, and develop leads and target accounts to convert to sales-ready opportunities- Create effective email campaigns and activities to generate, nurture and convert leads- Complete research, analysis, and data management projects to drive sales programs- Manage leads, contacts, accounts using Pardot and Salesforce.com

• 

  Stream Global Services

  • Makati City

  • Salesforce.com Support AMER - Reports & Dashboard - System Admistrator II

    • Jan 2013 - Feb 2014
    • Makati City

     Design, configure, and administration of SFDC including but not limited to, Apex code and supporting test classes, Custom Objects, Workflow Rules, Custom Fields, Validation Rules, and Visual Force Pages. Work with all departments to gather business requirements and help document, define, and develop solutions. Assist with unit testing and developing test case scenarios. Identify areas where standard Salesforce capabilities are not be utilized to their full potential. Assist with the implementation of Applications that are connected to or interact with SFDC such as Single Sign On, Identity Provider setups, and web service calls. Assist with SFDC Sandbox refreshes for several environments. Provide regular progress reports to team management.

• 

  Affiliated Computer Services, A Xerox Company

  • Pasay City

  • Client Relation Manager

    • Jan 2011 - May 2012
    • Pasay City

    Provide support services to Client Relations Manager in the US. Review lease consent requests, agency watch list loans and prepare lease abstracts. Process and approve borrower requests, loan requirements and updates on the servicing system. Assist the US team in preparing recommendations for management and investors for borrower requests associated with the loan and/or property. Maintain a working knowledge of the loan documents, all applicable lender agreements and servicing contracts in order to service the loans. Interpret loan documents based on legalities Perform other duties and special projects as assigned by Top Management.

• 

  TeleTech

  • Pasay City/Bacoor, Cavite

  • Customer/Technical Support Representative II

    • Apr 2006 - May 2009
    • Pasay City/Bacoor, Cavite

     Providing effective and efficient customer service thru phone.  Representing my company and responding to every caller with the correct information. Providing customer satisfaction and increase revenue growth.