Experience

Gaming Industry

• Gambling Facilities and Casinos
• 1 - 100 Employee

• Consultant in Marketing and Customer Service

  • Jul 2021 - Present



Visionary iGaming

• Costa Rica
• Gambling Facilities and Casinos
• 1 - 100 Employee

• Customer Service Manager

  • May 2018 - Jun 2021

  ● Responsible of 30+ live dealer casino software clients ● Fraud Analysis (Baccarat, Blackjack) ● Customer Relations and Retention ● Customer service trainer ● Responsible of 30+ live dealer casino software clients ● Fraud Analysis (Baccarat, Blackjack) ● Customer Relations and Retention ● Customer service trainer



Grand Casino Escazú

• Costa Rica
• Gambling Facilities and Casinos

• Casino Floor Manager - Marketing Coordinator

  • Jun 2014 - Apr 2018

  ● Responsible for player database, analysis, reactivation and acquisition of new customers. ● Creation, implementation, management and evaluation of all casino promotions ● Management of websites, art production and management of all social networks (facebook, twitter, google+, others) ● Responsible for all casino operations: table games, cashier, F&B services, slot machines, security, etc. 70+ employees per shift ● Customer Service Trainer ● Responsible for player database, analysis, reactivation and acquisition of new customers. ● Creation, implementation, management and evaluation of all casino promotions ● Management of websites, art production and management of all social networks (facebook, twitter, google+, others) ● Responsible for all casino operations: table games, cashier, F&B services, slot machines, security, etc. 70+ employees per shift ● Customer Service Trainer



Cereus Network (Absolute Poker - Ultimate Bet - TBT Agency)

• San Jose, Costa Rica

• Marketing Manager - Promotions (Assistant Card Room Manager)

  • Apr 2007 - Jan 2011

  ● Promotions Manager in charge of project management of all online-live marketing campaigns, budget management, software updates-development and implementation, creation of marketing schedule and loyalty program management. ● Responsible of ring games configuration (rake settings) and sit n go tournaments (levels, fees and payout structures) ● Management of Blackjack Tournaments ● Promotions Manager in charge of project management of all online-live marketing campaigns, budget management, software updates-development and implementation, creation of marketing schedule and loyalty program management. ● Responsible of ring games configuration (rake settings) and sit n go tournaments (levels, fees and payout structures) ● Management of Blackjack Tournaments



Truepoker.com

• Escazu, Costa Rica

• Customer Service and Fraud Agent

  • Mar 2006 - Apr 2007

  ● Customer service duties. Creating daily fraud reports. Detection of chip dumping, collusion and/or credit card fraud ● Management of credit card transactions, documents and general security procedures. Approval/ Processing of withdrawals ● Customer service duties. Creating daily fraud reports. Detection of chip dumping, collusion and/or credit card fraud ● Management of credit card transactions, documents and general security procedures. Approval/ Processing of withdrawals



Main Street Vegas Group

• San Jose, Costa Rica

• Customer Service – VIP Representative and Deposit Options Supervisor

  • Jan 2004 - Feb 2005

  ● Managing the daily operations of the online casino ( game configuration, limit setting, review of player activity, retention duties) ● Head of the fraud department of the casino, reviewing credit card transactions and payments authorization ● 3 months managing the proposition bets department of the sportsbook ● Managing the daily operations of the online casino ( game configuration, limit setting, review of player activity, retention duties) ● Head of the fraud department of the casino, reviewing credit card transactions and payments authorization ● 3 months managing the proposition bets department of the sportsbook



SBG GLOBAL

• South Africa
• 1 - 100 Employee

• Customer Service Representative, VIP Rep and CS Trainer

  • Jan 2002 - Jan 2004

  ● Responsible of attending customers through phone, chat and email ● Management of top players. Responsible of tracking activity. Avoid VIPs inactivity. ● Training of new CS agents in all areas. Worked closely with CS manager for approval and rejection of new staff members. ● Responsible of attending customers through phone, chat and email ● Management of top players. Responsible of tracking activity. Avoid VIPs inactivity. ● Training of new CS agents in all areas. Worked closely with CS manager for approval and rejection of new staff members.