Experience

Twin
• Austria
• Business Consulting and Services
• 1 - 100 Employee
• CRM Campaign Coordinator at Twin

  • Oct 2021 - Present


EnergyCasino

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

• CRM Execution Coordinator

  • May 2021 - Nov 2021

• Customer Support Senior Shift Leader

  • Mar 2021 - May 2021

• Customer Support Shift Leader

  • Mar 2020 - Feb 2021

  • Completing the overall monitoring process, ensuring consistency in your application, accurate in your recording and timely in your feedback.• Carry out work related specific projects that may be generated as a result of the enquiry monitoring process.• Identify operational standards from which measurement of quality improvement will be driven.• Provide feedback to the Customer Contact Operations Leadership Team in order that everyone will receive Enquiry Quality results.• Highlight to the Customer Operations Leadership Team any issues identified via monitoring process that may require immediate action to resolve or activity potentially damaging to the organisation.• Identify those processes / methods of operation which can be improved.• Work to a structured process which ensures the correct quantity & quality of enquiry monitoring is completed during each month• Meet pre-determined operational Key Performance Indicators.• Identify ways to improve the customer journey through the monitoring process, customer feedback & project work streams• Coordinate and manage our knowledge web ensuring that services are user-friendly, in line with current promotions and terms and conditions• Consider customer experience when using our products on site and suggest changes where needed• Update and maintain all the quality and knowledge tools used throughout Customer Support• Amend all the internal procedures, process manuals and training material to maintain high level quality across the department• Compile and distribute training feedback forms and quality surveys across the department• Forge positive working relationships with colleagues throughout the business.• To develop self in order to increase personal contribution to the role.• Focus on costs, process improvements and/or efficiency to contribute to the profitability of the business.• Reinforce the culture and core values of the group through appropriate behaviours and actions Show less

• Customer Support

  • Mar 2019 - Mar 2020

  • Responding promptly and effectively to incoming customer enquiries through various channels including live chat, phone, and email.• Building and developing customer relationship.• Ensuring that more complex customer issues are followed up and resolved in a timely manner.• Giving feedback on recurring customer issues Team Leader/Shift Leader and relevant internal departments.• Contributing to the ongoing development and improvement of the customer experience.• Supporting implementations of new products, processes, and policies.• Contributing towards successful achievement Customer Support KPIs as well as your own individual productivity and agent satisfaction targets.• Achieving high levels of the first-call resolution for all customer contacts.• Performing translations for the Customer Support Department and any other department in the company as required. Show less



Casino Malta

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

• Casino Dealer

  • Aug 2018 - Jan 2019

  • Keep record of the bet amount accurately and collect bets from losers and pay bets to winners appropriately. • Handle table games as per established guidelines. • Understand and follow gaming procedures at all times. • Remind players about rules and regulations of the games. • Ensure that gaming table is ready with required wagers to proceed. • Report any unlawful act to the floor manager immediately. • Maintain game pace fast and smooth by handling cards, chips, money, dice and other equipment efficiently. And more Show less



Dragonara Casino

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

• Casino Dealer

  • Nov 2016 - May 2018

  ● Customer Service ● Ensure continuous deal optimisations ● Assure on-time payments ● Act as the key point of escalation for any high level issues that affect Services ● Thrive in a busy and target-driven environment ● Full of positive attitude and energy ● Provide accurate, precise and quick numbers for clients and managers ● Exhibiting high levels of attention to detail ● Quirky and with incredible people skills ● Provide accurate, precise and quick numbers for clients and managers ● Monitor game operations to ensure that house rules are followed ● Ensure continuous deal optimisations ● Assure on-time payments ● Act as the key point of escalation for any high level issues that affect Services ● Thrive in a busy and target-driven environment ● Full of positive attitude and energy ● Exhibiting high levels of attention to detail ● Quirky and with incredible people skills ● Monitor game operations to ensure that house rules are followed Show less



Broadway Casino

• United States
• Hospitality
• 1 - 100 Employee

• Inspector

  • May 2012 - 2016

  ● Customer Service ● Perform paperwork required for monetary transactions, participating and contributing towards the updating of the department's ● Provide accurate, precise and quick numbers for clients and managers ● Record issue receipts, and pay off bets ● Full of positive attitude and energy monitor and verify the counting, wrapping, weighing, and distribution of currency and coins ● Direct workers compiling summary sheets for each race or event to record amounts wagered and amounts to be paid to winners establish ● Maintain banks and table limits for each game, evaluate workers' performance and prepare written performance evaluations, monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to. Show less



Kar-Promotor

• India
• Construction
• 1 - 100 Employee

• Manager promoter

  • 2008 - 2013

  Customer development, identify and develop new business and lead acquisition initiatives and optimizing strategic partnerships, develop and facilitate effective business and relationships at all levels, targets in line with business strategy, development in management event and company goals, build sustainable relationships and trust with customer accounts through open and interactive communication Customer development, identify and develop new business and lead acquisition initiatives and optimizing strategic partnerships, develop and facilitate effective business and relationships at all levels, targets in line with business strategy, development in management event and company goals, build sustainable relationships and trust with customer accounts through open and interactive communication