VIP Manager

• Aug 2022 - Present

- Managing operations, performance and development of a team of VIP Account Managers (VIP Management day-to-day, Quality service, financials, personal growth and coaching) - Accountable for developing & delivering the VIP Management Strategy fully aligned to the company's brands. - Managing the team of VIP account managers through recurring team meetings, one-to-one catch-ups, quarterly performance reviews and tailored training & coaching in order to upskill them. - Monitoring and analyzing customer activity and behaviour to identify drops and spikes, proactively acting on opportunities to enhance the player's experience and the value to the customer. - Accountable for driving VIP revenues against agreed and specific KPIs. - Responsible for developing and launching tactics to retain, upsell & win back high-value VIP customers. - Running the portfolios and ensuring the is done work within budgets for customer bonuses and events, whilst also working towards turnover and revenue targets. - Identifying and actively searching for potential VIP customers and encouraging them to do their future with the company. - Evaluating and reporting on VIP activities and performance on a daily/weekly/monthly basis. - Identifying potential areas for growth and development and submit proposals to the COO. Show less

VIP Relationship Manager - Team Leader

• Jan 2020 - Jul 2022

Managing the team of VIP Account SpecialistsCoaching, monitoring and evaluating VIP Account Specialists to ensure maximum performance within corporate guidence, resolving any issues escalated from VIP SpecialistsProviding QA feedbacks to the teamImplementing processes to ensure Account Specialists are result and statistic drivenWorking closely with Country Manager to support regional and brands strategies

VIP Relationship Manager

• Nov 2018 - Dec 2019

Building rapport with the most valuable assigned VIP clientsReviewing VIP accounts daily to assess the tier level of VIPs and optimize VIP activities; providing inter-departmental reports to anticipate future levels of contacts for forward planning of the VIP scheduleCreating personalized promotions and retention campaigns customized for VIPEnsuring risks and issues are escalated to the Head of VIPMonitoring and evaluating VIP players to ensure maximum LTV

Customer Service Specialist

• Aug 2018 - Nov 2018

Data Analyst

• Sep 2016 - Jan 2017

Transcribing and analyzing Financial Reports, text images, financial statements, and product data. Recognizing optical characters Transcribing and analyzing Financial Reports, text images, financial statements, and product data. Recognizing optical characters

Youth Volunteer Representative

• Apr 2015 - Oct 2016

Reaching the community with life-saving key messages. Coordinating with local stakeholders, government stakeholders, and Yuwalaya. Support district focal person and community volunteer, for the effective implementation of the Yuwalaya project. Reaching the community with life-saving key messages. Coordinating with local stakeholders, government stakeholders, and Yuwalaya. Support district focal person and community volunteer, for the effective implementation of the Yuwalaya project.

Interpreter/Translator (Customer-Care)

• Dec 2015 - Aug 2016

Translations and interpretations of conversations from astrologers to customers. Translations and interpretations of conversations from astrologers to customers.