Experience

TELUS International Bulgaria

• Bulgaria
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Operations Multi Skilled Rep

  • Sep 2022 - Present



Self-employed

• Management Consultant

  • 2020 - Mar 2021



Indipendent Consultant

• United Kingdom
• Advertising Services
• 300 - 400 Employee

• Customer Service Consultant

  • 2020 - 2020



WH Partners

• Malta
• Law Practice
• 1 - 100 Employee

• Independent Consultant

  • Feb 2017 - 2020

  Assisting foreign companies to set up their own business in Malta

• Independent Consultant

  • Jan 2017 - 2020



Sogno di Tolosa Ltd

• Malta

• Customer Service Manager & KeyOfficial

  • Sep 2011 - Jan 2017

  Carrying out daily administrative duties at customer support Training and mentoring a customer service team on how to provide active assistance, acting as an escalation point for more complex customer issues to ensure that all issues get resolved satisfactorily and in a timely manner Preparing work schedules for the team Supporting the team in handling customers disputes Dealing on daily basis with Banks, Service providers (APCO, BMIT , WIREX etc) , Payments and daily administrative duties. Utilizing a number of detection and investigation techniques in order to identify high risk accounts, detect unusual activity, investigate and subsequently close suspicious accounts; Processing incoming and outgoing monetary transactions, carrying out security checks on credit and debit cards, screening of credit cards for fraud prevention; Adhering to Know Your Customer Process and ensure that all employees in the company are also adhering to this process; Office Management. Acting as Key Official of the Company and fulfil all responsibilities in this regard in line with gaming regulations in force. Responsible for all compliance and regulatory procedures. Monthly reports to the LGA Incident Report communication to LGA System and Compliance Audits with LGA Show less



IG&P

• Customer Service Manager

  • Apr 2011 - Sep 2011

  Training customer service team for any aspect concerning back office management, responsible gaming procedure and AML procedure; Carrying out daily administrative duties at customer support Preparing work schedules for the team Supporting the team in handling customers disputes Verifying the authenticity of customer documents for anti-fraud procedures. Processing incoming and outgoing monetary transactions, carrying out security checks on credit and debit cards, screening of credit cards for fraud prevention. Show less



bet365

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

• advisor

  • Mar 2010 - Apr 2011

  Acting as Key Official of the Company and fulfil all responsibilities in this regard in line with gaming regulations in force. Answering queries via email, chat and telephone Carrying out translations, web content and newsletters Informing customers regarding ongoing promotions and game rules Taking part and be responsible for administrative tasks Contributing to a stimulating and positive job environment Acting as Key Official of the Company and fulfil all responsibilities in this regard in line with gaming regulations in force. Answering queries via email, chat and telephone Carrying out translations, web content and newsletters Informing customers regarding ongoing promotions and game rules Taking part and be responsible for administrative tasks Contributing to a stimulating and positive job environment



Betcircuit Ltd

• London, United Kingdom

• Affiliate Supervisor

  • Sep 2008 - Feb 2010

  Communicating with affiliates on a regular basis via e-mail and phone, negotiating commercial deals in order to maximize their profitability in line with Company guidelines and targets; Conducting weekly review of betting behaviours and other KPIs to optimise customer experience and site usage, periodical tailored CRM activities; Liaising with current affiliate by providing timely support, prompt payment processing and incentives to increase retention; Monitoring competition, the performance of the affiliates, the quality of their players and their revenues to ensure timely action is taken to maintain economic targets/goals; Affiliate performance management with production of weekly and monthly reports; Ensuring that action decided after examination of Black List is put into practice Show less



Punto Net Bet Internet Point and Betting Shop –(Italy)

• Italy

• Shop Manager

  • Jan 2004 - Apr 2008

  Responsible for shop set up Managing internet desktop Cash handling Managing relationships with Agent Organising Sports Events calendar Managing invoice payment and registration Liaising with Company Accountant Responsible for shop set up Managing internet desktop Cash handling Managing relationships with Agent Organising Sports Events calendar Managing invoice payment and registration Liaising with Company Accountant