Experience

Rootz LTD

• Malta
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Casino Manager

  • Apr 2022 - Present

  Malta



GAMING1

• Belgium
• Gambling Facilities and Casinos
• 400 - 500 Employee

• Product/Account Manager

  • Nov 2018 - Apr 2022

  Smartcity, Kalkara, Malta



Pragmatic Play

• Gibraltar
• Software Development
• 700 & Above Employee

• Key Account Manager

  • Apr 2018 - Oct 2018

  Malta My tasks include: • Presenting the product to prospects, negotiate commercial terms and close the sale cycle. • Manage the deployment process of the product from A to Z, including the technical integration when needed. • Develop accounts to ensure future growth of overall business with them. Proactively grow the business by identifying and qualifying opportunities • Develop sector and market expertise and take a consultative approach to gain a clear understanding… Show more My tasks include: • Presenting the product to prospects, negotiate commercial terms and close the sale cycle. • Manage the deployment process of the product from A to Z, including the technical integration when needed. • Develop accounts to ensure future growth of overall business with them. Proactively grow the business by identifying and qualifying opportunities • Develop sector and market expertise and take a consultative approach to gain a clear understanding of the customers’ business drivers and requirements • Develop strong customer relationships at required levels and functions across the customers’ organizations • Continual monitoring of user feedback to anticipate business needs and forward them to the Product department Show less



William Hill International

• Malta
• Gambling Facilities and Casinos
• 100 - 200 Employee

• Casino Operations Lead

  • Nov 2017 - Feb 2018

  Sliema, Malta Our main task is making sure the day to day tasks within the Casino team are being handled and any outstanding work is done in a timely matter. On top of this, I take care of most of the onboarding of new content and make sure that deadlines are met.

• Casino Marketing Manager

  • Jan 2017 - Oct 2017

  Sliema, Malta Being the link between the existing Casino team, the Daily Show managers and the Marketing team, I ensure that all information provided reaches the correct department. After this, a clear path is formed to guarantee that the marketing and promotions run smoothly. This creates a functional link between departments and makes sure we can always offer fun and exciting offers for the customer base.

• Casino Content Manager

  • Oct 2016 - Dec 2016

  Our main tasks consist of optimisation within our Casino and Live Casino products. This is realised trough awareness of our customer's needs and expectations, the joint experiences of our Casino Team and the monitoring of weekly/monthly reports to ensure a solid, yet innovative, customer-centered product of entertainment. Further tasks would be, but are not limited to, helping other departments to ensure that all processes are being handled in a smooth and professional way and… Show more Our main tasks consist of optimisation within our Casino and Live Casino products. This is realised trough awareness of our customer's needs and expectations, the joint experiences of our Casino Team and the monitoring of weekly/monthly reports to ensure a solid, yet innovative, customer-centered product of entertainment. Further tasks would be, but are not limited to, helping other departments to ensure that all processes are being handled in a smooth and professional way and collecting/communicating information, vital to providing solutions for the possible issues at hand.

• Junior Casino Manager

  • Apr 2016 - Oct 2016

  Malta As part of the Casino team, it was our joint responsibility to ensure that everything within the Casino Product (and Live Casino Product) happened in a smooth way. Furthermore, optimisation was a great deal of my daily tasks. This through weekly/monthly reporting, as well as cooperation with my Head Of Casino, Casino Manager and Technical Casino Manager. We also provided help and information to other branches within the company and collected and/or communicated any found issues to the… Show more As part of the Casino team, it was our joint responsibility to ensure that everything within the Casino Product (and Live Casino Product) happened in a smooth way. Furthermore, optimisation was a great deal of my daily tasks. This through weekly/monthly reporting, as well as cooperation with my Head Of Casino, Casino Manager and Technical Casino Manager. We also provided help and information to other branches within the company and collected and/or communicated any found issues to the relevant department for fixing or updating.



Betsson Group

• Malta
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Dec 2014 - Apr 2016

  Customer service representative for Betssongroup. My tasks were, but were not limited to, providing a fitting and professional service for brands like Oranje Casino, Kroon Casino, Betsson, Casino Euro, Euro Casino, etc.



Besedo

• Sweden
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Care Professional

  • Nov 2013 - Feb 2014

  Gzira, Malta - Pre-review ads to ensure content quality and either approve or refuse them depending on whether they apply to the documented rules or other written instructions - Post-reviewing of ads on the public site in order to detect non desired content - Review e-mails to identify frauds and take appropriate action - Manage filters - Translating customer request before sending it to the relevant department, so that they can provide us with more information, a solution for the customers… Show more - Pre-review ads to ensure content quality and either approve or refuse them depending on whether they apply to the documented rules or other written instructions - Post-reviewing of ads on the public site in order to detect non desired content - Review e-mails to identify frauds and take appropriate action - Manage filters - Translating customer request before sending it to the relevant department, so that they can provide us with more information, a solution for the customers query or problem or just making sure that they fully understand the need of the customer. - Investigate customer's request of reimbursement or error in the activation of payed services before sending these to the relevant department, so that they can provide us with more information, a solution for the customer's query or problem, or just making sure that they fully understand the need of the customer. - Handle the daily management of all incoming customer support inquiries by e-mail (customer support) Show less



Kindred Group plc

• Malta
• Gambling Facilities and Casinos
• 700 & Above Employee

• Customer Care Professional

  • Apr 2013 - Oct 2013

  Gzira, Malta - Provide customer service to customers via telephone, Live Chat and e-mails in your native language/s - Review e-mails and system warnings to identify frauds and take appropriate action - Perform outbound calls according to the company policies and corporate values - Guide customers through the site and assist them in using the various services and products offered. - Translating customer request before sending it to the relevant department, so that they can provide us with more… Show more - Provide customer service to customers via telephone, Live Chat and e-mails in your native language/s - Review e-mails and system warnings to identify frauds and take appropriate action - Perform outbound calls according to the company policies and corporate values - Guide customers through the site and assist them in using the various services and products offered. - Translating customer request before sending it to the relevant department, so that they can provide us with more information, a solution for the customers query or problem or just making sure that they fully understand the need of the customer. - Looking up personal records regarding gamerounds, and investigate these rounds to prove or disprove whether or not the system has correctly handeled the bet. - Resolve all sorts of technical problems reported by customers - Handle both written and verbal internal communication. Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Customer Care Professional

  • Oct 2012 - Mar 2013

  Belfast, United Kingdom - Helping customers with their queries and questions in a timely manner, preferably from the first time. - Maintaining the highest possible form of account and data security. - Being the first point of contact for queries and problems, keeping a polite, pleasant and trustworthy profile. - Translating customer request before sending it to the relevant department, so that they can provide us with more information, a solution for the customers query or problem or just making sure that… Show more - Helping customers with their queries and questions in a timely manner, preferably from the first time. - Maintaining the highest possible form of account and data security. - Being the first point of contact for queries and problems, keeping a polite, pleasant and trustworthy profile. - Translating customer request before sending it to the relevant department, so that they can provide us with more information, a solution for the customers query or problem or just making sure that they fully understand the need of the customer. - Handle angry customers that have tried to fraud the system, e.g. Account creation as a minor, Phishing/Spoof, fraud, etc; in a polite yet strict way. - Review e-mails to identify frauds and take appropriate action. Show less



Nissan Motor Corporation

• Japan
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Care Professional

  • Mar 2012 - Oct 2012

  Belfast, United Kingdom - Take on phone calls and e-mails from customers. - Be the first point of contact regarding to their problems or queries. - Translate the queries of our customers to then send them to our relevant department, so that they can provide us with more information or a solution regarding to the customer's query. - Maintain a professional yet polite and trustworthy profile. - Open up complaints for customers, escalating to the relevant department if necessary.