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Work Background
AbionProject Coordinator
Jun. 2024Malta
DAZN BetOperations Manager
Nov. 2023 - Jan. 2024Sliema, Malta
LeoVegas GroupOperations Systems Manager
Apr. 2021 - May. 2023MaltaAs Operations Systems Manager I work directly with the Director of Operations in order to ensure all Operations systems under the main areas are functional, efficient, and worth the investment. Tasks inlcuded: - Select software, take care of SOWs and POCs, contract negotiations, onboarding process, set up, and upkeep. - Ensure upkeep of current software by managing a team of highly trained specialists.
- Improve software and ensure all systems are up to date with the latest regulatory requirements. - Focus on project launches and technical project management to ensure systems, regulatory, and business requirements are catered to during expansion and project development for LeoVegas. - Work on internal projects across 4 Operational areas in order to better the experience of our players, as well as agents. Areas of expertise: - Customer Support Systems (CRM, AI, RPA)
- Risk, Fraud, and Payment (KYC, Fraud) - AML (Jurisdiction-specific, Other)
LeoVegas GroupCS Systems and Projects Manager
Apr. 2020 - Apr. 2021MaltaAs CS Systems Manager I worked directly with the Director of Operations in order to ensure all the Customer Support applications were functional, efficient, and worth the investment. Tasks inlcuded: - Select software, take care of SOWs and POCs, contract negotiations, onboarding process, set up, and upkeep. - Ensure upkeep of current software by managing a team of highly trained specialists.
- Improve software and ensure all systems are up to date with the latest regulatory requirements. - Focus on project launches and technical project management to ensure systems, regulatory, and business requirements are catered to during expansion and project development for LeoVegas. - Work on internal projects in collaboration with other Systems Managers in order to better the experience of our players, as well as agents. Areas of expertise: - Customer Support Systems (CRM, AI, RPA)
LeoVegas GroupCS Quality Assurance Team Leader
Nov. 2019 - Apr. 2020maltaAs Quality Assurance Team Leader for Customer Support I have lead a team of Quality Control Analysts and Training Specialists through providing overall direction, implementing best practices, performance improvement audits, calibrations and continual enhancement of training plans and performance measuring tools. Tasks included: - Creating and deploying quality assessment procedures, and policies geared towards driving exceptional customer service.
- Monitoring and reporting on applicable KPIs and other reporting needed to find opportunities for improvement.
- Continuously looking for ways to improve customer touchpoints.
- Identifying and analysing emerging trends/gaps in customer interaction data; address opportunities for development and proactively develop solutions.
- Delivering and overseeing the training of individuals or groups of employees via a dedicated Learning and Development team.
- Management and constant improvement of knowledge-based articles and workflows.
- Working closely with the Customer Support Leadership team on coaching opportunities to recommend new strategies, policies, and procedures that further our reputation in excellent customer service.
- Monitoring complaints and working towards reducing their numbers via improved processes and workflow.
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