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Work Background
CheekyZ SolutionsBusiness Owner
May. 2023Vancouver, British Columbia, Canada5 star customer service solutions!
CheekyZ Solutions is your one stop solution for everything! With over 20 years customer support and project management experience, our team will allow you to step away from the day to day customer service and help you build your business. We go above and beyond to offer dedicated exceptional customer service to your customer base. With a team of committed and knowledgably staff we can handle all of your support needs (24/7). Save with us and don’t settle for second rate service. Your customers deserve the best and we will ensure they will receive it! We are a Canadian based outsource service and all of our agents are based in Canada with English as their first language.
E-Commerce Support Service – experienced in shopify, big commerce, gorgias, Zendesk, salesforce and more
E-Gaming Support Service
Live Chat Support/Email Support for Customer Service
Phone Support for Customer Service
Social Media Accounts Management (Including Dm's , Commenting, Posting)
Responds to Customers order queries (whatever they need answers to)
Customer Exchange/Refund /Return Management
Compliant escalation processes
24/7 Customer Support
• Inbound Call Handling: From answering customer inquiries to resolving issues, our skilled agents are available 24/7 to provide prompt and courteous assistance.
• Live Chat Support: Enhance your website's customer experience with real-time chat support, available anytime, anywhere along with AI Chatbot solutions to handle the common asked questions.
• After-Hours Call Handling: Our dedicated team of agents is available during evenings, weekends, and holidays to handle inbound calls, address customer inquiries, and provide assistance outside of your regular business hours.
• Email Management and Social Media Management: Let us manage your email and social media communications efficiently, ensuring timely responses and superior customer satisfaction.
• Event Support • iGaming VIP Player Support/Account Management
VGWAccount Executive Team Lead
Jun. 2021 - Jun. 2023Vancouver, British Columbia, CanadaSpearheaded a team of 8 Afterhours Account Executives, elevating customer experiences and nurturing Chumba Casino advocacy among high-value players. Maintained vigilance in monitoring and delivering prompt, high-quality responses to VGW customers, ensuring unwavering commitment to excellence. Fostered cross-functional collaboration, driving collective success and refining operational efficiencies. Cultivated a culture of growth and expertise by providing comprehensive training, coaching, and mentorship to all team members. Demonstrated dedication in resolving player queries beyond satisfaction, consistently going the extra mile to ensure delight.
• Achieved high levels of Customer Satisfaction (CSAT) while overseeing AML/RSG/Compliance escalations, ensuring regulatory compliance and enhancing team productivity.
• Streamlined team operations, encompassing report management, staff rostering, escalations handling, and more, to ensure a seamless workflow.
• Implemented monthly team recognition program, reducing absenteeism from 10% to 4% within a year.
• Advocated for and recommended the establishment of a dedicated self-harm department, serving as a vital link between customers and compliance teams to uphold Chumba's compliance obligations.
• Provided comprehensive training, coaching, and mentoring to all team members through weekly 1-1 meetings and daily scrum sessions, ensuring exceptional query resolution.
• Proactively identified and minimized risks by escalating compliance-related cases while collaborating with cross-functional teams to achieve success and improvement.
Fortius Sport & HealthManager/Client Services
Jan. 2019 - Aug. 2020BurnabyDirected team of 8 Client Service Representatives in providing impeccable support to Fortius Clients, ensuring an exceptional client experience for all who engage with Fortius and the Lodge facility. Spearheaded training of client services staff and night managers, inspiring excellence in delivery of guest services. Managed daily Lodge operations, harmonizing guest services, front desk, housekeeping, and maintenance teams to maximize efficiency and uphold service standards. Collaborated closely with the Food and Beverage Manager to seamlessly arrange room setups, catering, and meeting reservations for clients, while fostering strong client and guest relationships, nurturing trust and ensuring unwavering satisfaction. Conducted comprehensive performance reviews, fostering growth and development within the team. Approved payroll and meticulously managed time-off requests through ADP, ensuring accurate and efficient processes.
iATS PaymentsCustomer Care Manager
Feb. 2018 - Aug. 2018Vancouver, Canada AreaOrchestrated 12-member team development and empowerment, establishing environment conducive to excellence in customer care and technical support. Spearheaded design and implementation of effective customer service application and created customer care dashboards, driving measurement of customer satisfaction. Developed, implemented, and managed the organization's customer service policies, procedures, standards, and strategies. Established and monitored Service Level Agreements (SLAs) to meet and exceed customer expectations. Led impactful staff/scrum meetings, effectively communicated and implemented company directives.
Urban BarnManager Customer Care
May. 2016 - Mar. 2017Annacis Island, Delta BC
Peak Potentials TrainingClient Care Manager
Dec. 2011 - May. 2015North Vancouver
Cheekyz SolutionsOperations Manager
Feb. 2008 - Sep. 2017Vancouver, British Columbia, CanadaEstablished a comprehensive 24/7 customer support hub, featuring a call center with remote agents, Zendesk Email Platform/CRM integration, Live chat, while strategically aligning existing support strategies to meet client requisites. Managed end-to-end customer support operations across various channels, including Telephone, Live Response Email, and Live Chat, overseeing project management, staffing, training, payroll, and strategically emphasizing points rewards programs, online gaming, and local sporting event support initiatives. Led charge in project development, program tracking, promotions, and customer engagement strategies, which included the creation of an exclusive VIP platform. Manned inquiries via telephone, email, and live chat, offering assistance to participants and residents affected by events like the BMO Vancouver Marathon. Actively participated in community consultations, city planning, and emergency strategy discussions with key stakeholders, including City, Ambulance, Fire, and Police.
Cheekyz SolutionsAccount Relationship Manager
Jan. 2008 - Sep. 2017CheekyZ Solutions is dedicated to assisting clients in improving the performance of their customer service and support operations by offering a 24/7 Customer Support infrastructure with modern computing, communication, and contact centre technology.
We offer a full line of services from: * Live Chat/Live Help * Live Response E-mail * Contact Centre Our state-of-the-art technologies enhance effective customer service management and contact centre services. We focus on quality and evaluate processes, customer requirements, and expectations to develop a support program that gives effective communication deliverables to existing and prospective customers.
CheekyZ Solutions is dedicated to assisting clients in improving the performance of their customer service and support operations.
▪ Implemented and managed all aspects of third-party support, training, and testing in online gaming, point reward, and other major USA programs
▪Successfully negotiated contracts with major companies such as ESPN Poker Club, Disney, Pureplay Poker, Memolink, BMO Vancouver Marathon, and many more
▪Project implementation and ongoing management on all levels ▪Lead on project development, program tracking, promotions, and customer engagement including a VIP platform ▪Assisting the team and clients with all aspects of the day-to-day management of all projects ▪Escalation of billing/subscription/compliance-related issues ▪Event support; managed the support operations on long-term and short-term programs. From a couple of weeks to several months at a time ▪Handling all inquiries via telephone, email, and live chat to support both participants and residents involved in or affected by events for the BMO Vancouver Marathon ▪Engaged in community consultations, city planning, and emergency strategies with City, Ambulance, Fire, and Police ▪EA Management: Sourcing/negotiating venues, supplies, and travel arrangements for various events and trade shows
GDI Software Inc/New Wave MarketingCustomer Service Manager/operations manager for New Wave Marketing
Jan. 2003 - Jan. 2008Vancouver, British Columbia, CanadaNew Wave Marketing was a company providing third-party support for online gaming. Initially hired in 2004 and quickly moved up to become Director of Customer Service and Operations Manager. They were bought out by GDI (futurebet) but maintained clients and support staff as a separate division of the company along with revamping and managing GDI’s support fundamentals. Increased profits by 30% in one year through department restructuring. • Managed and hired a team of 40 internal customer support representatives along with implementing and managing the outsourced call center support system (200 plus agents)
• Managed and hired a team of 5 Account Executives to support and onboard existing and new clients
• Daily weekly and monthly reports to international roster of clients along with invoicing
• Initiated email, live chat and VOIP phone systems
• Identified user technical difficulties and software issue
• Setup Malaysia Support Centre with daily audits of support agents to optimize customer response quality and weekly meetings with team leads/managers
• VIP Player management
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