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Work Background
FreelanceBusiness Consultant
Sep. 2025
Yellow Social InteractiveHead of Customer Excelence
Nov. 2024 - Sep. 2025Gibraltar
Yellow Social InteractiveHead of Customer Service
Apr. 2023 - Feb. 2025Gibraltar
Yellow Social InteractiveCustomer Service Support Manager
Apr. 2021 - Feb. 2025Gibraltar
GamesysCustomer Support Team Lead
Aug. 2018 - Apr. 2021Gibraltar
888holdingsShift Manager
Apr. 2017 - Aug. 2018GibraltarMy team ensures a 24-hour coverage as the shift manager team in Gibraltar is the escalation point for all issues that may rise regarding all products we support: casino, Live casino, poker, sport betting, Live sport betting, Bingo for both 888 and all white labels supported. Managing all aspects of planning, training and developing the support team in order to provide the best customer service experience to our members Selected Contributions: • People management – feedback and coaching for the support team • Responsible gaming actions • Escalation calls / RG calls (Self exclusions, addictions suicidal members) • Queue management • Escalation of any issue that any of our offered products may encounter and keeping all relevant departments looped in the threads • Liaising with all other departments • Creating daily written reports advising of the current volumes and the actions taken to deal with the volumes • Coordinating projects provided by the organization
UNIQAManager Contact Center
Mar. 2016 - Apr. 2017Bucharest, Romania•Managing the daily running of the call center, effective resource planning and implementing call center strategies and operations •Setting and meeting performance targets for speed, efficiency and quality •Ensuring all relevant communications, records and data are updated and recorded •Liaising with team leaders, operatives and third parties •Monitoring calls to improve quality, minimize errors and track operative performance •Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR •Reviewing the performance of staff, identifying training needs and planning training sessions •Developing new procedures; organising staffing; preparing reports •Handling the most complex customer complaints or enquiries •Monthly performance feedback and coaching to each member of the team •Forecasting and analyzing data against budget figures on a weekly and monthly basis. •Monitoring all processes involved in daily task
Telekom RomaniaCustomer Care - Retention Supervisor
Feb. 2008 - Apr. 2016I have been the Manager of a team of over 25 agents by delivering procedures, call flows and sales strategy. As a supervisor, my main responsibilities were: •Developing, implementing and monitoring different projects: Renewal proactive campaign, Surveys, Up-sell, Renewal reactive campaigns •Planning the Sales Campaigns for the Retention program / outbound proactive and reactive retention campaigns •Planning the inbound activities •Recruiting and interviewing prospective team leaders •Creating teaching materials – CRM appications; Genesys; MediaTel; NICE recording system •Recruiting and interviewing prospective agents, building new teams for different projects •Coordinating and monitoring the activities of the Retention Save Desk team •Coordinating the activities of my team, providing training in accordance with the established programs •Providing support for the agents in their daily activities •Monitoring all processes involved in daily task •Monthly performance feedback and coaching to each member of the team •Take over the attributes of the department manager under special circumstances •Daily, weekly, monthly reports •Active participation in the implementation of new processes and procedures, being involved as a Loyalty and Retention representative in the implementation of the CRM in Customer Service – Siebel •Developing new projects that were meant to increase contact rate through Genesys system •Planning and implementing a new phone infrastructure for the sales team from Genesys to Bria I was the liaison between Telemobil retention office and Cosmote when the two companies merged, trying to provide a complete overview of the entire process. Implementing and overseeing the reactive and proactive campaigns in terms of productivity, efficiency and customer satisfaction I coordinated, monitored and developed all the Retention campaigns as the Project Manager of this process
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