Sportingtech

Technical Tools Management: Proficient in using JIRA for ticket management and resolution and Slack for effective communication with internal teams and clients.

Provider Collaboration: Extensive experience working with payment providers, casino providers, Betradar, and Betgenius, ensuring seamless integration and efficient service delivery.

Advanced Technical Support: Skilled in diagnosing and resolving complex issues in back-office systems, providing timely and accurate technical support to B2B clients.

Incident Analysis and Resolution: Expertise in investigating technical incidents, identifying root causes, and implementing solutions to minimize client and end-user impact.

B2B Client Interface: Direct interaction with corporate clients, delivering personalized technical support aligned with their specific business needs.

Process Optimization: Identifying and implementing workflow improvements to enhance efficiency and client satisfaction.

Relationship Management: Building and maintaining strategic partnerships with providers and clients, ensuring alignment with business objectives and compliance with SLAs.

System and Integration Monitoring: Continuous oversight of systems and integrations to ensure optimal stability and performance for critical operations.

Technical Documentation: Creating and maintaining clear and comprehensive technical guides and reports for clients and internal teams.

Results-Oriented Approach: Committed to providing proactive technical support and efficient solutions to maximize client experience and operational outcomes.

B2B Technical Support

GingaBet

Responsible for online Casino products (Casino and Live Casino).
Managing Casino product roadmap and ensuring product localization based on market and customer needs.
Launching new Casino games in cooperation with casino and platform vendors.
Interacting with platform and Casino content providers to fix outstanding issues, from bugs to product portfolio improvements.
Managing banners, game positioning, and overall promotions visibility.
Monitoring and reporting on Casino performance and evaluating key accounts' performance to deliver agreed Casino KPI targets.
Ensuring impeccable planning and end-to-end execution of campaigns (campaign briefing, customer segmentation, assets, and marketing materials), and then reporting/evaluating results to improve efficiency and ROI.
Managing bonus spend budget and optimizing/improving processes to achieve overall targets.
Monitoring target markets and competitors.
Working closely with the CRM team to define marketing strategies for CRM and retention activities targeting casino customers.
Reviewing and contributing to the improvement of internal processes and strategies related to Life Cycle Management, Customer Segmentation, Loyalty management, retention rate, and churn prevention, with a special focus on key segments.
Creating marketing concepts and executing effective marketing campaigns to enhance the customer experience, maximize activity to generate ROI, and increase customer lifetime value.
Working closely with internal and external stakeholders to ensure execution and quality across the board in terms of site experience and customer journeys, ensuring product consistency across all devices (desktop/mobile/tablet).
Coordinating with local marketing managers.

Casino Operations Manager

•	Leadership & Team Management: Direct a team of customer support professionals, enhancing their skills and fostering a collaborative environment. Focus on developing a team that is responsive, knowledgeable, and committed to excellence.
•	Strategic Planning & Execution: Design and execute customer service strategies that support the company's overall goals. Set and monitor key performance indicators (KPIs, OKRS, KLAUS) to gauge success and drive improvements.
•	Operational Efficiency: Manage day-to-day operations using Microsoft Teams for seamless communication and collaboration across the department. Ensure that the team delivers timely and effective customer resolutions.
•	Customer Relationship Management: Utilize Zendesk to manage customer interactions and ensure a consistent and personalized service experience. Implement feedback mechanisms to gather actionable insights, enhancing customer satisfaction and retention.
•	Training & Development: Develop comprehensive training programs to equip the team with the necessary skills and knowledge. Emphasize continuous learning to adapt to the evolving market and technology advancements.
•	Technology Integration: Leverage AWS to enhance our infrastructure, ensuring scalability and reliability in customer support operations. Advocate for the integration of advanced technologies to streamline processes and improve service delivery.
•	Quality Assurance: Establish and maintain high standards of service quality. Use Zendesk's analytics to track performance and identify areas for improvement, ensuring that service levels meet customer expectations.
•	Crisis Management: Effectively handle customer service escalations and complex issues, ensuring quick and satisfactory resolutions. Serve as the senior point of contact for major customer complaints.
•	Industry Leadership: Participate in industry forums and seminars to share insights and stay updated on best practices in customer service management.

Head of Customer Support

DUXGroup

•	Customer Support Excellence: Proven ability to provide prompt, accurate, and effective support to customers, ensuring their needs are met and exceeded, Live chat, Help Desk, Jira, Deposits, Withdrawals, payments investigation, and refunds.
•	Analytical Proficiency: Adept at analyzing customer interactions, identifying patterns, and proposing data-driven solutions to enhance service quality.
•	Problem Resolution: Demonstrated expertise in resolving customer issues, navigating complex inquiries, and implementing effective solutions in a timely manner.
•	Communication Skills: Strong verbal and written communication skills with the ability to convey technical information in a clear and understandable manner.
•	Cross-functional Collaboration: Collaborative team player with experience working closely with cross-functional teams, including IT, marketing, and operations, to address customer needs comprehensively.
•	Process Improvement: Proactively identify areas for improvement in customer service processes, developing and implementing solutions to enhance overall efficiency and effectiveness.
•	Technical Aptitude: Familiarity with CRM systems, ticketing platforms, and other customer service tools to streamline workflows and deliver seamless support.

Customer Support Analyst

BC.GAME Official

•	Customer Interaction: Handle customer inquiries and issues via phone, email, live chat, and social media channels, ensuring a swift, courteous, and effective response. Monitor and strive to meet departmental KPIs such as response time, customer satisfaction score, and issue resolution rate.
•	Tool Proficiency: Utilize customer support tools such as Lark for internal communications, Intercom for managing live customer interactions, and ComTools for workflow management. Ensure all tools are used to optimize customer interaction and internal processes.
•	Problem Resolution: Identify, troubleshoot, and resolve customer issues. Escalate complex problems to the appropriate teams while maintaining clear communication with customers. Track resolution metrics and improve problem-solving effectiveness.
•	Data Entry and Management: Accurately input and manage customer information and interaction logs in our CRM system, ensuring data integrity and usefulness. Use data to generate reports that inform management of trends and areas needing attention.
•	Feedback Collection: Actively solicit feedback from customers to improve the service process. Analyze feedback using data analytics tools embedded within Intercom and ComTools. Regularly review feedback scores and implement strategies to enhance customer service.
•	Team Collaboration: Collaborate with other team members and departments to streamline service delivery. Use Lark to maintain clear and continuous communication within the team. Participate in regular reviews of team performance against customer service KPIs.
•	Knowledge Base Maintenance: Contribute to the upkeep and accuracy of the customer knowledge base and FAQs. Use insights from customer interactions to suggest necessary updates and improvements. Regularly review knowledge base effectiveness as part of the QA process.
•	Training and Development: Participate in ongoing training to stay updated on product changes, new tools, and customer service techniques.

Customer Service Specialist

Blaze

•	Responsible for responding to customer inquiries through live chat and email, using the Zendesk Help Desk tool. Going above and beyond to ensure all customer needs are met, always providing a humanized approach in customer interactions and effectively multitasking.
•	Escalating issues to the appropriate team by creating tickets and following up with customers.
•	Verifying payment information in systems such as D24, Switch, PaymentIQ, SportsBook, and Casino.

Customer Service Representative

Avianca Brasil

•	Welcomed passengers as they arrived and checked their tickets.
•	Assisted passengers in finding their seats and escorted them to their seats.
•	Ensured that all passengers were safely seated and belted in.
•	Helped children and the elderly embark and disembark by providing physical assistance.
•	Checked each seated passenger to ensure the appropriate headcount.
•	Demonstrated the use of safety equipment such as oxygen masks and provided advice on what to do during emergency situations.

Flight Attendant

Hard Rock Hotel San Diego

Responsible for all Hotel beverages and supplying the rooms with them.
•	Delivered orders to guests and meeting rooms promptly.
•	Responded to all guest queries regarding menu items and beverages.
•	Processed cash and credit card guest payments.
•	Double-checked guest food and beverage orders for accuracy before serving.
•	Arranged dining tables neatly as per restaurant standards.
•	Informed VIP guests of special menu items and options.

Room Services/Bar Supervisor

Lahmanno Rio Comercial Cirurgica LTDA

•	Ensured efficient workflow of all financial office processes.
•	Investigated ways to improve profitability.
•	Analyzed markets for business opportunities.
•	Delivered client-focused solutions by translating customer needs and expectations into tailored strategies that enhanced overall satisfaction.
•	Successfully managed multiple Partners with distinct needs and priorities, ensuring a personalized approach to each client and maintaining a high level of attention to detail and deadlines.
•	Established and maintained strong, long-term relationships with dedicated clients through consistent communication and frequent face-to-face meetings.
•	Took full ownership of customer relationships, serving as the primary interface between client accounts and the company.
•	Resolved ongoing issues and problems efficiently and in a timely manner, demonstrating a proactive approach to maintaining client satisfaction.
•	Understood customer business specifics and objectives, aligning solutions with their unique goals to enhance the overall partnership.
•	Grasped the objectives and logic behind each client request, effectively reporting cases to the appropriate internal teams for streamlined issue resolution.
•	Collaborated seamlessly with internal teams, including IT, marketing, finance, and legal, to address client needs comprehensively and ensure a cohesive service delivery.

Account Manager

As a seasoned professional with over 14 years of global experience, I specialize in delivering customer service excellence, strategic team leadership, and innovative solutions across the iGaming, aviation, and hospitality sectors. Currently serving as Head of Customer Support and Casino Manager at InplayBet, I lead with a focus on optimizing customer journeys, managing key casino operations, and driving CRM and retention strategies to achieve ambitious KPIs.

My expertise includes launching and localizing online casino products, overseeing promotional activities, and ensuring seamless user experiences across platforms. I excel at fostering collaborative environments, aligning cross-functional teams, and leveraging advanced tools like Zendesk, LiveChat, Intercom, FreshChat, Jira, AWS, and CRM platforms to enhance operational efficiency and client satisfaction.

With a proven track record in account management, customer success, payment processing, and lifecycle management, I have consistently driven growth by implementing data-driven strategies and innovative marketing campaigns. My international experience in the USA, UK, and Canada has equipped me with a deep understanding of diverse markets and customer behaviors.

I am passionate about improving service delivery through technology integration, process optimization, and team empowerment. Fluent in English and Portuguese, with intermediate Spanish, I am eager to continue leading impactful initiatives in the dynamic, growth-oriented iGaming industry.

Key Skills:

    Customer Service Excellence
    Casino Operations Management
    Account Management
    Team Leadership & Training
    CRM & Retention Strategies
    Payment Solutions & Analytics
    Marketing Campaigns & Localization
    Bilingual: English/Portuguese (Spanish: Intermediate)

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