Omnitas Consulting

Customer Success Manager

Gaming Innovation Group

A mix between Project Manager, Onboarding Manager and Product Owner, I help B2B clients get the most out our products. To name some of my tasks: 

- Taking care of new feature requests and making sure they end up with the right developers/team, following up and keeping the client up to date on progress.
- Onboarding new clients and help them get up to speed on GIG products. This can include RG journeys, FE work and setup, CRM journeys, Service Emails, Loyalty and Bonus setups and Logic journeys. 
- First point of contact for our in-house Rules Engine Logic and it's applications for our clients. This usually includes RG journeys, CRM journeys, segmentation and Risk and Fraud prevention.  

Apart from these tasks, I also take on internal projects in order to further improve our products and client offerings. From investigations to building business cases to testing and implementation. 

I've also been helping the CRM team with delivering for GIG's Managed Services with everything from campaign setups to consultancy.

Client Success Manager

Provided above and beyond, personal service to VIP players on one of GIG's biggest brands. Created and structured loyalty campaigns in order to drive engagement and revenue for the brand. Took it upon myself to learn an in-house product to provide customised journeys for players to give the best online experience.
 
Coordinated with Operations to provide a smooth KYC and Payments journey for both new and older VIP's and also took care of both facets personally when required.

VIP & Loyalty Manager

Together with the other team leaders, I have been part the foundation of our customer support, constantly working to improve KPI's and the general customer experience. Our target is to become the best customer support available and provide our customers with the best experience in the industry. Constantly reaching to achieve first contact resolution I am responsible for training our already experienced advisors in further developing and honing their skills. This includes payments access and training, KYC and documents training, second line escalations and game providers training. By granting the advisors more knowledge and access, the customer's journey from signup to withdrawal can all be done by our advisors without extra steps. 

I am also in charge of the first steps of recruiting which means that we have the first interviews with the candidates and also the one evaluating the competency evaluation they have to pass in order to go further in the recruitment process.

I am also in charge of several projects focused on improving our customers experience. I have been in charge of the upkeep of our chat system and finding ways to improve it. I have also been involved in the setup and training of a new branch of Customer Support in another country.  

I was the Project manager for the integration of the B2B operator SkyCityCasino and Customer Support. 

Everything in the customer's journey from sign-up to eventual account closure goes through support and being the face of the company, it's imperative the customer service matches the high standard our customers expect.

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