Craig Ackerman Email and Phone Number

Summary of the Role:It is my responsibility to own the user journey and user experience for all customer facing retention websites and products. I am expected to influence and drive improvements, new initiatives and ad hocprojects across all Spin Group products. I work closely with UX/UI Designers to deliver the best possible user experience for our customers.Duties:Drive user centric product development.Critically interrogate existing user journeys within our product and optimise for maximum ROI, value, and user experience.Constant competitor analysis and staying up to date with industry research.Collaborate with Analytics and CX teams to make data driven decisions in the product development lifecycle.Keep up to date with current web design and usability trends and best practices.Build and maintain relationships with various support departments and service providers (e.g. Business Intelligence, Digital Marketing, Software Development, Translations, Bulk Communications).

DigiOutsource is a part of a NYSE- listed, global technology and e-commerce leader that operates a host of online casinos. In my role as Retention Specialist, it is my duty to oversee the content management strategy for the games that we offer.Among other duties, I:oversee the addition of new products to the various online platforms;create brand strategies for specific retention-based goals;act as business user and subject matter expert for our various products;liaise with developers, Product Owners, Tech Leads on a daily level and represent the business's needs;conduct competitor analyses and maintain general maintenance from a business perspective for the components of the platform that I am responsible for.Amidst these daily tasks, I also am responsible for maintaining detailed reports and real-time monitoring of the activity on our platforms. I regularly conduct analyses of all kinds of data sets against various KPIs.Finally, I often present my work to high level stakeholders as my role is in a key position to bridge the gap between business and technology departments.

Digiprocessing is a payment processing company and sister company to DigiOutsource - an operator for a host of online casinos.In this Shift Support role for the Banking department, I was responsible for 24-hour monitoring of various kinds of incoming data all relating to the processing of monies in and out of the business.Here, we worked in teams and would serve as the customer support agents for the processing firm.Primarily, I dealt with B2B tickets and issues, live monitoring via alerting protocols and Kibana boards, and retrospective monitoring in order to investigate previous issues.

Here I was a call center host for an online casino platform. This position called for consistent focus and composure in a high-paced, 24/7 environment. Inbound contacts were the bulk of the work, mostly relating to BAU customer queries, but often entailed complex risk and fraud related concerns.I also had to award customers with comps and other incentives after doing an on-the-spot analysis of their lifetime value as a returning player.KEY JOB RESPONSIBILITIES:Providing world-class service to all of our customers.Inbound & Outbound contact management.24/7 shift environment.Highly team-oriented.Liaising with the Senior Management to hand over customer related issues.Enhancing/improving player /customer experience and relationships.Awarding incentives/rewards based on real-time analysis of customer value.At the end of 2016 I was voted "Player of the year" by my colleagues for being the most outstanding member in the team.

*Encouraging brand awareness*Pushing sales*Making consumers aware of new promotional efforts*Ensuring enough stock is on hand to satisfy demand*Monitor competitor promotional efforts*Attend training where possible

Initially I was appointed as a driver to collect and deliver materials to various construction sites in the Johannesburg and Pretoria areas. Later I was appointed as Office Manager and was responsible for ordering, collecting, managing and transporting materials. I was alsocharged with setting systems in place to monitor stock levels,representing office staff, and general neatness in the workplace.