In the new role, as the Head of Service Operations, I'll be leading a talented team to enhance our service delivery, drive operational excellence, and ensure the highest levels of customer satisfaction in the dynamic gambling industry. I'm eager to bring my experience and passion for service operations to this innovative and forward-thinking company.

As a Head of Player Engagement and Retention, I lead the strategy and execuction of initiatives designed to enhance player satisfaction, increase retention rates, and foster a loyal player base. I collaborated with cross-functional teams to develop and implement data-driven engagement campaigns, loyalty programs and personalized experiences that resonate with our diverse player community. My role was to analyze player behavior, identify key trends and leveraging insights to optimize player journeys and long-term retention strategies. My responsibilities were to develop and oversee player engagement and retention strategies. In addition, I used to design and implement personalized player experiences and loyalty programs. Collaborated with marketing, product, VIP and customer support teams to enhance player satisfaction. Monitored and reported on the effectiveness of engagement initiatives. Continuously innovated and optimized engagement tactics to drive player loyalty

Monitored department and individual performance, seeked ways to improve team delivery for optimised financial and quality success. Recruited, coached and mentored junior team members, regularly assessed knowledge and skills gaps while implementing corrective action. Used excellent problem-solving and issue-resolution strategies to rectify difficulties effectively and quickly. Managed team by offering support and constructive feedback to improve skills and maximise team’s potential. Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities. Listened to team members' feedback and proactively addressed concerns. Achieved management objectives, consistently hitting deadlines and performance targets. Evaluated employee skills and optimised assignments to best use individual talents and knowledge. Established monthly goals, communicated priorities with staff and closely tracked progress to achieve success. Encouraged staff to learn and develop new skills to meet individual and team goals.

Raised technical incidents and coordinated them. Performed BAT and controlled technical maintenance. Monitored websites' functionalities, Support and Sales Key Performance Indicators (KPI) - chat response rate, email reply time, Live QA. Closely worked with and provided feedback to QA experts, TLs and managers. I was the agents' and account managers' escalation point. Monitored operations teams to ensure employees followed relevant procedures and worked towards defined KPIs. Closely monitored team performance by conducting observations and tracking key metrics, identified and managed underachievers appropriately.

Responded to agents' queries and escalations in a timely and accurate manner. Effectively handled customer complaints which were putting the business into a potential risk, using soft skills to resolve issues and maintain customer satisfaction. Kept updated on the latest company offers, sales and deals to communicate them with customers when upselling. Boosted client retention by establishing sales goals and securing targeted numbers. Shared comprehensive brand and product knowledge to maximise sales.