Expansion of responsibilities within our team giving me more accessibility to improve our work processes and make them more efficient, as well as taking on a team management role as and when required by my line manager

My role within the CRM team is to work across all markets and brands with the primary aim of creating automated responsive CRM automations for Betsson Group customers, using a wide range of real-time data sources and CRM Tools such as KNIME Analytics, SalesForce Marketing Cloud and SQL Server. This includes but is not limited to:• Assisting Central CRM in the execution, automation and monitoring of CRM campaigns • Collecting requirements for automation from internal stakeholders and model the required processes, data needs, etc. • Liaising with other departments and internal stakeholders to use the adequate data techniques for automation setup • Executing and implementing campaigns and automations • Documenting campaign plans to maintain visibility on CRM operations • Iterating campaign results, following-up their performance and making changes on setup where required • Providing expertise on all CRM tools both internal and external• Being part of the On-Call service to provide stakeholders with full and constant support

• Maintaining and developing software systems used within Betsson's Customer Service department, using various languages and tools such as : - Java, CSS, HTML, PHP and SQL - AWS, Git Kraken, Docker, Oracle Customer Portal, HeidiSQL, Jira• Integrating an AI-powered chat bot (ADA) within our Support Pages to reduce the workload on our Customer Service Agents.• Creating new Support Pages using dynamic content based on customer's attributes such as nationality, age and more to ensure the best possible customer experience for our clients.

Assisting the Service Desk Manager with tasks and projects, sometimes leading to taking full ownership of such delegated responsibilities. These tasks ranged from desk setups and network patching to administration and handling of Betsson's Active Directory and Inventory.