Anna Lacka Email & Phone Number

London, England, United Kingdom

• Delivering exceptional level of service to the customers in an efficient manner following outlined standards of top-tier service • Working with newly introduced technological tools for improved efficiency and productivity for Business-as-Usual tasks • Completing and verifying table documentation, recognizing any discrepancies and addressing them in appropriate manner• Supporting the Leadership team, handling challenging situations with ease, hearing out the customers concerns and solving issues• Proactive in taking responsibility for identifying customers with gambling addiction or potential gambling problems, following escalation processes• Monitoring players during course of the game to identify possible fraudulent behaviour• Maintaining smooth gameplay, calculating players' profits and losses at every level of play

London, England, United Kingdom

• Ensured company Standard Operating Procedures and AML Gaming Regulations are being followed• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys• Provided training, mentored and developed new starters with positive and encouraging techniques to maximize performance and team contributions• Conducted PEP’s and Sanctions checks, gathered information from multiple sources and reported on results• Proactively started and led the process of migration of customer database onto the digital solution• Completed all cash desk documentation, recognizing any discrepancies and addressing them without fail• Approved and signed off credit lines and processed various cash transactions including foreign currencies

London, England, United Kingdom

• Monitored table games for signs of fraudulent activities by observing players behaviour• Maintained professional demeanour when dealing with highest value customers, resolving client’s complaints • Explained rules, variations and betting structures of all casino games• Maintained energy and enthusiasm in fast-paced, high-pressure environment

London, England, United Kingdom

• Promoted customer retention and satisfaction by managing expectations and encouraging fun gameplay environment• Performed duties in accordance with all applicable standards, policies and regulatory guidelines• Collected and distributed losing and winning bets by calculating odds and pay-outs.

Warsaw, Mazowieckie, Poland

• Performed duties in accordance with all applicable standards, policies and regulatory guidelines• Provided customers with friendly and efficient manner following outlined expectations of service

Warsaw, Mazowieckie, Poland

• Conducted and supervised games such as Roulette, BJ and Poker by explaining rules, taking bets and delivering pay-outs• Maintained fast, smooth game pace for highest level of customers experience

Otwock, Mazowieckie, Poland

• Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity• Responded to correspondence to facilitate communication and enhance business processes• Oversaw personal and professional calendars and coordinated appointments for future events• Utilized personal and professional networks to identify, acquire and manage new clients• Maintained appropriate filing of personal and professional documentation• Displayed absolute discretion at handling confidential information