Ash Ibbotson Email & Phone Number

Las Vegas

As Vice President of Customer Operations for Caesars Digital, I have driven the company's customer experience strategy and vision forward. I have played a key role in ensuring compliance with regulatory requirements while boosting customer satisfaction through effective leadership and strategic planning.One of my key achievements has been implementing an innovative chatbot solution, allowing us to handle many customer contacts without needing a live agent, resulting in significant cost savings for the company.In addition to the chatbot solution, I have forged many successful partnerships with vendors to optimise the customer experience at scale, consistently delivering high CSAT scores and excellent industry reviews; this has helped boost customer satisfaction and contributed to the company's bottom line.By implementing cutting-edge software, I have significantly improved the NPS score by analysing customer interactions to generate actionable insights; this has enabled us to identify areas for improvement and make strategic changes to enhance the overall customer experience.In addition to these accomplishments, I have mentored and coached multiple team members, facilitating their progress to Director/Manager positions and contributing to the growth and success of the organisation. Overall, my leadership, strategic planning, and customer-centric approach have been critical in driving the success of Caesars Digital's customer operations.

Las Vegas, Nevada Area

As the former Director of Customer Experience at William Hill US, I successfully led and supervised various departments, including customer service, field operations, and digital display teams, for the largest sports betting business in the United States. With over 100 remote sites and two call centres under my supervision, I was pivotal in managing day-to-day operations while ensuring customer satisfaction was always a top priority.I also spearheaded a significant project to create the first-ever sports betting call centre in the USA outside of Nevada. My leadership and expertise in this project enabled us to launch the first sports betting app outside of Nevada in US history. To ensure a smooth and efficient process, I hired and trained a competent customer service team, which was instrumental in the app's successful launch.Overall, my experience at William Hill US allowed me to hone my leadership and project management skills, and I am proud to have contributed to the company's success in delivering exceptional customer experiences.

Las Vegas, Nevada Area

As Software Support Manager for William Hill US, I forged and nurtured B2B relationships with key stakeholders at some of the most renowned Las Vegas Strip casinos.In my role, I oversaw and managed multiple teams responsible for delivering top-notch hardware and software services to over 100 sites and a high-transaction mobile app. By implementing cutting-edge ticketing software, I streamlined operations and significantly improved efficiency, resulting in increased productivity and cost savings.I also collaborated closely with product development teams, attending daily stand-ups and creating Jira tickets to report and troubleshoot issues. Through my efforts, I was able to provide timely and practical solutions to known problems, further enhancing the overall customer experience.

Gibraltar

As the Customer Service Operations Manager i was responsible for overseeing the day-to-day operations of a customer service department, ensuring the team is delivering high-quality customer support and meeting performance targets.• Led and supervised a team of over 50 agents and supervisors, providing exceptional support to William Hill UK's online business operations. • Coordinated the strategic outsourcing of specific channels, resulting in substantial cost reductions and a marked improvement in customer experience. • Expertly managed customer complaint escalations, successfully resolving issues and ensuring customer satisfaction. • Facilitated the setup of William Hill's US business operations, including training the customer service team in Las Vegas.

Gibraltar

As a Shift Manager for William Hill, I trained and supervised agents, identified operational issues, resolved customer complaints, and conducted performance evaluations while working closely with the forecasting and planning team to ensure optimal staffing to handle the workload. • Shift-managed telephone betting operations.• Trained and supervised a team of agents in providing quality customer service.• Proactively identified and addressed operational issues to improve efficiency and profitability.• Successfully resolved customer complaints and escalated issues as needed.• Conducted performance evaluations and coached team members to enhance their skills and productivity. - Developed and implemented strategies to increase sales and revenue. - Successfully resolved customer complaints and escalated issues as needed. - Conducted performance evaluations and provided coaching to team members to enhance their skills and productivity.

Gibraltar

As a Project Support Specialist for William Hill, I was critical in successfully launching new back-office software across multiple departments. My responsibilities included:• Collaborating with project managers to develop project plans, timelines and budgets.• Providing project support to various teams, including call centre agents, training, quality assurance and technology.• Proactively identifying project risks and developing mitigation plans.• Analysing project data and preparing reports for project stakeholders.• Coordinating and facilitating project meetings, including meeting minutes and follow-up action items.• Developing and maintaining positive relationships with internal and external stakeholders.My contributions helped deliver successful call centre projects that exceeded client expectations and improve overall business operations.