David Smit Email & Phone Number

Johannesburg, Gp, Za

Johannesburg, Gauteng, South Africa

Responsibilities:Integrate third party providers into our product offering. Use CMS systems provided to add content and functionality to our websites where otherwise lacking in the stock product.Work with development teams to integrate with available APIs from any new provider.Work with development teams to consume events to create in house triggers for communications / events (email triggers ; SMS triggers or cascading events)Work on back office provided to create segmentation rules for event targeting (new registrations, promotional offerings)Understand any limitations to a point where we can log change requests to get new functionality developed.Work with new market teams to understand region regulations and ensure what is being done in the back office is compliant to these regulations.Work with insight and analytic teams to enhance existing content (game ordering on our website /s )Enhance the product team by introducing agile mythologies to various work areas (new region integrations / region regulations)Started creating custom SharePoint pages and its API to create custom forms for marketing teams to submit promotions. This updated a calendar to offer our support staff a view into the promotion offering and all its caveats.Use this same learned skills to create various product tools to assist in game betting calculations or general admin tools.Introduced an existing JIRA instance to the product team for call logging and set up a confluence portal for capturing various product and product offerings for quick access to information to lower any learning curve. Augmenting the knowledge of any new team members via an easy to use knowledge sharing portal is the quickest way to get people up to speed and hit the ground running.

Johannesburg, Gauteng, South Africa

Work with third party provider to start implementing CRM dynamics as a support tool. Build relationship with provider and provide process flows of all operations areas.Test and QA the implementation.Training of staff on the system.

Johannesburg, Gauteng, South Africa

Management of our escalation team to ensure escalated queries contained the required information to ensure quick resolution.Management of staff and staff related queries or issues.Ensure processes followed and used by staff were optimal and contained minimal touch points to allow for quicker resolution.Use SharePoint to offer staff quick access to information, learning portal, issue logging using lists and created a contact assessments portal also using lists and group policies to control access and views.

Johannesburg, Gauteng, South Africa

Training to new staff.Refresher training to existing staff.Prepare and offer monthly testing to support staffPrepare and update training manuals.Complete QA on inbound contacts done via email, telephone or chat.Ensure staff or briefed on promotions offers to our customers.Started using SharePoint as a portal to offer services to our support staff and use lists to conduct testing and QA. Used info path forms to minimize learning curves and ease user adoption.

Johannesburg, Gauteng, South Africa

Assist high value VIP customers – Re-acquisition and retention queries.Handle escalated support issues. Ensure issues are logged to the correct department. Follow up on these issues to resolution and then provide customer feedback.

Johannesburg, Gauteng, South Africa

Inbound support via email, telephone and chat. Areas supported covered the entire product offering: Login issues, banking issues, casino game pay-out issues.Unresolved / ongoing issues were escalated to the relevant department.

Johannesburg, Gauteng, South Africa

Johannesburg, Gauteng, South Africa

Graphic Design

intro to graphic design

Computer/Information Technology Administration And Management

Computer upgrades and repairs

Computer Software And Media Applications

ICDL - in depth learning of MS products (excel ; word ; powerpoint etc.)