Within the Online Gambling Industry, Knockout provides services including Sportsbook & Casino. - Analyse and understand customer journey with the aim of improving customer experience, mainly in 2 directions: • Optimise direct contacts with customers from Operations (CS, F&P) • Feedback from CS to different departments in order to make relevant improvements- To set quality standards - Audit and optimise all interactions between the Operations team and the… Show more Within the Online Gambling Industry, Knockout provides services including Sportsbook & Casino. - Analyse and understand customer journey with the aim of improving customer experience, mainly in 2 directions: • Optimise direct contacts with customers from Operations (CS, F&P) • Feedback from CS to different departments in order to make relevant improvements- To set quality standards - Audit and optimise all interactions between the Operations team and the customers. - Liaise with the relevant departments in order to create and optimise procedures setting and communication across Operations regarding on CS. - Knowledge base creation and updating. Procedures documentation (Confluence). - To provide coaching and feedback to Team Leaders and Agents regarding on the quality program, facilitating training in those areas needing improvements. -Design, development and delivery of training programmes, including the new starters training. Show less

- To solve customer queries by chat and email, relating to sports betting and casino. - KYC analysis: documents review and verification. - Assistance on suspected fraud and payments issues. - Troubleshooting

Millet offers a wide range of mountain sports equipment, being one of the most recognized brands within the industry. Millet Experts Shop counts with a carefully selected range of top level technical products. Hence, my function consisted, mainly, on providing technical advise to our customers. This was a very positive experience to me, since the main aim of moving to France was to improve my level of French, and this position gave me the oportunity to use it in professional… Show more Millet offers a wide range of mountain sports equipment, being one of the most recognized brands within the industry. Millet Experts Shop counts with a carefully selected range of top level technical products. Hence, my function consisted, mainly, on providing technical advise to our customers. This was a very positive experience to me, since the main aim of moving to France was to improve my level of French, and this position gave me the oportunity to use it in professional terms. Show less

Betfair is one of the largest online gambling operators, providing a wide range of sports betting and gaming products to over 1.7 million active customers. - To solve customer queries by phone, chat and email, relating to sports betting, casino and poker.- KYC analysis: documents review and verification. - Assistance on suspected fraud and payments issues. - Troubleshooting- VIP accounts assistance- Creation of training materials relating… Show more Betfair is one of the largest online gambling operators, providing a wide range of sports betting and gaming products to over 1.7 million active customers. - To solve customer queries by phone, chat and email, relating to sports betting, casino and poker.- KYC analysis: documents review and verification. - Assistance on suspected fraud and payments issues. - Troubleshooting- VIP accounts assistance- Creation of training materials relating to the Spanish Online Gambling Regulation. - Assistance on new starters training process. Show less

Since 2002 Besedo has been supporting clients building classifieds and dating sites. Reviewing and moderating content, responding user support inquiries and blocking fraud and scam attempts. - Review and moderate all user-generated content. - First line fraud prevention.- Provide feedback to managers on trends, most common end-user mistakes, and possible improvements.

IT Training centre specialised in supplying public subvention courses, including official IT certifications and outplacement service for unemployed IT professionals. ✔ Students Admission Team Leader Management of the students recruitment process. Due to the high demand, this process was settled in order to provide the right training to the right candidates, depending on their knowledge and professional expectations. Our function was to assess the candidates and create groups… Show more IT Training centre specialised in supplying public subvention courses, including official IT certifications and outplacement service for unemployed IT professionals. ✔ Students Admission Team Leader Management of the students recruitment process. Due to the high demand, this process was settled in order to provide the right training to the right candidates, depending on their knowledge and professional expectations. Our function was to assess the candidates and create groups according to the programmes.✔ Supply of career guidance to our students: Group sessions and 1to1 guidance. ✔ Staff recruitment and training. Show less

As part of the Students Admission Department, I developed the following roles: ✔ Recruiter: Interviews and candidates assessment. ✔ Supply of career guidance to our students: Group sessions and 1to1 guidance.