Gilbert Puente Email & Phone Number

London, GB

Lisbon, Portugal

• In 2020, during my work in the London office, I was tasked with establishing a new office in Portugal, navigating the unique challenges posed by the COVID-19 pandemic. As the company representative, I led the process.
• Cultivated a strong, collaborative team culture while maintaining efficiency and business continuity across multiple regions, including Spain and South Africa.
• Built and led a highly motivated team of trainers, multilingual customer service representatives, team leaders, and an operations manager.
• Collaborated with HR to ensure full compliance with Portuguese labour laws.
• Managed facilities and day-to-day operations, ensuring seamless functionality through a risk-based approach that upheld full health and safety compliance.In summary, managing relationships with external providers is my.

London, United Kingdom

• In December 2015, I moved to London as Director of Operations to lead the establishment of a training centre and an international customer service hub in the iGaming industry. My role involved overseeing the strategic.
• Developed training programs tailored for employees whose first language was not English.
• Introduced best practices to improve service quality across international markets through targeted training and coaching.With a strong focus on people and a global perspective, I gained valuable insights and.
• 2016: Launched a training and service centre focused on international markets.
• 2017: New project as Business Administrator for a small operation in Spain, supporting affiliate, retention, and general business functions.
• 2020: Onboarding of a call centre BPO in Sri Lanka, including contractual discussions and a presentation to the Board of Directors.

City Of Cape Town, Western Cape, South Africa

• As a member of the Management Team, I implemented commercial strategies aimed at driving revenue growth and expanding into new/emerging international markets, with a strong focus on non-English regions. In my role as.
• Led and developed a high-performing team of 150, significantly reducing staff attrition through collaboration, targeted training, and career development programs.
• Enhanced customer satisfaction by implementing in-language customer service teams, resulting in a notable increase in satisfaction scores.
• Streamlined customer service operations, improving efficiency and optimizing issue resolution processes within the service centre.
• Increased promotional effectiveness by partnering with country managers to design and implement tailored, localized marketing strategies.
• Set up of the first phase of a dedicated sportsbook customer service centre utilising talent who were passionate and knowledgeable about sports.

City Of Cape Town, Western Cape, South Africa

In 2012, I ventured into a social gaming project with the goal of expanding my knowledge and skill set. As Head of Acquisition for an R&D project involving a social game on Facebook, I was responsible for driving user acquisition through strategic marketing initiatives. My role focused on developing and executing data-driven campaigns to attract.

City Of Cape Town, Western Cape, South Africa

• I began this role with a strong foundation in affiliate marketing and partnership management, focusing on the application of tactical and commercial strategies to drive growth in emerging markets. My responsibilities.
• Built, developed, and led a high-performing team of approximately 40 individuals.
• Grew revenue in a key market to over $1 million, transforming it into a stable and consistent source of income.
• Enhanced promotional effectiveness across culturally diverse regions by collaborating with marketing executives to create localized promotions that resonated with each market.This role required continuous improvement.

City Of Cape Town, Western Cape, South Africa

• I took advantage of an exciting opportunity that arose from a product diversification strategy, which aligned with my work managing conversions in the UK market. Eager for the challenge of building something new, I.
• Successfully launched the new product line, meeting technical standards and market expectations within budget and on schedule.
• Built a dedicated team for conversion, retention, and customer service, which implemented effective CRM and retention campaigns to foster long-term player engagement.
• Achieved early-stage gross revenue and user acquisition targets.
• Collaborated with B2B and B2C partners to optimize product distribution and expand market reach.This experience highlighted my ability to lead product development, foster team growth, and drive business success in a.

City Of Cape Town, Western Cape, South Africa

• After overseeing affiliate acquisition functions, I transitioned into a Product Conversion role, where I played a pivotal role in maximizing website traffic from email campaigns and external sources, including.
• Increased conversion rates through the optimization of landing pages and targeted user experience improvements.
• Successfully collaborated with various teams to enhance customer experiences, resulting in higher engagement and revenue growth.
• Implemented innovative strategies that drove significant improvements in online performance.

City Of Cape Town, Western Cape, South Africa

• After gaining valuable experience as an Affiliate Relationship Manager, I was promoted to Product Manager, where I leveraged my understanding of the affiliate mindset to optimize the affiliate system and strengthen.
• Successfully relaunched the affiliate reporting system, making it more transparent and enhancing trust within the affiliate community.
• Improved operational efficiency and collaboration with affiliates, driving revenue growth through enhanced engagement strategies.

City Of Cape Town, Western Cape, South Africa

• I transitioned into the iGaming industry as an Affiliate Relationship Manager, building on my background in sales. In this role, I was responsible for managing a portfolio of key affiliates, ensuring the profitability.
• Managed a portfolio of key affiliates, ensuring sustained business growth and profitability.
• Developed and implemented tailored marketing strategies to optimize performance and drive player acquisition.
• Successfully negotiated high-value deals, enhancing affiliate relationships and increasing revenue.