We are more than a contact centre; we are your brand ambassadors, client whisperers, and partners in success. We deliver exceptional client experiences that transcend expectations, forging deep connections that fuel loyalty and accelerate growth. Our dedicated experts collaborate with you to create unforgettable moments that elevate your brand's reputation and cultivate lifelong customer relationships.

SquadForce delivers the strategic roadmap and innovative tools to optimize your call center's performance today and prepare for the AI revolution.We are your trusted guide in the evolving world of customer service. Our team of experts provides tailored strategies, cutting-edge technology implementation, and infrastructure enhancements, ensuring your call center meets and exceeds customer expectations in the age of AI

Outsourced Customer Service providing Operational efficiency, Customer engagement, Automated customer support technology and Business Intelligence/Analytics

Manage a team of Project Managers, CRM specialists, Marketing intelligence Analyst, Marketing Developers and Data scientists across Multiple régions Marketing Intelligence – driving value in the marketing function by providing customer insights and building some marketing predictive modelsCRM: Database Specialist, Content Management Specialist, Web Analyst, and Traffic/Process improvement Coordinator.Involvement in key decisions related to CRM strategy across the brandsWork with key stakeholders to define strategy and plan to meet current and future needs for reporting, segmentation and analysisPartner with other internal analytics providers to ensure consistency in quality and implementation of best practices for reporting and analysisWork with key stakeholders to understand and provide necessary data for monthly, quarterly and annual planning processes/review.Work closely with Business Managers, Life Cycle Manager and Head of Marketing to understand their needs to provide them with necessary tools and dashboardsResponsible for email automation implementationReport on a monthly basis on Brand/Product/Region performances against forecastWork closely with Management to define FY forecast and Budget – including regular follow up and updateImplement process improvement program as well as all necessary tool to improve workflow and efficiency

Business Intelligence: lead a team of Marketing Analysts – driving value in the marketing functionCRM: lead a team of CRM Database Specialist, Content Management Specialist, Web Analyst, and Traffic Coordinator.Involvement in key decisions related to CRM strategy across the brandsWork with key stakeholders to define strategy and plan to meet current and future needs for reporting, segmentation and analysisPartner with other internal analytics providers to ensure consistency in quality and implementation of best practices for reporting and analysisWork with key stakeholders to understand and provide necessary data for monthly, quarterly and annual planning processes/review.Work closely with Business Managers, Life Cycle Manager and Head of Marketing to understand their needs to provide them with necessary tools and dashboardsResponsible for email automation implementationReport on a monthly basis on Brand/Product/Region performances against forecastWork closely with Management to define FY forecast and Budget – including regular follow up and updateImplement process improvement program as well as all necessary tool to improve workflow and efficiencyWork closely with Finance regarding forecast and budget follow up

Responsible for the overall marketing budget and strategy for 2 brands.Create and manage marketing Strategy for each in order to deliver maximized revenue at all stages of the customer life-cycleLead the marketing team (Brand Managers, Campaign Specialists, Social Media coordinators, CRM Specialists, BI Analysts and Affiliates Representatives) to ensure that marketing plans are developed and implemented effectively.Balance priorities and resources within product line.Devise a comprehensive marketing strategy which includes: new brands and products development, affiliate marketing, online and offline advertisements, social media, on-site campaigns and an extensive CRM model across multiple brandsProvide direction for the development and implementation of tools to support the marketing strategy such as: new products, optimal website architecture and bonus system functionality

Responsible for on line poker P&LResponsible for defining the brand strategy Responsible for the marketing strategy and activity for Quebec and together with CPN partnersWorking closely with Product, Marketing and OperationsSetting up Quebec related tournaments and promotionsPoints of contact for any product related issues,Representing Loto-Quebec within the CPN for any poker related matterBuilding X-platform activities including on line and land based facilities

Consultancy in the following areas:Marketing projects - Products launch, Market study, Marketing campaign, Brand guidelineCost efficiency projects.Audit of existing structures and recommendations.Setting up of Customer facing department.Customer Operations and Digital Marketing Strategy .Deployment of company strategy within customer facing team.Process and procedures design & implementation – internal and X-functional ones.Change management.

Responsible for the Customer Operations of Betfair Ltd,Managing a team of 100 employee, including UK Games Helpdesk and International Helpdesk, Telephone betting Brokers, Sales and Market Operations,Overseeing all Customer Facing Operations in Malta, Setting up of the International Telbet Broker team,Reorganization of the Helpdesk department,Process and reporting improvement,Working on the Global helpdesk mid and long term Strategy and Cost efficiency programs.Support and close working relationship with Six Sigma Black Belt – Sponsoring Yellow and Green belt projects,Reviewing Content strategy, processes and procedures,Working closely with Commercial team (Regional Manager and marketing) `on marketing campaign processes,Cost efficiency project management,Betfair Malta Communication Champion – responsible for coordinating communication between Betfair HQ and Malta office.Certified 6 Sigma Yellow Belt,Implementation of a Games Push Chat team within the existing support team – proactive bonus offering leading to revenue increaseSecurity officer of Malta office – process improvement, compliance with ISO standards.

Responsible for the Customer Support Operations, Office Management (real estate) and ITManaging a team of 50 employees (3 directs reports) in 4 different countries – Malta, Poland, Malaysia, SpainMember of the executive team of expekt.comParticipating in Expekt strategic road map set up (Destination 2009), defining company strategy,Creation of Customer Support business plan and long term strategyReorganization of the CS Department (SOP, Staffing adjustment, CRM tool, etc…)Migration from a reactive to a proactive CS Department (Customers Acquisition, Reactivation, Retention)Setting up of CS Asian Operations in Kuala Lumpur (Market study, Supplier selection, Staffing, etc…)Renegotiation of suppliers’ contracts (Office related)

Managing a team of 55 people (3 direct reports) in charge of all logistical and financial claims with Nike retailers.Account Management (customers visit and negotiation with customers Head Quarter), Direct reporting to European countries on weekly bases,Setting up and implementation of new working process with Intersport and Sport 2000 Germany,Setting up of yearly Business Plan (including milestones, metrics and KPI’s), Participating on the European Query Management centralization set up (SLA, KPI, Reporting,),Integration of new carrier together with transportation department for reverse logistic,Woking closely with Transportation Department for Carrier contract negotiation,Integration of Claim Department within the European Customer Service.

Recruiting for the French Customer Service,Developing the department structure jointly with the appropriate services (HR, Support Services)Working closely with the Projects Managers on the definition of the CS Policies,Setting up reporting document and tools for the Management Team,French web site testing before the launch.Managing a bilingual team (French and English) of 16 CS Reps, Appraising individual performances to achieve those targets and developing individual carrier development plans,Scheduling Manager (24/7).

Setting up the Call Centre,Managing 75 CS Reps,Scheduling (14 different shifts) and Statistics (ACD CCS 4400 Alcatel) Manager,Harmonising working processes with internal customers,In-service training Manager

Recruiting new CS Reps,Setting up the Department for regular customers (procedures, structures, policies),Developing customers loyalty (outgoing and incoming calls),Managing 10 CS Reps,Creating sales tools,Appraising individual performances to achieve those targets and developing individual carrier development plans,In-service training Manager,Statistics and Scheduling Manager.