Marcel Postma Email & Phone Number

Haarlem, North Holland, Nl

Amsterdam, Nederland, Nl

Lead, coach and guide sales teamContinue building relationships with Merchants and Providers Give guidance to the Product team with the roadmap Assisting the CTO with product developments required by our merchants

Haarlem, North Holland, Nl

Malta & Poland, Mt

Jul. 2017 – May 2018Fraud & Payment Manager - Online Help Solutions (Cherry Ltd.)Successfully setup payment solutions and implemented Anti-Money Laundering, Know Your Customer, Responsible Gaming procedures for a new launched casino. I’ve liaised with payment providers to onboard new solutions and negotiated pricing. Worked closely with the product and IT DEV team to coordinate the implementation of new payment solutions, currencies and anti-fraud features. Performed testing and quality assurance throughout the integration and once integrated I tested the solutions before going in production. Compiled and maintained the documentation and knowledge base. Handled the player database migration of 7 casinos. Setup monthly reports and meetings with the CEO and CFO to discuss new opportunities and markets. Grown the team from 2 to 4 analysts and a team leader, setup monthly and quarterly evaluations to improve the quality and service to our customers.Dec. 2014 – Jul. 2017Fraud & Payments Team Leader - Cherry Ltd.As the Fraud & Payments Team Leader I managed a team of 2 agents and assisted in the day to day operations, developed training manuals for CS and F&P team to ensure all departments have the knowledge to help customers quick and accurate. Setup monthly one to one skill development, worked closely with Customer Support Management for customer satisfaction and resolve regular payment issues from a Customer perspective. Created reports for the CEO, CGO and business controller. Liaise with gaming providers regarding chargeback reports. Worked closely with the technical team to develop an in-house security tool, and the implementation of a document uploading tool for customers (Frontend & Backend).

Jun. 2013 – Dec. 2014Customer Support Trainer - Cherry Ltd.Train new support agents in the day to day operations and create training manuals to ensure that all material is up to date. Collect frequently asked questions to see where CS needs a better understanding of subjects and develop periodic training for support. Have monthly and quarterly evaluation with support agents to improve the overall quality towards our customers. Assist the Customer Support Manager with the recruitment process. Analysed and resolved customer contacts to eliminate recurrences and reduce contacts. Documented procedures provided training accepted leave and rearranged the agent’s schedule accordingly. Nov. 2012 – Jun. 2013Customer support agent - Cherry Ltd. Acting as a first point of contact for Dutch and English-speaking customers by handling phone, email and chat and resolved technical, promotional and financial questions regarding Casino, Sportsbook and lottery. Liaise with CRM, VIP and Payments to resolve customer queries in a timely manner.

Fairs (Belgium, France, Germany and Holland) - Supervisor trainees - Cites administration (Documentation to prevent illegal actions with endangered species)- Sales in Dutch, English and German at fairs - Consultant for suppliers considering reptiles - Organising reptile transportation and sales - Customer service: questions and sales - to ensure and coordinate the health and care of reptiles