Ryan Debono Email & Phone Number

Birżebbuġa, Mt

Malta

Malta

Malta

- Acting as the Team Leader's right hand and as a point of reference for any inquiries and escalations made by the team- Monitor daily volumes and the team's performance to ensure that all service level agreements and key performances are met- Proactively suggesting new ways to improve our current processes, resulting in elevated levels of efficiency and effectiveness- Participating in multiple projects to help test and ensure that everything is in working order while reporting back… Show more - Acting as the Team Leader's right hand and as a point of reference for any inquiries and escalations made by the team- Monitor daily volumes and the team's performance to ensure that all service level agreements and key performances are met- Proactively suggesting new ways to improve our current processes, resulting in elevated levels of efficiency and effectiveness- Participating in multiple projects to help test and ensure that everything is in working order while reporting back on Jira anything that is not up to standard- Assigning different tasks to the agents- Assessing and processing withdrawals- Analyzing and verifying the customer's documents promptly, while keeping in line with the company's procedures and licensed regulators- Working on MGA, UKGC, SGA, DGOJ & LATAM jurisdictions- Analyzing and investigating the player's accounts for any risk or fraudulent activity across all of our seventeen casino brands- Liaising with other departments in order to resolve any escalated inquiries- Carefully dealing with players that have raised complaint cases directly to the regulator- Investigating players to see if they are a politically exposed person- Investigate cases that are claiming any unauthorized access to their accounts- Carefully assessing refund requests for players, who may have breached our terms and conditions or have a 3rd party operated account- Look out for players who may have triggered any alerts related to responsible gaming issues and escalate a case to the responsible gaming team- Self-excluding players with clear responsible gaming issues- Handling both account closure and account reopening requests- Investigate any bet-related issues while also crediting any missing winnings to the players account- Answering e-mails from various departments sent to our Risk management inbox- Coaching new agents, while providing any necessary training to anyone in the team who requires support on any of their assigned tasks Show less

- Managing day-to-day operations on the floor- Managing the queues of both incoming chats and Emails, trying to keep the waiting time as low as possible- Assisting both the Customer Support and the VIP department agents with any escalations they may have.- Handling the Shift Leader roster- Coordinating technical issues across company departments and 3rd party providers.- Coaching new recruitments- Organizing the agent's breaks- Sending daily assigned reports-… Show more - Managing day-to-day operations on the floor- Managing the queues of both incoming chats and Emails, trying to keep the waiting time as low as possible- Assisting both the Customer Support and the VIP department agents with any escalations they may have.- Handling the Shift Leader roster- Coordinating technical issues across company departments and 3rd party providers.- Coaching new recruitments- Organizing the agent's breaks- Sending daily assigned reports- Assigning different tasks to the agents- Provide company updates to the Customer Support and VIP departments- Filing a police report when having a suicidal case and also calling the player to try to calm the situation in the best way possible- Monitor and improve existing processes- Report any issues within the Customer Support department to the Team Leader or Head of Support- Identifying and reporting to QA any knowledge gaps the agent may have- Meeting deadlines on a day-to-day basis Show less

- Assisting with the launch of Sportsbook by testing the front end of the product to try to identify as many bugs as possible to ensure that all systems are operating smoothly and that all requirements are met for launch- Providing all the necessary training for new Sportsbook agent recruitments- Handling escalations raised by the agents on the floor- Liaising with the Team Leader and other departments regarding new andamended procedures

- Assisting players through the following channels: Live Chat, Emails, and Phone- Understanding and dealing with different kinds of inquiries or complaints that the player has in a highly professional manner by providing the best possible outcome to enhance the player's experience with the company- Following regulations issued by Gaming Authorities in order to remain compliant- Queuing cases accordingly to the responsible department- Promoting a different selection of brands… Show more - Assisting players through the following channels: Live Chat, Emails, and Phone- Understanding and dealing with different kinds of inquiries or complaints that the player has in a highly professional manner by providing the best possible outcome to enhance the player's experience with the company- Following regulations issued by Gaming Authorities in order to remain compliant- Queuing cases accordingly to the responsible department- Promoting a different selection of brands that we offer to our players- Calling multiple players asking verification questions to verify their accounts- Being enrolled in competitions offered by the company due to a high level of customer service provided- Keeping up to date with new and altered company procedures- Reporting issues identified during the shift being reported by our players to the Shift Leader Show less

- Promoting company products by analyzing the customer's needs and preferences- Dealing with customer's complaints and queries in a professional manner- Queuing the customer's issues to the relevant departments- Keeping customers informed with relevant updates on any of their pending issues- Cash reconciliations- Keeping abreast with new policies and promotions- Coaching and educating new employees- Stock taking

- Handling and dealing with the customer's complaints accordingly- Checking in on the customers making sure that everyone at the table is satisfied with the food and service provided- Make sure that the bar is adequately equipped for the service throughout the shift- Working as a team player alongside my colleagues in the kitchen making sure not to overload all orders at once

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Education record