Simone Rogers Email & Phone Number

Cardiff, GB

Malta

First point of escalation for team members.Coordinating with internal departments, including the escalation of difficult cases.Take full ownership of formal complaints; including review, internal escalation/follow-ups and providing a comprehensive response to the customer.Updating and evaluating reports.Interviewing potential new recruits for my team, as.

Malta

Provide excellent customer support via phone and email to customers playing on Admiralcasino.co.uk.Explaining game and site features to ensure players have the best gaming experience possible.Follow-up with additional information to customers, should the query not be possible to be resolved on first contact.Work closely with internal teams to provide.

Malta

Primary ownership of the Casino page on Unibet.co.uk. Developing relationships with third-party gaming provider Account Managers on the Unibet portfolio, and as a team, negotiating deals with providers vying for a more favourable position on the Casino page.Actively find new games which I felt would fit into the UK brand's portfolio. This involved testing.

Malta

Communicate and work closely with all CS teams from multiple country markets, in order to optimise resolution times for ongoing issues and incidents. Communicate regularly with Team Managers, System Owners, Product Experts, Service Desk, Country teams, and the VIP team.Work with JIRA to investigate issues raised by First Line Customer Support.Escalate.

Malta

Handle direct customer contacts via multiple channels for English-speaking markets across all brands (email, live chat, phone).Provide high-quality customer service and support customers' needs and queries in a timely manner and according to KPIs.Requesting and processing KYC documentation for UK players.Responsible Gaming expert for the UK team, handling.

Malta

Handle direct customer contacts via multiple channels for English-speaking VIPs (email, live chat, phone).Provide high quality customer service and support customers’ needs.Requesting and processing KYC documentation for UK players.Analysis of player accounts, including but not limited to identifying unusual playing patterns/withdrawals.Create promotions.

Malta

• Roles and Responsibilities:Roles were very similar to that of my VIP Personal Account Manager position.Responsibilities included:
• Responding to site related queries/complaints within approved SLA and following up on any ongoing matters.
• Performing customer phone verifications for cashouts.
• Liaising and assisting internal departments with any enquiries.
• Creating templates for any FAQ’s and adding manually to our mailing system.
• Reaching targeted SLA’s… Show more Roles and Responsibilities:Roles were very similar to that of my VIP Personal Account Manager position.Responsibilities included:

Malta

• Roles and Responsibilities:
• Reactively and proactively responding to players on chat by offering assistance with customer queries to various scenarios whilst following protocols for each situation.
• Answering chats and phone calls within approved SLA’s. Our goal was not to leave a player waiting more than twenty seconds for a chat or call to be answered therefore it was very important that all language desks.
• Communicating with internal departments depending… Show more Roles and Responsibilities:
• Communicating with internal departments depending on the needs of the player.
• Generating revenue for the company by offering depositing incentives to make a sale. Show less