Having worked in the sports betting and gaming industry for over 10 years, I joined Bayview Technologies in June 2015 as a Training Specialist. Bringing a wealth of experience within the industry, it provided an opportunity to provide invaluable insight and have direct involvement in helping to be at the forefront of the training strategy for the business. Working alongside the Training Manager, I have been responsible for micro-managing a number of training projects targeting both operational and back office functions with a primary focus on the area of Compliance.Key responsibilities include:• Management for the design and delivery of training programs specifically focused on the area of compliance to ensure licensing objectives are met. These include Anti-Money Laundering & Counter Terrorism Financing, Responsible Gambling, Data Protection and Information Security.• Meeting with key stakeholders to perform a training needs analysis and then formulating a SMART action plan to drive improvements in the KSA's associated to the area of need. • Involvement in staff engagement activities as a mechanism from which to improve knowledge and interest around sport and gaming, primarily focusing on operational teams.• Addressing the importance of soft skills within customer services and providing interactive training programs designed to provide employees with the necessary skills to communicate effectively with customers.• Working alongside the quality team and management to suggest improvements to existing departmental processes and procedures.• Assisting in the overall training strategy and helping to ensure that identified objectives are met. This requires being able to support, guide and motivate peers within the team to achieve common goals.

This role included the responsibility to oversee the Training and Quality teams in Manila for both the customer services and back office functions. The main responsibilities were to:• Manage, motivate and challenge all trainers and quality coaches for customer service and back office to ensure as a team, we function effectively and in line with business expectations.• Plan, organise, co-ordinate and direct the training curriculum for both new and tenured customer service teams. Ensure this is customer focused and aligned with the current business needs.• Establish a culture in which trainers and quality coaches understand the clear link between the two areas. Responsible for ensuring training content is specific to driving improvements in quality and are accompanied by specifically tailored assessments of competency.• Ensure the Quality Coaches have a clear understanding of what 'quality' is and they evaluate and coach to clear expectations. Continual review of quality scorecard to give quality coaches an effective resource in which to provide the greatest impact to front line agents.• Streamline and challenge existing process/procedure to ensure these allow for a consistent, customer focused approach to customer service.• Strategic planning in the objectives of the training and quality team to ensure these tie in with the business objectives at all times.

Relocated to recruit and train agents to deliver Live Chat and Email customer support to clients of William Hill; the leading European online gaming and sports betting business.Now working in quality assurance and as a supervisor for offshore customer contact centre.• Encourage staff progression• Responsible for handling escalated queries and supporting staff• Educate on company processes and ensure that quality and department KPIs are being achieved• Retention of profitable client’s business through innovative and effective customer service and conflict resolution.

• Handling escalated queries with customers to ensure that the resolution was fair and delivered with the utmost efficiency and transparency• Specific product expert in the E-Gaming area, with focus concentrated on Skill games and Poker• Creation and deliverance of further training and one to one coaching sessions to ensure improvement of the department knowledge and customer service skills.• People management responsibility.

• Telephone and email Customer Service support to clients. • Focused on Sports, Poker and Casino, Bingo and Skill games products requiring an extensive knowledge base. • Also responsible for coaching and training new agents, specifically on system knowledge and across all products.• Design and implementation of procedural workflows for the introduction of Orbis back office system, to replace exisitng SB Client.