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Toronto, On, Ca

Toronto, On, Ca

Toronto, Ontario, Canada

In the LuckyLand Slots vertical, led a team of Account Managers and Executives managing 150-200 high-value accounts each. Key responsibilities included identifying coaching opportunities, fostering personal and professional development, driving business growth and profitability, collaborating cross-functionally, and ensuring alignment with procedures and expectations.✔ Onboarded and upskilled 16 Account Managers and Executives, plus one Team Lead, within one month to support a seamless transition of the team from the U.S. to Canada.✔ Developed a data-driven macro strategy for the team, then customized and implemented it at the micro level for each Account Manager to drive consistent, effective management across individual portfolios✔ Collaborate cross-functionally with Social Media, Promotions, Marketing, and other departments to drive a seamless transition process.

Toronto, Ontario, Canada

Responsible for supervising, managing and motivating a team of five Account Managers on the Chumba Casino vertical, each responsible for 175 high-level casino players. Aim to drive retention and customer satisfaction through coaching, ensuring guidelines and procedures are followed and incentivizing creative thinking.Manage high net-worth accounts ensuring total satisfaction with the casino through accommodations and friendly service. Promote rewards programs and casino brand. Develop and execute promotions to increase revenue and retention. Anticipate and respond to clients' emergent needs promptly.✔ Achieved a 90% success rate in guiding team members toward accomplishing their personal and professional goals over a two-year period.✔Introduced the 'Game-Changers' program, appointing designated Account Managers to lead change management efforts, mitigate risks, and drive professional development within their teams.✔ Implemented the 'Bridge Program,' a mentorship initiative designed to upskill the account management team across all verticals and promote knowledge sharing.

Toronto, Ontario, Canada

Responsible for nurturing the virtual casino's relationships with VIP players in order to enhance customer loyalty and maximize profits.Manage over 150 high net-worth accounts ensuring total satisfaction with the casino through accommodations and friendly service. Promote rewards programs and casino brand. Develop and execute promotions to increase revenue and retention. Anticipate and respond to clients' emergent needs promptly.✔ Managed over 150 accounts with quarterly sales ranging from $25 to $30M✔ Designed specialized spreadsheets that enabled more personalized contact with customers✔ Maintained portfolio relationships and increase revenue over time

Toronto, Canada Area

Provided approval and procedural advice to the internal customer service specialist teams while investigating and solving complex and high-profile cases, including fraud, chargeback and C-suite level complaints. Managed escalated or complex customer calls.Selected Accomplishments:✔ Elevated team KPIs 10%, coaching customer service specialists; improved personal KPIs and received global recognition.✔ Identified and presented an optimized procedure resulting in Global adoption and cost-savings for internal and external stakeholders during Covid-2019 Pandemic.✔ Recognized as “Employee of the Quarter” twice in one year.

Toronto, Canada Area

Provided superior service to external and internal stakeholder properties acting as a main point of contact for conflict resolution while ensuring mutually positive outcomes.Selected Accomplishments:✔ Promoted to Senior Customer Service Specialist within one year✔ Appointed as team’s “Change Ambassador” to present and train on new global policies and procedures.✔ Selected to provide comprehensive onboarding to new team members and ensure adherence to procedures.

São Paulo E Região, Brasil

Managed AR/AP for a $6M portfolio, working to investigate and resolve issues related to shipping, billing, pricing pursuant to vendor contracts while providing financial reports with meaningful insights to Senior Management teams.Selected Accomplishments:✔ Eliminated the outstanding billables for UPS’ largest small-package clients ($600,000)✔ Identified opportunities to create and establish business processes for AR/AP department ensuring transparency and mitigating potential business risks

Master Of Business Administration - Mba, Big Data & Analysis

Post-Graduate, Financial Planning

Bachelor'S Degree, International Relations And Affairs