Sliema, Malta
With over 8 years of professional experience, my tenure at LeoVegas Group as a Customer Experience Advisor Team Leader has honed my competencies in sales management and marketing. Previously, as an Event Coordinator for the Malta Fashion Awards, I blended my creative flair with structured event planning to deliver memorable experiences. At the heart of my mission lies a commitment to crafting exceptional customer journeys that resonate with LeoVegas Group's culture of innovation and service excellence. My expertise in sales is complemented by a strategic approach to marketing and a dedication to fostering a supportive team environment that thrives on collaboration and shared success.
Led and developed a new customer support team in the Netherlands besides the current team in Malta. Maintained close collaboration with the commercial country team to align support with business goals and market needs. Managed day-to-day operations, coached and motivated agents, and handled escalations to ensure excellent service delivery. Spearheaded several projects aimed at improving the customer experience across the Dutch markets, driving higher satisfaction and efficiency. Like an improvement in the Sign-up flow and improvements within the operational department.
During my time in this position I helped customers by answering questions, solving issues, and providing guidance about products or services. They handle inquiries through channels like chat, email, or phone, making sure customers have a smooth and positive experience. Their main goal is to resolve problems efficiently, maintain customer satisfaction, and represent the company in a professional and friendly way. Also during this period, I took on a project in regards to the mandatory market changes for the 1st of October. Also, I started slowly taking over managerial tasks from the team leader.
Managing business accounts and being the point to go for the clients with advise/service and sales for all the rental equipment of 123 Machineverhuur. Main part of the job is to do cold acquisition and keeping the current accounts active and interested in the Building and construction equipment and giving the clients technical advise on the jobs.