Metro Manila, National Capital Region, Philippines
Experienced professional in online gaming and social gameplay with a strong background in team leadership and people management. Skilled in account analysis, content development, and implementing creative ideas to enhance user experiences. Passionate about providing top-notch customer support and promoting responsible gaming practices. Always looking for ways to drive engagement and innovation in the gaming world.
• Lead a team to achieve targets, monitor deliverables and drive improvements • Ensure compliance with protocols, mitigating the risk while upholding player protection standards and business integrity. • Handles escalations ensuring timely and effective resolution. • Provide reports on performance to support team’s decision making. • Recommend enhancements and tools. • Leads case studies and coaching sessions to assess the team and promote continuous improvement.
• In-charge of the operation of Compliance Manila • Implements various procedures to ensure that business activities are conducted in conformity with all applicable laws and regulations. • Checks players for possible compulsive behavior or possible AML using the client admin, internet, documentation and social media.
• Assistant to the Department Manager leading groups of customer service representative teams and supervisors (customer support, documentation, KYC, verification & compliance teams) to ensure that all inquiries are attended to with the best customer experience. • Assists HR in HR related matters and issues involving employees such as interviews, orientation and training, issuing of IRs and releasing of employees in operations point of view. • Has basic knowledge on Labor code and HR processes. • Monitor performance and progress of teams for strengths and weakness to ensure proper procedures policies and expectations are followed according to the needs of the business and creates reports. • Increased case resolution thru account investigation and increased rate in detecting possible fraudulent accounts. • Reduced attrition rate thru implementation of projects and strong communication bond with the employees
• Led customer service representatives (customer support, documentation, KYC, verification & compliance teams) during designated shifts in giving the best customer service experience ensuring low AHT and EHT • Improved camaraderie between the Management and the agents thru project implementation • Implement systems and procedures that ensure the success and compliance of each member. • Raised customer satisfaction thru promoting confidence and case ownership to the agents
• Specialization Encodes data from sources to client's database • Enters alphabetic, numeric, or symbolic data from source documents - Compares data entered with source documents, or re-enters data in verification format on screen to detect errors. - May compile, sort, and verify accuracy of data to be entered.
• Specialization Extracts and QA check Lease Contracts (US) • Extracts records and examine titles to provide legal support when determining the historical ownership of properties and the legalities that surrounds it. • QA check extracted files of co-abstractors to ensure that high quality output is provided.
• Handling all inbound calls pertaining to customer general queries, complaints, comments, feedback and other raising issue related to company's products and services • Technical support is also provided for phone configuration and troubleshooting - Explains billings to subscribers • Give the best customer service experience - Work in a team to achieve the required results