Escazú, San Jose, Costa Rica
Accomplished, ambitious, and self-motivated professional with a keen eye for excellence—looking for the next challenge! With 8+ years of iGaming experience, I've excelled as a VIP Manager, VIP Team Manager, and Customer Service Specialist. I'm a tri-lingual and multi-talented team player with skills in account management, CRM, data analysis & reporting, and leading teams. My focus lies in developing and managing loyalty programs with a best in class service and creating stellar customer experiences. Innovative and goal-oriented, I'm passionate and deeply committed to customer success to drive overall company success.
As a VIP Manager I played a pivotal role in managing and growing the VIP segment and Loyalty Program for a new casino project, focusing on personalized engagement and responsible gambling practices. • Focused on personalized engagement and growth the VIP segment using various communication channels. • Ensured responsible gambling, customer due diligence and other compliance policies were adhered to in all VIP interactions. • Implemented proactive strategies to identify risks for player churn & problem gambling, as well as opportunities to further drive customer engagement and success. • Conducted direct outreach to VIP players via various communication channels and ran targeted CRM campaigns to gather valuable feedback, boost engagement & retention, reduce churn, and increase reactivations. • Collaborated with the CRM team to develop tailored promotions and offers for VIP players, driving increased loyalty and revenue. • Analyzed VIP segment performance data and provided actionable insights through weekly and monthly reports to senior management. • Assisted as Customer Support Team Lead when required and conducted QA reviews to ensure the highest standards of interaction were met between support agents and VIP players.
As the VIP Team Manager is was responsible for the management and oversight of all VIP customer accounts and relationships of the groups two brands: CasinoRoom.com & HighRoller.com. • Led a team of 5 high-performing VIP managers overseeing hiring, training, QA and professional growth. • Analyzed VIP segment performance and provided actionable insights through weekly and monthly reports to senior management. • Worked closely with marketing & CRM departments to optimize strategy and drive growth. • Led projects and provided continual evaluation of processes, procedures and opportunities for improvement of the VIP service to key stakeholders.
• Managed over 200 accounts for all German-speaking VIP customers in the DACH region. • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. • Optimized key customer relationships and strategies to achieve business KPI's.
• Responded to customer queries in a timely and accurate way, via phone, email and chat. • Achieved and maintained high customer satisfaction through proactive one-time resolutions of customer issues. • Resolved concerns with products or services to help with retention and drive sales. • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.