Experience

• 

  Grecotel hotels & resorts

  Jun 2007 - Oct 2008

  Assistant guest services manager

  • Managing all administrative duties including: Departmental rosters, monthly event schedules for venues site-wide, payroll, invoices and purchase orders• Checking daily customers’ satisfaction and providing accurate feedback to Management • Coaching and mentoring members of the team • Increasing sales by understanding customer needs and promoting upgrade packages as per hotel strategy (upgrading rooms, spa therapies, organising excursions) • Escorting guests to the rooms and explaining the Hotel facilities and amenities Show less

• 

  Grecotel hotels & resorts

  May 2009 - Nov 2011

  Guest services manager

  • Managing a team of 8 and ensuring Front Office operations are performed• Responsible for VIP arrivals from reservation stage focusing on the perfect arrival/departure experience and liaising with local authorities when needed• Meet & greet arriving/departing guests and provide proactive lobby management • Maintaining and improving guest retention and coordinating all guest requests with other departments• Maintain professional attitude whilst under constant pressure meeting tight deadlines• Maintaining internal and external relationships with clients • Report daily to the General Manager and participate on decision making• Analyse Customer Satisfaction index result and introducing new ideas to improve product offered Show less

• 

  Bet365

  Dec 2011 - now

  • Managing a contact centre team of 15 advisors in a multicultural environment of 16 different countries and introduced SLA’s & KPI’s based on quality, speed and productivity.• Implemented operational forecasting and live observation methodology, recording instances of advisors’ development and completing their role to the highest standards• Implementation of first contact resolution program and guiding the advisors to provide more accurate and faster resolution for our customer• Supporting the operational delivery to enhance customer service and create a customer centric environment• Identifying issues and trends that need to be escalated by alerting Management and communicating effectively with Superiors• Analyse current processes, implement change, own critical process improvements• Lead, collaborate and motivate teams to perform in alignment to companywide directives in a multicultural environment• Daily/ weekly and periodical reporting• Ensuring all policies, procedures and confidentiality of information are adhered to Show less • Working closely with Induction Manager to address areas of improvement and individual employee's progress.• Welcoming new recruits and making them feel comfortable, playing an important role in providing the right bet365 experience• Introducing and training to new recruits to comply with internal policies and procedures.• Coaching and supporting the new starters to develop their skills and meet company’s expectations • Assessing, evaluating and providing feedback on training assignments completed by new recruits Show less • Dealing with over 130 customer’s accounts on a daily basis and delivering first class service to customers via multiple communication channels such as email, live chat and telephone to assist with queries• Provide accurate and timely technical support regarding the company's different products and software (sports booking, casino, poker, games), monetary related requests, placing bets, sports rules, fraud and compliance issues • Operating as an intermediary between customers and the different departments throughout the company • Monitoring customer's activity for loyalty bonuses, retention and reactivation• Dealing with VIP customers and resolve their request• Dealing with Responsible Gambling cases and help customers to bet responsible• Completing operational support for KYC (BDD EDD and LAS processes) in the verification department • Daily communication with other departments such as Fraud & Risk, Payments, Key Accounts, Betting Support etc.• Very Good Knowledge of Casino, Poker, Games, Financials products Show less

  • Customer Due Diligence / Anti-Money Laundering & Safer Gambling Deputy Manager at bet365

    Jul 2022 - now

  • Customer Due Diligence and Anti-Money Laundering Supervisor

    Aug 2019 - Jun 2022

  • Customer Due Diligence and Anti-Money Laundering Team Leader

    Jan 2018 - Jul 2019

  • Customer Due Diligence and Anti-Money Laundering Specialist

    Feb 2017 - Jan 2018

  • Account Team Lead

    Oct 2014 - Jan 2017

  • Training Instructor

    Apr 2013 - Sept 2014

  • European Customer Account Advisor

    Dec 2011 - Sept 2014