At Metawin / WOWVegas, I managed community engagement by ensuring safe, compliant user interactions and mentoring junior moderators to effectively handle escalations. I provided real-time assistance and...

At BetVictor, I led detailed case reviews on safer gambling alerts and discovered a novel risk pattern where players attempted to bypass self-exclusion by reopening accounts. I implemented targeted interventions...

Delivered excellent customer service while ensuring compliance with safer gambling standards. Coached peers in handling difficult customer conversations. Managed high-pressure situations with empathy and...

Designed and implemented loyalty and re-engagement strategies. Strengthened customer relationships while ensuring regulatory compliance.

Supported customer engagement and moderated live community chats. Handled sensitive customer queries and promoted safe play practices.

Supported FSA investigations into mis-sold IRHPs. Supervised document audits, sanctions tracing, and case reporting. Quality-controlled outputs across the team and presented findings to senior management....

Led service teams in delivering high-quality customer support, resolving escalated issues effectively and efficiently. Conducted regular performance evaluations of service personnel, providing constructive...

Directed daily operation of 192 call centre business and flexed with changing demands to consistently meet objectives. Implemented strategic plans to achieve team targets, resulting in a 20% increase in...

Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce. Led training sessions for new team members, fostering a collaborative learning environment to promote...

Monitored staff performance and developed improvement plans. Assisted with team recruitment, interviewing and onboarding.