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Customer Service & Betting Operations Supervisor with 20+ years of industry experience
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Competencies
Directed customer service teams, ensuring high standards in client support and issue resolution.
Coordinated sports betting and horse wagering operations, managing lines, postings, and discrepancies.
Designed training manuals and led training programs for customer service and sportsbook staff.
Supervised account transactions, deposits, adjustments, and fraud controls across various platforms.
Collaborated with IT and marketing teams to develop systems for wager tracking and promotional campaigns.
Languages
Summary
Over 20 years of experience in customer service, sportsbook operations, team training, and systems management within the betting and gaming industry. Skilled in handling complex account issues, managing betting platforms, and developing training programs.
Key Achievements
- Led development of Betfrequent/Be FREE Affiliate Program, enhancing marketing channels.
- Managed customer service operations across multiple sportsbooks, ensuring process efficiency.
- Created and revised training manuals, coordinated training sessions on customer service and bookmaking.
Experience
Customer Service and Betting Clerk
General Customer Service (Deposit and Payout Information and Processing), New Member Sales and Closing (Top Gun Program), New Accounts and Marketing, Wager Placing, Pioneer of the Betfrequent/Be FREE Affiliate Program
Customer Service Supervisor/ Trainer
General Customer Service Training and Supervision, New Member Daily Program (Sales reports and stats), Accounting Transactions Supervision, Wager and Casino Discrepancies, Floor Scheduling and Work Load Coordination, Special Projects: Affiliates and Sales, Customer Service Training Coordination and...
Post up and Credit Customer Service Agent
General Customer Service, New Members, Transactions (Deposits and Adjustments), Wager and Casino Discrepancies
General Manager
All Customer Service Coordination and Scheduling, New Accounts and Sales Coordination, Accounting Overview (Transaction Reports, Bonuses, Adjustments and Fraud Control), Deposits and Customer Account Adjustments, Payout Overview and Account Revision for Scam Players, Book Making and Horse Wagering...
Post Up and Credit Customer Services Manager
All Customer Service Coordination and Scheduling, New Accounts and Sales Coordination, Credit Agent Services, Accounting Overview, Deposits and Customer Account Adjustments, Payout Overview and Account Revision for Scam Players, Casino and Bookmaking discrepancies., Special Projects (email station,...
Operations Manager
All Customer Service Coordination and Scheduling, New Accounts and Sales Coordination, Accounting Overview, Deposits and Customer Account Adjustments, Payout Overview and Account Revision for Scam Players, Casino, Bookmaking and Horse racing discrepancies., Special Projects (email station,...
Customer Service and Lines Stage Manager
Customer/Agent Services, New Accounts, Deposits and Customer Account Adjustments, Casino, Bookmaking and Horse racing discrepancies, Line Charting and Line Posting, Agent Services and New Packages, New Agent Acquisitions and Profile underwriting, Agent Customer Query Maintenance
Deposit Assistance Department Agent
Emailed, Live Chat, Emailed and Phone Assistance for Customers
Part Time Sales, Training and Sportsbook Software Consultant
Manual Creation for Sky Software Applications, Clerk, Customer Service, Agent Administration and Lines Chart Applications., Installation Time tables and Training of Applications, Customer Service and Bookmaking Training Coordination, Live Prep Assistance for Online activation of software
Part Time Wager Placer
Place wagers called out on a conference call via Skype, Inventory and report of wagers placed.