Language
English
Fluent
Spanish; Castilian
Advanced
Work Experience
Loan Consultant at 88 Holdings, Gibraltar
February 1, 2008 - February 1, 2008Proactively contacted and engaged prospective clients, converting opportunities into approved loans while consistently meeting or exceeding sales targets. Consulted with clients on financial solutions, improving satisfaction and achieving sales targets. Reviewed and submitted loan applications, ensuring KYC, AML, and SOCA compliance. Recommended approvals or denials based on detailed financial assessments. HSBC, HSBC, Chelmsford, Essex ... more
VIP Account Manager at 88 Holdings, Gibraltar
November 1, 2012 - November 1, 2012Delivered high-quality support in a fast-paced environment, maintaining service excellence. Logged customer interactions and resolutions to improve process efficiency. Identified and resolved customer issues promptly to enhance loyalty.
VIP Account Manager at 88 Holdings, Gibraltar
December 1, 2017 - December 1, 2017Managed a portfolio of VIP clients, maintaining frequent communication to ensure satisfaction and retention. Analyzed player data to tailor personalized experiences and promotional offers. Organized and attended international VIP events in Montreal, Las Vegas, and Munich, strengthening client relationships. Oversaw scheduling of the VIP Account Manager team, designing the monthly rota to ensure operational efficiency, equitable workloads, and high team morale.
VIP Account Manager at 88 Holdings, Gibraltar
June 1, 2023 - June 1, 2023Supervised a team of High Value Support Representatives, overseeing hiring, onboarding, training, and performance management. Managed the transition of members into VIP status, ensuring KYC and SOF compliance. Collaborated with Operations to streamline verification processes and enhance member satisfaction. Handled sensitive, high-profile client issues with discretion and professionalism. Delivered outbound and ad-hoc projects, meeting deadlines and exceeding quality targets. Maintained high energy and engagement in a fast-paced, client-centric environment.
Loan Consultant at 888 Holdings
January 1, 2009 - January 1, 2009Proactively contacted and engaged prospective clients, converting opportunities into approved loans while consistently meeting or exceeding sales targets. Consulted with clients on financial solutions, improving satisfaction and achieving sales targets. Reviewed and submitted loan applications, ensuring KYC, AML, and SOCA compliance. Recommended approvals or denials based on detailed financial assessments.
VIP Account Manager at 888 Holdings
November 1, 2012 - November 1, 2012Managed a portfolio of VIP clients, maintaining frequent communication to ensure satisfaction and retention. Analyzed player data to tailor personalized experiences and promotional offers. Organized and attended international VIP events in Montreal, Las Vegas, and Munich, strengthening client relationships. Oversaw the scheduling of the VIP Account Manager team, designing the monthly rota to ensure operational efficiency, equitable workloads, and high team morale.
VIP Account Manager at 888 Holdings
December 1, 2017 - December 1, 2017Managed a portfolio of VIP clients, maintaining frequent communication to ensure satisfaction and retention. Analyze player data to tailor personalized experiences and promotional offers. Organize and attend international VIP events in Montreal, Las Vegas, and Munich, strengthening client relationships. Oversaw scheduling of the VIP Account Manager team, designing the monthly rota to ensure operational efficiency, equitable workloads, and high team morale.
Onboarding & Training Lead at 888 Holdings
August 1, 2018 - August 1, 2018Designed and delivered structured onboarding programs for all new hires, covering company policies, processes, and systems. Presented multi-week classroom training sessions to ensure consistent knowledge and skill development across the company. Monitored learning outcomes and continuously refined training materials for maximum effectiveness. Identified and developed talented staff for progression within the company. Supported departmental training compliance and internal development initiatives.
VIP Account Manager – Team Lead at 888 Holdings
June 1, 2023 - June 1, 2023Supervised a team of 5 High Value Support Representatives, overseeing hiring, onboarding, training, and performance management. Managed the transition of members into VIP status, ensuring KYC and SOF compliance. Collaborated with Operations to streamline verification processes and enhance member satisfaction. Handled sensitive, high-profile client issues with discretion and professionalism. Delivered outbound and ad-hoc projects, meeting deadlines and exceeding quality targets. Maintained high energy and engagement in a fast-paced, client-centric environment.
Education
BTEC National Diploma in Sports Science at Moulsham High School
January 1, 1996 - January 1, 1998BTEC National Diploma in Sports Science at Moulsham High School
January 1, 1996 - January 1, 1998Qualifications
Industry Experience
Gaming, Professional Services, Media & Entertainment, Software & Internet, Other
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