spinhireiGaming Retention & VIP Manager
À propos du spécialiste
iGaming retention and customer experience professional who progressed from Customer Support Agent to Middle-Level Support and then Retention Manager at an iGaming support provider. Managed retention and reactivation for the Croatian and Slovenian markets, independently running daily player portfolios, conducting 100+ outbound calls per shift alongside phone, live chat, email and Telegram, creating personalized retention offers based on player activity, handling objections and working against KPI and QA standards with Country Managers. Earlier resolved account, payment and technical issues in Zendesk in a high-volume support role, had a first stint in customer support at a Croatian betting operator and a database administrator role at a football data company. Holds a Master's in Economics (Management). Open to remote VIP Management, Retention, CRM, Player Experience or Team Lead roles.
Compétences
Expérience de travail
Retention Manager — WeDoSupport (iGaming) — 04.2026–08.2026: retention and reactivation for Croatian and Slovenian markets, 100+ outbound calls per shift, personalized offers, KPI/QA targets Middle-Level Customer Support Agent — WeDoSupport (iGaming) — 12.2024–04.2026: promoted from Junior, live chat and email support, account, payment and technical issues, escalations, Zendesk Database Administrator — Quick Football Data d.o.o. — 09.2021–12.2021: managed large datasets, data-quality processes, reporting Customer Support Agent — Hattrick PSK d.o.o. (betting) — 04.2021–07.2021: fast-paced betting support, onboarding of new team members, process improvements Sales Associate / Crew Member — ACME Markets, Sal's Pizza (USA) — 06.2024–10.2024: seasonal work Tour Guide — Eco TukTuk, Croatia — 2019–2022
Éducation
Master of Economics (Management) — University of Zadar, 2022–2025 Bachelor of Economics (Management) — University of Zadar, 2019–2022 II. Language High School Split (Croatian, English, Italian), 2013–2017
Langues
Croatian native, Slovenian fluent, English fluent, Italian basic