High-Value Account Management | Customer Operations

• Manage personalised outbound customer communications focused on customer satisfaction, engagement, retention and reactivation.; • Build and maintain professional customer relationships through personalised communication and tailored rewards designed to strengthen player engagement, encourage retention and drive revenue.; • Identify opportunities to enhance customer engagement through individualised interactions and relevant reward offerings.; • Conduct KYC checks and request Source of Funds documentation in coordination with AML teams.; • Review payment-related alerts and collaborate with relevant departments to resolve account and transaction issues.; • Identify customer concerns and account-related risks, escalating cases appropriately.; • Maintain accurate case documentation while working across multiple internal systems and departments.

• Managed high-risk and high-value customer accounts, assessing behavioural and account activity for potential risk indicators.; • Analysed customer behaviour and activity trends to identify significant changes and determine appropriate interventions.; • Conducted structured customer interactions through email and telephone, including sensitive and complex cases.; • Reviewed Source of Funds documentation and worked closely with relevant compliance functions.; • Conducted re-entry interviews for customers returning from the Dutch National Self-Exclusion Database (Cruks) and submitted requests for involuntary registration where required.; • Developed and updated Standard Operating Procedures.

• Supervised day-to-day Responsible Gambling operations and supported the handling of complex and sensitive customer cases.; • Managed escalated cases involving legal threats, refund requests and high-risk customer situations.; • Conducted high-value customer reviews and assessed the effectiveness of previously implemented measures.; • Created, maintained and improved departmental Standard Operating Procedures.; • Worked directly with Legal to provide accurate customer information and supporting documentation for legal cases.; • Supported operational decision-making and ensured cases were handled consistently and in line with internal procedures.

[скрыто] · Founder & Social Media Manager | Instagram, Facebook & TikTok · Self Employed — • Built, managed and successfully sold an entertainment-focused social media brand, growing its Instagram account to 181,000 followers across just 181 posts through social media management, content strategy, content curation and audience growth.; • Developed and repurposed comedy show and comedian podcast footage into engaging short-form videos, using video editing, content development and captioning/subtitling to create entertaining Reels. Reached 32 million Instagram accounts within a 30-day period. Separately, the account's highest-performing video generated 10M+ views and 1 million likes.; • Managed cross-platform content distribution across Instagram, TikTok and Facebook, adapting and republishing content to expand audience reach and generate an additional 10M+ views on TikTok.

• Reviewed player accounts to identify risk patterns and determine appropriate interventions.; • Conducted responsible gambling interventions via email and telephone, addressing customer risk and wellbeing concerns.; • Monitored high-value players, including the top 100 biggest spenders, with a focus on identifying changes in behaviour and risk.; Represented the Responsible Gambling department in an in-person meeting with the Dutch Gambling Authority (KSA), presenting customer cases and explaining interventions, procedures and the rationale behind the company's approach.; • Contributed to the development and improvement of Responsible Gambling procedures and supported team distribution tasks.; • Delivered training to new Customer Service agents and mentored new Responsible Gambling specialists to support team performance and consistency.; • Applied a customer-focused and risk-aware approach when handling sensitive player cases.

• Provide customer support across Sportsbook, Live Casino and Casino, resolving player queries and service-related issues.; • Support land-based casino partners with service and operational problems.; • Investigate game-related issues and escalate technical cases to game providers for further investigation.; • Escalate player issues to relevant internal departments for specialist support and resolution.; • Maintain accurate case documentation while coordinating with players, casino partners, providers and internal teams.

• Conducted outbound onboarding calls with restaurant partners, consistently activating 5–8 partners per working day and bringing them live and ready to receive orders.; • Guided new partners through account setup, onboarding and operational processes, including delivery radius configuration, opening hours and courier arrangements.; • Verified partner KYC information and reviewed restaurant menus to ensure accuracy and completeness before activation.; • Created complete restaurant menus in the Uber Eats app as an additional responsibility, including dish names, descriptions, prices, photos and modifiers, supporting the menu team during periods of high workload.; • Managed onboarding or customer related cases through Salesforce, ensuring timely follow-up and resolution of onboarding issues.; • Built strong relationships with business partners, providing clear guidance and support throughout the onboarding process.; • Supported and mentored new team members, contributing to consistent service quality and team performance.