Senior VIP QA / VIP Account Manager (Sportsbook & Casino)

Sobre o especialista

VIP quality and account management professional with about five years in customer service, four of them in iGaming VIP roles. Currently a Senior VIP QA at an iGaming operator in Panama: reviews evaluations completed by VIP QA colleagues for accuracy and compliance with global VIP procedures and joins team-lead calibration meetings to align scoring. Previously, as VIP QA Manager, evaluated VIP managers' communications across email, calls and chat and delivered monthly coaching sessions. Before moving into QA spent three years as a VIP Account Manager for sportsbook operators, managing portfolios of more than 100 high-value players. iGaming experience: yes (sportsbook and casino VIP, operator side). Looking for a remote senior VIP QA, VIP quality or VIP account management role.

Competências

Experiência de trabalho

Senior VIP QA — iGaming operator, Panama — 2026–present: reviews VIP QA evaluations for accuracy and consistency, calibration meetings with team leads, feedback on coaching quality VIP QA Manager — iGaming operator, Panama — 2025–2026: evaluated VIP manager communications across email, calls and chat, monthly coaching sessions VIP Account Manager — iGaming operator, Panama — 2024–2025: portfolio of high-value accounts, proactive problem-solving and relationship building VIP Account Manager — sportsbook operator, Panama — 2023–2024: managed more than 100 VIP players, prompt issue resolution VIP Account Manager — sportsbook operator, Panama — 2022–2023: gameplay inquiries, personalised assistance for a large player portfolio Customer Service Specialist — BPO, Panama City — 2021–2022: support for a US retailer's appliances and home theatre department

Educação

Psychology — Universidad Latina, 2020–2021 Bachelor of Science and Literature — Instituto Italiano Enrico Fermi, Panama City, 2006–2019

Idiomas

Spanish, English