spinhireiGaming Operations and Customer Experience Professional
О специалисте
I am an iGaming Operations and Customer Experience professional with over 5 years of experience in sportsbook operations, customer support, fintech, and digital platforms. I have a proven track record in improving customer satisfaction, reducing churn, and leading support teams within high-volume regulated environments. My expertise includes VIP operations, payments, KYC verification, and incident management. I excel at collaborating with cross-functional teams like Trading, Risk, Payments, Product, and Customer Support to achieve operational excellence. I am seeking a role where I can leverage my skills to enhance operational efficiency and customer satisfaction in the iGaming industry.
Навыки
Опыт работы
Provided operational support for 20+ VIP players and monitored 10–20 live sporting events per shift.
Resolved 100+ customer inquiries daily with 90%+ CSAT and reduced customer churn by 20%.
Led a team of 15+ representatives, improving CSAT by 25% and maintaining 92% SLA compliance.
Resolved 150+ technical inquiries weekly with a 90%+ First Contact Resolution rate.
Assisted customers with loan applications and performed KYC verification.
Образование
2019–2022 · Diploma in Business Administration · Technical University of Kenya 2018–2018 · Certificate in Computer System Operations · Unity College of Professional Studies