jhilcastillo
Customer Service Shift Supervisor
Experienced Customer Service Shift Leader in a leading UK betting company, managing high-performing teams in a fast-paced environment. Skilled in escalations, dispute resolution, VIP support, and compliance. Strong expertise in risk management, fraud detection, and payment processing, ensuring secure transactions. Proven ability to optimize operations, enhance customer satisfaction, and drive service excellence.
Experience: 9 years
Yearly salary: $30,000
Hourly rate: $10
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
Customer Service - Shift Supervisor
Entain 2022 - 2025
Team Leadership & Performance Monitoring – Supervise and motivate a team of agents, ensuring high performance, adherence to SLAs, and providing coaching and feedback. Escalation & Dispute Resolution – Handle complex customer complaints, especially involving VIP players, payment disputes, and account issues. Compliance & Regulatory Adherence – Ensure the team follows responsible gambling policies, UK Gambling Commission (UKGC) regulations, and company policies to maintain legal compliance.
Customer Support Advisor
Entain 2018 - 2022
As a Customer Support Advisor, I handled inquiries, resolved complaints, assisted with accounts, processed payments, and ensured policy compliance. I also supported VIP customers, escalated issues, and maintained records to enhance customer satisfaction.
Skills
customer-success
customer-support
email-marketing
english
tagalog