terza02

Managed and nurtured a portfolio of 300+ high-value user accounts, ensuring long-term engagement, retention, and satisfaction. • Designed and delivered personalized promotions and loyalty initiatives, contributing to higher user activity and improved retention. • Acted as the primary contact for high-value users, resolving issues with speed and discretion, maintaining a 95%+ satisfaction rate. • Conducted data-driven analysis of user behavior to identify trends and implement targeted engagement strategies. • Partnered with cross-functional teams (marketing, operations, product) to enhance the overall user journey and onboarding process. • Ensured compliance with industry standards, responsible gaming policies, and internal procedures.

Delivered technical support in a high-volume helpdesk environment, handling 40+ incidents daily across POS systems, PCs, printers, and retail hardware. • Resolved Level I technical issues remotely, leveraging diagnostic tools and knowledge bases to achieve a first-call resolution rate above 85%. • Collaborated with escalation teams to ensure rapid resolution of complex incidents, reducing average downtime for clients. • Generated daily and weekly incident reports, identifying recurring faults and contributing to process improvements. • Supported special projects aimed at optimizing support workflows, improving ticket resolution speed, and enhancing customer satisfaction. • Consistently recognized for clear communication and problem-solving skills, therefore, strengthening client trust.