I am a reliable and flexible worker offering a wide range of services, including house cleaning, IT support, customer service, virtual assistance, and other tasks. I have experience working with different clients, can adapt quickly, and always aim to provide high-quality service. Open to both short-term and long-term tasks.

Professional Experience

2024 - 2025
GlobalCX Solutions (Freelance Consulting)
Customer Experience Manager

• Led cross-functional team of 12 specialists to optimize customer journeys across multiple digital platforms

• Managed VIP client programs, increasing loyalty and retention rates by 25%

• Oversaw conflict resolution processes and implemented new escalation protocols reducing resolution time by 40%

• Designed and led CRM optimization projects using Salesforce and Front, improving data quality and client segmentation

2022 - 2024
VirtuoGaming Group (International Remote Team)
Team Lead, Player Loyalty & Experience

• Managed a distributed team of 15 agents across 3 regions

• Led VIP engagement strategy across live chat, calls, and email, achieving top satisfaction scores in VIP segment

• Coordinated technical issue resolution between operations and engineering teams via Jira and Confluece

• Conducted weekly training sessions to upskill staff on compliance, customer handling, and CRM tools (Zendesk, Salesforce)

2023 - 2024
ProxyLive Solutions
Player Loyalty & Experience Specialist

• Resolved customer complaints related to live games, ensuring fair outcomes and game integrity.

• Monitored dealer actions and system performance to identify and escalate irregularities.

• Collaborated with internal teams to resolve technical issues impacting gameplay.

• Ensured all game results and outcomes were processed in accordance with compliance standards.

2020 - 2023
LegitGrails
VIP Client Relations Specialist

• Managed relationships with high-value VIP clients to ensure loyalty and satisfaction

• Provided personalized service and support to VIP players via multiple channels (calls, chats, email)

• Handled VIP complaints, disputes, and escalations with discretion

2018 - 2020
Evolution Gaming
Card Quality Assurance Specialist

• Evolution Gaming oversaw dealer card handling and verified game rule compliance in real-time.

• Logged incidents and communicated with senior staff to maintain fair play and security.

• Performed visual and tactile inspection of playing cards to detect wear, damage, or tampering. Verified the authenticity and compliance of cards before and after use on gaming tables

• Conducted quality control checks during card rotation procedures

• Documented inspection results and prepared compliance reports

Education
University of the People
Bachelor of Science in Digital Experience Management
2018-2021