Bas Haamers
Pieta
Summary
Dynamic and results-driven professional with extensive experience in customer service, marketing, and product.
My background includes problem-solving, mentoring teams, optimizing betting strategies, and product improvements.
Fluent in Dutch and English, embodying a solution-focused and results driven approach.
Overview
23
23
years of professional experience
Work History
Senior CS Agent & Second Line Support
BetFIRST
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or complaints.
- Resolved QA escalations effectively in direct contact with the providers of the casino games.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Monthly planning of rotating Shifts and managing shift swaps for both the French and Dutch CS Agents.
- Focus on procedures and product improvements.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Enhanced VIP guest satisfaction by providing personalized services and attending to special requests.
Customer Service Team Leader
BetFIRST
05.2022 - 01.2024
- Support in managing the French and Dutch CS Operations and be a role model for the team through trust, engagement, motivation, and transparency.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Monthly planning of rotating Shifts and managing shift swaps for both the French and Dutch CS Agents.
Pokerplayer
Self-Employed
05.2016 - 08.2022
- Expanded understanding of probability theory and game theory to optimize betting strategies and maximize winnings.
- Improved decision-making processes by maintaining exceptional discipline and focus during high-pressure games.
- Increased tournament earnings over time by refining game play based on careful analysis of past performances.
- Implemented risk management strategies during gameplay to minimize losses while capitalizing on profitable opportunities.
Senior Customer Service Agent
BetFIRST
03.2022 - 05.2022
- Actively listened to customers, handled concerns quickly, provided exceptional service, implementing solutions and escalating unresolved problems to upper management.
- Trained staff on operating procedures and company services.
- Promoted available products and services to customers during service.
- Escalated product issues on the website to relevant departments.
- Increased efficiency and team productivity by promoting operational best practices.
Casino CRM Executive
BetFIRST
07.2021 - 03.2022
- Responsible for the marketing retention casino campaigns (Newsletters, Web push/Inbox Notifications and text messages): idea generation, proposal preparation, overseeing the production process, and execution.
- Write content for Casinos lovers and deliver on a daily/weekly schedule
- Enhanced functionality and appearance of website and repaired functionality issues.
- Developed campaigns and specific marketing strategies for customers.
- Monitored trends in social media, industry and competitive landscape to create new material.
- Collaborated with team members and Design to achieve target results.
Customer Service Agent
betFIRST
01.2020 - 06.2021
- Actively listened to customers, handled concerns quickly, provided exceptional service, implementing solutions and escalating unresolved problems to upper management.
- Trained staff on operating procedures and company services.
- Promoted available products and services to customers during service.
- Escalated product issues on the website to relevant departments.
- Increased efficiency and team productivity by promoting operational best practices.
- Created support mail templates to provide the customers a more complete and faster reply on their concerns
Administrator
Olympia Agency
04.2013 - 05.2018
- Stock management. (SAP)
- Customers support
- Coordinate the order process
- Administration shipments
Call Center Operator
Randstad Agency
03.2012 - 03.2013
- Promoted available products and services to customers, account management and order calls
Bar Waiter
Holland Casino
03.2010 - 02.2012
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
Waiter
Olleke Bolleke
01.2002 - 02.2010
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers
- Placed orders for sandwiches and served dinner
Education
Economics
Florijn College
Breda07.2006
Skills
- Analytical
- Self-motivated
- Results-driven
- Responsibility
- Quick-learning
- Exceptional attention to detail
- Creative
- Solution-focused
- Developer
- Microsoft Excel
Hobbies
Poker, football, gaming.
Timeline
Senior CS Agent & Second Line Support
BetFIRST
01.2024 - Current
Customer Service Team Leader
BetFIRST
05.2022 - 01.2024
Senior Customer Service Agent
BetFIRST
03.2022 - 05.2022
Casino CRM Executive
BetFIRST
07.2021 - 03.2022
Customer Service Agent
betFIRST
01.2020 - 06.2021
Pokerplayer
Self-Employed
05.2016 - 08.2022
Administrator
Olympia Agency
04.2013 - 05.2018
Call Center Operator
Randstad Agency
03.2012 - 03.2013
Bar Waiter
Holland Casino
03.2010 - 02.2012
Waiter
Olleke Bolleke
01.2002 - 02.2010
Economics
Florijn College
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