Carmen Maria Rostotchi

• Lead a team of Sustainability Partners, overseeing key markets including Romania, Hungary, Norway, Italy, Poland, and International. We provide essential support to key stakeholders in areas such as Player Sustainability, Legal, and Compliance, and play a pivotal role in mitigating risks associated with Responsible Gambling and Anti-Money Laundering;
• First point of contact for escalations from team members and support departments, proactively offering advice & sourcing solutions to ensure effective resolution;
• Monitor and analyze performance in all assigned markets and create action plans based on the performance of the key KPI's;
• Identify potential issues with high net worth customers and flaws in internal processes and flag them with relevant stakeholders to ensure the improvement of day to day operations and customer experience;
• Take full ownership of proactive outbound CS communication with key focus on sustainability, compliance and customer experience/service;
• Work closely with legal and Player Sustainability teams to ensure alignment and to improve internal communication flow around high risk outbound communication for get help, that will improve customer experience and support the ”Build on Trust” transformation;
• Various other market specific tasks and responsibilities related to proactive service, retention and relationship building of our high value customers that aims to drive revenue and business value, but still within guidelines of our sustainability strategy;
• Work closely with Player Sustainability, Account managers, CS, Eservice, Marketing teams, Payments and Country team to support and drive the relevant local market strategy from a proactive service point of view;
• Ensure the delivery of a superb and highly proactive service and gaming experience to our customers.

• Manage outbound responsible gaming (PSEDS) related contacts through various communication channels;
• Follow up on legal cases, GDPR Requests from customers through various communication channels;
• Collaborate and assist with various stakeholders in order to maintain a long-term relationship with our customers;
• Personal and team projects to improve the quality of existing and new procedures;
• Proactively contacting HNW customers to ensure their activity remains sustainable;
• Prioritizing and de-risking High Net Worth (HNW) customers by ensuring they have knowledge of our Safer Gambling tools, and also requesting documents to finalize Source of Funds/ Source of Wealth verification and supporting them during the process;
• Educating customers from early life on our document requirements based on the different markets regulations;
• Liaising with our legal and compliance department to efficiently handle complaints from customers and escalate them to the relevant departments;
• Maintaining reporting for use of external audits and regulator requests.

• Deliver customer support across LiveChat and e-mail;
• Guide players through the website and/or Mobile App platform assisting them in using our services and products;
• Help to resolve different customer queries;
• Work closely with other departments like Payer Safety, Responsible Gambling and CRM to ensure a positive and safe gambling experience;
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities.

• Supervise day-to-day operations in the customer service department; plan, assign and monitor work tasks for optimum team efficiency;
• Delegate work tasks to ensure proper functioning of the department; perform staff performance evaluations;
• Formulate and implement customer service policies and procedures;
• Collate and analyze data to identify strategies for improvement of service and productivity;
• Active role in recruiting, training and monitoring new joiners for the Customer Service Department;
• Provide guidance and support to the team, assisting them with challenging calls and issues, and effectively managing and defusing escalated customer concerns;
• Monitoring the performance of the team members and implementing corrective measures as required;
• Collaborate with other departments (fraud, compliance, marketing, legal) to ensure integrated and efficient operations, resulting in improved compliance rates, enhanced customer satisfaction, and streamlined processes;
• Analyzed customer service data to identify trends and opportunities for improvement.

• Communicate with current and potential customers via phone and email about the company’s products;
• Suggest the best options to meet the customers’ needs;
• Give price estimates to the customers;
• Track the orders until they are delivered.

As an Area Coordinator, I oversaw all the betting shops from district 1 and 2 - about 20 shops in total. My duties included:

• monitoring the team and the performance versus targets;
• active role in recruiting and monitoring of new joiners for the locations opened by the company;
• active role in management meetings;
• evaluating overall team performance, create policies and procedures;
• contribute to team effort by accomplishing related results as needed;
• achieve employee outcomes by communicating job expectations; organizing, monitoring, and evaluating job performance.

• Processing Bets and Payouts: Utilizing specific systems to accept bets from customers and payout winnings when bets are successful;
• Explaining Odds and Betting Options: Providing information to customers about different odds and various ways to place bets;
• Product Information: Offering details about gaming machines and other betting products available in the shop;
• Updating Display Boards: Keeping the display boards up to date with current betting opportunities and odds;
• Vigilance Against Illegal Activity: Remaining alert for potential fraud, underage gambling, or any other illegal behavior, and taking necessary actions to prevent it;
• Balancing Finances: Ensuring that the shop’s takings are accurately balanced at the end of the day.