Christina Kouravelou
Santa Venera
Summary
Customer Service Representative with 3 years experience within the I-gaming sector bringing top-notch skills and understanding of Casino operations. Highly self-motivated enhances Casino Customer experiences by employing service-oriented behaviours, understanding Customers' desires and providing customized solutions regarding Casino products to build loyalty. Fully familiar with I-gaming procedures and framework passes knowledge on effectively to newcomers in the industry.
Overview
9
9
years of professional experience
1
1
Certificate
4
4
Languages
Work History
Customer Service Representative
Brainrocket Ltd
04.2023 - Current
- Delivering prompt service to prioritize Casino Customers' needs.
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhancing productivity levels by anticipating needs and delivering outstanding support.
- Investigating and resolving customer inquiries and complaints quickly and effectively.
- Maintaining up-to-date knowledge of product and service changes and providing feedback for improvement to the Management.
- Training and assisting new members of the team with their onboarding process
Customer Support Loyalty Agent
Betsson Group
11.2022 - 03.2023
- Resolved VIP level Customers' queries quickly and effectively via multiple channels (phone, email and chat).
- Promoted current marketing campaigns and promotions.
- Worked directly with the Key Account Manager of the Greek Market and the Greek CRM team
- Improved the already existing VIP policies and gave feedback for launching new ones
- Assisted in supporting other markets ( Swedish, Finnish, Italian) as per department's procedures
- Close communication with other departments ( AML, Responsible Gaming , Payments) to resolve VIP customers' queries in a timely and effective manner
Greek Customer Support Representative
Betsson Group
11.2021 - 10.2022
- Escalation of KYC/RG/AML/Risk queries and handling in real-time
- Maintained up-to-date knowledge of Casino and Sportsbook Products and services.
- Worked to address all customer's queries in a timely and effective manner
- Handled customers' queries about technical issues, promotions, and payments.
- AML and RG training
- Worked towards achieving the KPIs of the Team
- Training and onboarding new members of the team effectively
Customer Service Representative
Rebels Gaming Ltd
03.2021 - 10.2021
- Introduction to Gaming
- KYC/ Verification of accounts
- Introduction to AML, Risk procedures
- MGA license
- Real-time interaction with customers via email and chat
Exports Department Coordinator
Damoura Bros Co.
11.2017 - 04.2018
- Promoting Agriculture Products (Olive Oil, Olives)
- Expand and maintain the Portfolio in the EU and USA
- Improve Company's Performance (Sales and Exports Procedures)
- Creation of Marketing Campaigns in collaboration with the Director
- Representing the Company in European Agriculture Competitions
Guest Relations Officer
Neilson Active Holidays
05.2015 - 10.2017
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution. Interaction with all departments in order to maintain quality of services in high levels.
- Recommended hotel services or amenities that guests may find useful.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Training and monitoring of new members of the team
Education
Bachelor's - Business Administration - Marketing Management
University of Piraeus
Piraeus, Greece 04.2001 -
Skills
Multitasking
Creative problem solving
Professionalism and Strong Work Ethic
Time Management
Communication Skills
Quick learning and adapting Skills
Self motivation
Proactiveness
Certification
ECDL European Computer Driving License
Timeline
Customer Service Representative
Brainrocket Ltd
04.2023 - Current
Customer Support Loyalty Agent
Betsson Group
11.2022 - 03.2023
Greek Customer Support Representative
Betsson Group
11.2021 - 10.2022
Customer Service Representative
Rebels Gaming Ltd
03.2021 - 10.2021
Exports Department Coordinator
Damoura Bros Co.
11.2017 - 04.2018
Guest Relations Officer
Neilson Active Holidays
05.2015 - 10.2017
ECDL European Computer Driving License
06-2006
Bachelor's - Business Administration - Marketing Management
University of Piraeus
04.2001 -