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
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 -
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