Pierre Johansen
Gzira,Gzira
Summary
Ideally looking for a position within the I-gaming industry which I have worked in for 6+ years. Flexible in regard to hours worked (night/day shift). French and English spoken fluently, task oriented, reliable, and a keen learner.
Overview
7
7
years of professional experience
Work History
Customer Support Shift Leader
Pressenter Group Ltd.
05.2022 - Current
- Identifying problem gamblers
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Senior Customer Service Agent
Pressenter Group Ltd.
12.2021 - 04.2023
- Managing 80+ contacts a day on 8 brands
- Responded to customer calls and emails to answer questions about products and services.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
Customer Service Representative
Pressenter Group Ltd.
01.2021 - 11.2021
- Managing 80+ contacts a day on 8 brands
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Customer Care Agent
Aniksi Ltd.
02.2020 - 01.2021
- Identifying problem gamblers and taking necessary steps to curtail problematic behaviour
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
CRM Executive
Condor Gaming
09.2019 - 01.2020
- Analyzing customer data to ensure deposit levels
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Customer Care Agent
Jackpotjoy
11.2018 - 08.2019
- Identifying problem gamblers and taking necessary steps
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Service Representative
ComeOn
06.2017 - 10.2018
- Ensuring customer satisfaction and loyalty
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High school diploma with honors -
Fairfax high school
01.2001
Skills
- Production Scheduling
- Operations Support
- Production Reporting
- Equipment Troubleshooting
- Strong Verbal and Written Communication
- Customer Service Management
- Team Collaboration and Leadership
- Team Leadership
- Staff Supervision
- Assigning Work
- Team Supervision
- Account Management
Personal Information
- Date of Birth: 06/27/1984
- Nationality: French/American
Languages
English, French
Native language
Italian
Intermediate
B1
German
Elementary
A2
Timeline
Customer Support Shift Leader
Pressenter Group Ltd.
05.2022 - Current
Senior Customer Service Agent
Pressenter Group Ltd.
12.2021 - 04.2023
Customer Service Representative
Pressenter Group Ltd.
01.2021 - 11.2021
Senior Customer Care Agent
Aniksi Ltd.
02.2020 - 01.2021
CRM Executive
Condor Gaming
09.2019 - 01.2020
Customer Care Agent
Jackpotjoy
11.2018 - 08.2019
Customer Service Representative
ComeOn
06.2017 - 10.2018
High school diploma with honors -
Fairfax high school
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