Summary
Overview
Work history
Education
Skills
Timeline
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IOANNIS MAKRIS

Gharghur,Malta

Summary

Experienced and results-oriented professional with a strong background in business operations, customer management, and team leadership across multiple industries. With a proven track record in European business operations, casino management, and law enforcement, I have developed a versatile skill set in strategic planning, process optimization, and team supervision.

Throughout my career, I have successfully led high-performing teams, managed customer accounts, and ensured seamless business operations, particularly in high-pressure and fast-paced environments. My ability to analyze data, improve workflows, and enhance customer experiences has consistently contributed to operational efficiency and business success.

Bringing a mix of leadership, problem-solving, and compliance expertise, I am skilled at risk management, crisis handling, and regulatory adherence. A proactive professional with a hands-on approach, I excel in cross-functional collaboration and fostering productive work environments.

Overview

23
23
years of professional experience
5
5
years of post-secondary education

Work history

European Business Operation Supervisor Night Shift

bet365
Sliema, Tas-Sliema
12.2022 - Current
  • Managed and optimized CRM systems to enhance customer interactions and service efficiency.
  • Led CRM data analysis to identify trends and improve customer engagement strategies.
  • Ensured seamless integration of CRM tools with business operations for better client management.
  • Conducted comprehensive customer due diligence (CDD) and enhanced due diligence (EDD) for high-risk clients to ensure regulatory compliance.
  • Monitored and reviewed CDD documentation to maintain compliance with AML and KYC regulations.
  • Ensured adherence to AML regulations by monitoring and reporting suspicious activities.
  • Led AML training sessions to educate teams on regulatory requirements and best practices.
  • Worked closely with compliance and risk teams to enhance AML frameworks and controls.
  • Implemented fraud detection strategies to mitigate financial and reputational risks.
  • Analyzed transaction patterns to identify suspicious activities and support fraud investigations.
  • Managed and nurtured relationships with high-value clients to ensure satisfaction and loyalty.
  • Developed customized solutions to meet key account needs and align with business objectives.
  • Acted as primary point of contact for key accounts, addressing inquiries and resolving issues efficiently.
  • Coordinated with internal departments to streamline service delivery for key clients.
  • Led a team, including task allocation, escalation management, and productivity monitoring.
  • Identified process improvements to increase efficiency, quality, and productivity.
  • Designed strategic schedules and workloads to optimize team performance.
  • Provided ongoing development and support for Team Leaders and Advisors.
  • Scheduled staff and delegated assignments to meet operational and project requirements.
  • Updated management on team activities and progress through regular meetings.
  • Served as an escalation point for complex customer queries.
  • Maintained high standards of accuracy and quality in data entry and recordkeeping.

European Customer Team Leader Night Shift

bet365
Sliema, Malta
07.2021 - 12.2022
  • Developing advisors through coaching and mentoring.
    Identifying training needs for advisors based on performance reviews.
  • Being an escalation point for advisors regarding customer queries.
    Supporting Supervisors in the ongoing management of the department.
  • Completing delegated tasks from the Departmental Supervisor or Management Team.
  • Day to day assistance within the department to ensure Live Chats , Emails, Web Messages and Tasks are completed in line the department goals and quality.
  • Developing advisors through coaching and mentoring.
  • Identifying training needs for advisors based on performance reviews.
  • Being an escalation point for advisors regarding customer queries.
  • Supporting Supervisors in the ongoing management of the department.
  • Completing delegated tasks from the Departmental Supervisor or Management Team.
  • Day to day assistance within the department to ensure Live Chats , Emails, Web Messages and Tasks are completed in line the department goals and quality.
  • Ensured efficient handling of Live Chats, Emails, Web Messages, and Tasks, maintaining high service quality.
  • Supervised and led undercover operations, including illegal gambling and money laundering investigations.
  • Maintained strict confidentiality and ensured proper documentation of investigations and compliance reports.
  • Provided expert witness testimony in financial crime investigations.
  • Responded quickly to emergency situations, effectively negotiating with suspects and maintaining order.
  • Coordinated communications between senior-ranking officials and field operatives to ensure continuity of operations.
  • Maintained high standards of accuracy and quality in data entry, recordkeeping, and reporting.
  • Implemented fraud detection strategies to identify and mitigate financial and reputational risks.
  • Analyzed transaction patterns to detect suspicious activities and prevent fraud.

European Customer Account Advisor

BET365
Newcastle-under-Lyme, Stoke-on-Trent
07.2020 - 07.2021
  • Delivered a positive customer experience by ensuring first-time resolution of queries and complaints.
  • Responded to customer inquiries promptly via Live Chat, email, and telephone, maintaining a professional and customer-focused approach.
  • Used internal tools to track, investigate, and resolve customer issues, taking full ownership of each case.
  • Liaised with internal departments in English to ensure efficient resolution of customer concerns.
  • Conducted thorough investigations into customer issues, escalating complex cases to appropriate departments when necessary.
  • Conducted basic Customer Due Diligence (CDD) checks by verifying customer identities and reviewing necessary documentation to comply with Know Your Customer (KYC) regulations.
  • Assisted in reviewing and maintaining CDD documentation, ensuring customer records were accurate and up to date.
  • Monitored customer activity for potential suspicious behavior, identifying red flags and escalating cases to compliance teams when necessary.
  • Provided support in gathering documentation for Enhanced Due Diligence (EDD) when dealing with high-risk clients.
  • Adhered to Anti-Money Laundering (AML) policies, ensuring transactions complied with internal and regulatory requirements.
  • Reported suspicious activities to the appropriate compliance teams in accordance with company policies and legal obligations.
  • Managed VIP and Key Account clients, delivering a premium and personalized customer experience.
  • Built and nurtured strong relationships with high-value customers, ensuring engagement, loyalty, and long-term retention.
  • Acted as the main point of contact for VIP customers, providing high-priority support and tailored solutions.
  • Ensured seamless onboarding and ongoing management of Key Account and VIP clients, addressing their specific needs and preferences.
  • Provided exclusive promotions, rewards, and offers based on customer preferences and gaming habits.
  • Monitored VIP customer activity to detect changes in behavior, ensuring proactive support and risk management.
  • Collaborated with internal teams, risk, and compliance departments to ensure VIP clients met regulatory requirements.
  • Identified upselling and cross-selling opportunities to maximize revenue while maintaining a customer-first approach.
  • Assisted in resolving high-stakes disputes or payment issues for Key Accounts in a timely and professional manner.
  • Maintained up-to-date knowledge of company policies, procedures, and licensing requirements to ensure compliance with regulatory guidelines.
  • Promoted safer gambling practices, educating customers on responsible gaming tools and self-exclusion options.
  • Followed risk assessment protocols to identify and support vulnerable customers, ensuring a responsible gaming environment.
  • Ensured VIP customers adhered to responsible gaming guidelines, providing proactive interventions when necessary.

Casino Shift Manager

Foxcasino.com
Athens , Greece
12.2018 - 07.2020
  • Oversaw daily casino operations, ensuring compliance with local gaming regulations and company policies.
  • Developed and implemented strategies to maximize gaming revenue and increase player engagement.
  • Delivered VIP-level service to high rollers and regular patrons, fostering strong customer loyalty.
  • Enforced strict security measures to prevent fraud, cheating, and money laundering activities.
  • Monitored financial performance, controlled expenses, and optimized operational efficiency.
  • Collaborated with marketing teams to create enticing promotions, tournaments, and loyalty programs.
  • Ensured adherence to all gaming laws and regulations, conducting regular audits and reporting as required.
  • Addressed customer disputes and employee conflicts swiftly and professionally to maintain a smooth casino environment.
  • Supervised the maintenance of gaming machines, tables, and software systems for seamless operations.
  • Trained and mentored new employees to maximise team performance.
  • Kept employees operating productively to meet business and customer needs.
  • Increased team efficiency by analysing staff and equipment performance.
  • Completed comprehensive shift reports to support seamless handovers.
  • Led by example and demonstrated company best practices.
  • Developed continuous improvement initiatives to drive team efficiencies.

CRM Country Lead

Vistabet
Athens, Greece
09.2016 - 11.2018
  • Developed and executed localized CRM strategies tailored to the country’s customer base, ensuring alignment with global marketing goals.
  • Designed and implemented personalized customer journeys using data-driven segmentation, automation, and AI-driven insights.
  • Managed end-to-end lifecycle campaigns, including acquisition, retention, reactivation, and churn prevention strategies.
  • Continuously optimized CRM workflows, leveraging customer feedback and performance data to enhance engagement and conversion rates.
  • Conducted in-depth analysis of customer behavior, spending patterns, and preferences to refine CRM strategies.
  • Utilized A/B testing, cohort analysis, and predictive modeling to identify high-value customers and improve targeting.
  • Collaborated with analytics teams to generate reports on key CRM performance metrics, providing actionable insights to stakeholders.
  • Monitored market trends and competitor CRM activities to identify opportunities for innovation and differentiation.
  • Designed and launched localized loyalty programs to enhance customer retention and lifetime value (LTV).
  • Developed VIP and high-value customer engagement plans, including personalized offers, exclusive events, and concierge services.
  • Ensured CRM campaigns effectively nurtured relationships with existing customers, reducing churn and increasing repeat engagement.
  • Managed the implementation and optimization of CRM tools, ensuring seamless integration with internal platforms.
  • Worked closely with product, marketing, and sales teams to align CRM strategies with overall business objectives.
  • Partnered with customer service teams to ensure seamless communication and issue resolution across customer touchpoints.
  • Presented CRM performance insights and strategic recommendations to senior leadership and regional stakeholders.
  • Led the end-to-end recruitment process for CRM coordinators and analysts, including job description development, candidate screening, interviewing, and hiring.
  • Designed and implemented comprehensive onboarding programs to equip new CRM team members with knowledge of company tools, CRM processes, and best practices.
  • Developed training programs focused on data analysis, campaign execution, customer segmentation, and CRM automation tools.
  • Provided mentorship and continuous professional development opportunities to CRM team members, fostering a high-performance culture.
  • Established key performance indicators (KPIs) and growth plans to ensure the CRM team’s continuous improvement and contribution to business goals.
  • Conducted regular performance reviews and provided constructive feedback to CRM staff, identifying areas for skill enhancement and career progression.

Business Operations Manager

Tipbet
Athens , Greece
09.2014 - 08.2016
  • Oversee daily business operations to ensure efficiency and productivity.
  • Develop and implement operational policies, procedures, and best practices.
  • Monitor key performance indicators (KPIs) and drive continuous improvement.
  • Manage budgets, financial planning, and cost optimization strategies.
  • Lead cross-functional teams to enhance workflow efficiency and collaboration.
  • Improve supply chain management, logistics, and vendor relations.
  • Implement technology solutions to streamline processes and improve reporting.
  • Conduct market research and competitive analysis for strategic decision-making.
  • Manage risk assessment and ensure compliance with industry regulations.
  • Drive business expansion initiatives and oversee project management.
  • Oversee recruitment, onboarding, and retention strategies for top talent.
  • Develop and enforce HR policies, employee handbooks, and compliance measures.
  • Drive employee engagement, performance management, and training programs.
  • Handle conflict resolution, employee relations, and workplace investigations.
  • Implement diversity, equity, and inclusion (DEI) initiatives.
  • Ensure compliance with labor laws, workplace safety, and legal regulations.
  • Conduct workforce planning and succession planning strategies.
  • Develop leadership training programs and career development initiatives.
  • Foster a positive company culture and improve employee satisfaction.

Casino Manager & Internal Auditor

Regency Casino Mont Parnes
Athens, Greece
08.2013 - 08.2014
  • Managed daily casino operations, ensuring compliance with local gaming regulations and company policies.
  • Supervised gaming floor activities, including table games, slots, and VIP areas, to optimize efficiency and customer experience.
  • Implemented and enforced security measures to prevent fraud, money laundering, and other illegal activities.
  • Ensured compliance with responsible gaming policies and regulatory reporting requirements.
  • Developed and executed revenue-maximizing strategies, including promotions, tournaments, and VIP programs.
  • Analyzed customer trends and gaming patterns to optimize floor layout and game offerings.
  • Built and maintained strong relationships with high-value customers and VIP players.
  • Implemented customer loyalty and rewards programs to increase retention and engagement.
  • Recruited, trained, and managed casino staff, including dealers, pit bosses, floor supervisors, and security personnel.
  • Developed and executed training programs focused on customer service, game regulations, and fraud prevention.
  • Monitored staff performance, provided coaching, and implemented improvement plans to enhance efficiency.
  • Established HR policies and procedures aligned with labor laws and organizational objectives.
  • Conducted employee performance evaluations, career development planning, and disciplinary actions when necessary.
  • Conducted financial, operational, and compliance audits to assess internal controls and risk management processes.
  • Identified process inefficiencies, fraud risks, and non-compliance issues, recommending corrective actions.
  • Reviewed financial statements, accounting records, and operational procedures to detect discrepancies.
  • Developed and executed audit plans based on risk assessments and regulatory requirements.
  • Assisted in recruiting and training junior auditors, providing mentorship and professional development opportunities.
  • Conducted internal training sessions on audit procedures, risk assessment, and regulatory compliance.
  • Evaluated employee adherence to company policies and provided recommendations for policy improvements.
  • Collaborated with HR to ensure hiring practices aligned with internal control measures and ethical standards.

Police Officer Lieutenant

GREEK POLICE
Athens , Greece
01.2007 - 07.2013
  • Investigate financial crimes, including money laundering, fraud, embezzlement, and identity theft.
  • Work closely with financial institutions to detect and prevent suspicious transactions.
  • Enforce AML regulations and ensure compliance with financial crime laws.
  • Conduct forensic financial analysis to trace illicit funds and uncover criminal networks.
  • Collaborate with federal agencies on complex financial crime cases.
  • Identify and dismantle organized crime groups involved in financial fraud and corruption.
  • Train law enforcement personnel on AML compliance, fraud detection, and asset recovery.
  • Utilize data analytics and financial intelligence tools to detect patterns of financial crime.
  • Conduct undercover and sting operations targeting financial fraud rings.
  • Testify in court as an expert witness on financial crime investigations.
  • Aid investigations through strategic interviewing of victims, suspects, witnesses, and informants.
  • Respond quickly to emergency situations, maintaining calm and effective negotiations with suspects.
  • Coordinate communications between senior-ranking officials and field operatives to ensure continuity.
  • Supervise undercover operations, including illegal gambling and money laundering investigations.
  • Educate staff on proper field procedures to boost efficiency and public trust.
  • Train officers in hand-to-hand combat and weapons handling.
  • Assess and verify information from victim and witness statements to improve investigative workflow.
  • Maintain strict confidentiality and proper case documentation per internal policies.
  • Produce comprehensive crime reports with meticulous attention to detail.

ASSISTANT SURGERY / STAFF COORDINATOR

ATHENS MEDICAL CENTER
Athens, Greece
01.2004 - 01.2007


  • Obtained information about clients' medical history, drug history, complaints and allergies.
  • Increased production rate by using excellent time management and leadership skills throughout all tasks.
  • Monitored programme spending and budgets to meet forecasted goals.
  • Presented analysis findings to key stakeholders to aid project momentum.

Special Forces Sergeant Under Water Demolition

GREEK ARMY
Athens, Greece
11.2001 - 12.2003


  • Coordinate military deployments in support of temporary and permanent base operations.
  • Evaluated exposure to risk in dangerous battlefield situations.
  • Optimised deployment of troops based on needs of strategic operations.
  • Identify threats to security and facilitated eliminative action.
  • Devised and executed military tactics to support overall operation strategy.
  • Operated highly specialised surveillance equipment to gather intelligence.
  • Managed unit training to hone skills for specific roles and general combat readiness.
  • Conducted assessments of unit personnel to determine fitness for duty and identify deficiencies requiring correction.
  • Directed troops to carry out military operations.
  • Led military operations, directing troops by giving battle commands.
  • Adhered to military code of conduct, keeping up-to-date with latest developments in processes and technology.

Education

Ph.D. - Medic

MEDIC SCHOOL oF ATHENS -IEK YGEIA NURSERING SCHOOL
Athens
10.2001

Diploma in Applied Psychology

The Academy of Applied Psychology
01.2023 - 08.2024

HR Strategy, Project Management, and HR Leadership for Personal + Business Development

LearnersCare LLC
01.2024 - 09.2024

Professional Certification in Human Resource Management

Expertrons Technologies Pvt. Ltd.
05.2023 - 01.2025

Data Analyst

Udemy
03.2024 - 02.2025

High School Diploma - High School

13 Th Lyceum of Athens
Athens
09.1999

Skills

    Leadership & Management
  • Team Leadership & Development – Strong ability to mentor, motivate, and develop staff to achieve organizational goals
  • Staff Management – Experience in workforce planning, training, and performance optimization
  • Motivational Leadership – Encourages a positive work environment and inspires teams to perform at their best
    • Human Resources & CRM Management
  • HR Operations & Employee Relations – Knowledge of HR policies, employee development, and conflict resolution
  • CRM Optimization & Data Analysis – Expertise in customer relationship management (CRM) systems, data tracking, and workflow enhancements
  • Business Planning & Process Improvement – Ability to streamline CRM processes and enhance customer interaction strategies
    • AML, Financial Risk Management (FRM) & CDD Compliance
  • Anti-Money Laundering (AML) Compliance – Strong understanding of AML regulations, risk mitigation, and suspicious activity reporting
  • Customer Due Diligence (CDD) & Enhanced Due Diligence (EDD) – Skilled in verifying customer identities, analyzing high-risk clients, and ensuring compliance with KYC policies
  • Financial Risk Management (FRM) – Expertise in detecting fraudulent transactions, conducting risk assessments, and implementing fraud prevention strategies
    Strategic & Analytical Skills
  • Data Collection & Analysis – Proficient in gathering and interpreting HR, CRM, and financial data to drive business decisions
  • Business Intelligence & Reporting – Experience in data visualization tools and trend analysis for forecasting and risk assessment
  • Ability to Prioritize – Effectively manages multiple tasks, ensuring critical objectives are met on time
    • Problem-Solving & Decision-Making
  • Complaint Resolution – Skilled in handling customer and operational issues with professionalism and efficiency
  • Problem Solver – Quickly identifies challenges and implements practical solutions
  • Consistent & Reliable – Demonstrates a strong work ethic, ensuring dependability in all responsibilities
    • Work Ethic & Team Collaboration
  • Hardworking & Dedicated – Highly motivated and committed to achieving success
  • Team Player – Works collaboratively with colleagues to foster a productive work environment
  • Ability to Work Under Pressure – Thrives in fast-paced, high-pressure environments while maintaining efficiency

Timeline

Data Analyst

Udemy
03.2024 - 02.2025

HR Strategy, Project Management, and HR Leadership for Personal + Business Development

LearnersCare LLC
01.2024 - 09.2024

Professional Certification in Human Resource Management

Expertrons Technologies Pvt. Ltd.
05.2023 - 01.2025

Diploma in Applied Psychology

The Academy of Applied Psychology
01.2023 - 08.2024

European Business Operation Supervisor Night Shift

bet365
12.2022 - Current

European Customer Team Leader Night Shift

bet365
07.2021 - 12.2022

European Customer Account Advisor

BET365
07.2020 - 07.2021

Casino Shift Manager

Foxcasino.com
12.2018 - 07.2020

CRM Country Lead

Vistabet
09.2016 - 11.2018

Business Operations Manager

Tipbet
09.2014 - 08.2016

Casino Manager & Internal Auditor

Regency Casino Mont Parnes
08.2013 - 08.2014

Police Officer Lieutenant

GREEK POLICE
01.2007 - 07.2013

ASSISTANT SURGERY / STAFF COORDINATOR

ATHENS MEDICAL CENTER
01.2004 - 01.2007

Special Forces Sergeant Under Water Demolition

GREEK ARMY
11.2001 - 12.2003

Ph.D. - Medic

MEDIC SCHOOL oF ATHENS -IEK YGEIA NURSERING SCHOOL

High School Diploma - High School

13 Th Lyceum of Athens

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IOANNIS MAKRIS