Marios Smyros

Work History

bet365

11.2022 - Current

Responsible for an assigned team of trainers and their development by conducting development activities and by conducting live observations, reviewing and sign off training material creation/updates and reviewing their feedback from delegates
Arranging and conducting meetings with stakeholders for current and new development needs
Design, and update training interventions at bet365 for advisor and junior management level positions by remaining vigilant for any upcoming change related to compliance, training, procedures and tools
Create a supportive, flexible environment in order to give feedback effectively and by using a variety adult learning techniques in order to pass on knowledge effectively
Deliver a range of training programs, courses and modules to support growth and change at bet365
The areas related are: Betting and Sportsbook, Responsible Gambling, AML and CTF, Tools and Procedures in place, Management Skills, Soft Skills, Testing Theories and Necessity, Development and Approach
Ensure that training interventions achieve desired outcomes and add value to the business at bet365 by planning for evaluation and use results to improve subsequent programs and by managing to adapt a well-run, purposeful training programme
Maintain and enhance personal reputation and to raise the profile of the Training department at bet365 by demonstrating a 'can do' attitude and by using opportunities to raise the profile of training within bet365.

bet365

12.2020 - 10.2022

Deliver a range of training programs, courses and modules to support growth and change at bet365
The areas related are: Customer Service Excellence, Betting and Sportsbook, Gaming, Responsible Gambling, AML and CTF, Verification, Payments, Tools and Procedures in place, Management Skills, Development and Approach
Design, and update training interventions at bet365 for advisor and junior management level positions by remaining vigilant for any upcoming change related to compliance, training, procedures and tools
Create a supportive, flexible environment in order to give feedback effectively and by using a variety adult learning techniques in order to pass on knowledge effectively
Ensure that training interventions achieve desired outcomes and add value to the business at bet365 by planning for evaluation and use results to improve subsequent programs and by managing to adapt a well-run, purposeful training programme
Maintain and enhance personal reputation and to raise the profile of the Training department at bet365 by demonstrating a 'can do' attitude and by using opportunities to raise the profile of training within bet365.

bet365

02.2020 - 11.2020

Reviewing daily the mailbox for management tasks and applicants' queries/requests such as refunds and bookings
Arranging and conducting telephone interviews in English, with applicants from all languages
Complete quality review to identify the weaknesses and the strengths of my assigned team of instructors
Conduct development activities by adapting my learning skills/techniques on each instructor, to enhance the quality of service
Responsible for an assigned team of new starters and their development by reviewing their statistics and weekly feedbacks from instructors
Working hand in hand with my Supervisors and Managers, providing constant update for both instructors and new starters development
Resolve problems and complaints regarding products or service by providing customers with the most fit solution, comprehend the nature of the problem/complaint and appropriately provide feedback
Undertake and follow through assigned tasks from Management or Supervisors' team
Welcoming our new additions to the department and make sure that after their induction training, are familiar with company's facilities, tools, and policies.

bet365

12.2017 - 01.2020

Complete quality review to identify the weaknesses and the strengths of my assigned team of advisors
Conduct development activities by adapting my learning skills/techniques on each advisor, to enhance the quality of service
Working hand in hand with my Supervisors and Managers, providing constant update for my team's development
Assist and guide the advisors of three different languages (Greek, Spanish, Italian), on how to deal with challenging queries and/or customers
Remain vigilant for any potential issue that might occur, technical or otherwise
Resolve problems and complaints regarding products or service by providing customers with the most fit solution, comprehend the nature of the problem/complaint and appropriately provide feedback
Undertake and follow through assigned tasks from Management or Supervisors' team
Welcoming our new additions to the department and make sure that after their induction training, are familiar with company's facilities, tools, and policies.

bet365

04.2016 - 11.2017

Answering inbound phone calls, emails and interactive live chats to assist potential or current customers and answer their queries and/or issues
Resolve problems and complaints regarding sports products or service by providing customers with the most fit solution, comprehend the nature of the problem/complaint and appropriately provide feedback
Constant cooperation with my associates, team leaders and supervisors to provide the best possible support for our customers and in addition, enhance the quality of our service
Undertake and accomplish inbound/outbound RG calls with customers that might face a potential gambling problem, always assisted by supervisors
As a trained instructor, I have the responsibility to welcome and train new recruits to company's facilities, tools, rules, and policies to complete their training period and join their department.

Teleperformance

11.2015 - 03.2016

Customer service assistance for Sportingbet and VistaBet
Answering inbound phone calls, emails and interactive live chats to assist potential or current customers and answer their queries and/or issues
Resolve problems and complaints regarding products or service by providing customers with the most fit solution, comprehend the nature of the problem/complaint and appropriately provide feedback
Constant cooperation with my associates, team leaders and supervisors to provide the best possible support for our customers and in addition, enhance the quality of our service.