Martin Mai
Customer Support - IGaming
Summary
- Proactive, intrinsic motivated, team player
- Proven ability to establish and maintain excellent communication and relationships with clients
- Quickly adapting in fast paced environments
- Dedicated to identify customer needs and delivering effective solutions to all issues
- Committed to utilize my skills to support the mission of a company
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
CS -Executive - Sportsbetting/Online Casino
Merkur Group
4 2024 - 6 2024
- Hotline, Chats and Tickets, mainly for sportsbetting
- Rating betslips, helping with bonus issues, handling KYC and RG issues.
CS Officer – Fraud /Debt Collection
Novum Bank
01.2023 - 03.2024
- Finding Repayment solutions via phone, E-mail, Live Chat
- Solving Credit Card Issues
- Handling Disputes and Fraud Cases in cooperations with Head of Operations
- Developing Fraud and Dispute Procedures.
CS Executive
Tipster Ltd.
02.2021 - 11.2022
- Supporting german and english speaking customers via e-mail and chat
- Follow company policies and practices regarding player safety, protection, and responsible gaming
- Improving templates and creating own templates
- Being up to date with promotions, competitions and special offers
- Solid knowledge in KYC and RG procedures.
CS Agent
United Remote/Rabbit Entertainment
09.2019 - 01.2021
- Online Casino customer service
- Settled any customer disputes in a professional and pleasant manner
- Training new employees
- Improving Chatbots
- Brought forth excellent customer service skills and a committment to customer satisfaction
- In depth knowledge of iGaming support procedures and KYC + RG.
Education
Process engineering and material science -
University of Freiberg, Freiberg
01.2002 - 04.2007
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A - Level, Grammar School, Hainichen
01.1992 - 04.2000
Studying drilling engineering - undefined
BSZ Julius Weisbach for economy and engineeringg, Freiberg
01.2009 - 05.2001
Languages
German
Native language
English
Advanced
C1
Timeline
CS Officer – Fraud /Debt Collection
Novum Bank
01.2023 - 03.2024
CS Executive
Tipster Ltd.
02.2021 - 11.2022
CS Agent
United Remote/Rabbit Entertainment
09.2019 - 01.2021
Studying drilling engineering - undefined
BSZ Julius Weisbach for economy and engineeringg, Freiberg
01.2009 - 05.2001
Process engineering and material science -
University of Freiberg, Freiberg
01.2002 - 04.2007
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A - Level, Grammar School, Hainichen
01.1992 - 04.2000
CS -Executive - Sportsbetting/Online Casino
Merkur Group
4 2024 - 6 2024