MEON GRIMA
Il-Hamrun
Summary
Seasoned Gaming Manager with substantial experience in managing casino operations and staff. Strong leadership skills coupled with deep knowledge of gaming laws and regulations, ensuring compliant and smooth running of gaming facilities. Experience in driving customer engagement through innovative promotions and events. Demonstrated ability to enhance profitability while maintaining high standards of service quality and integrity.
Overview
15
15
years of professional experience
Work History
Responsible Gaming Operations Manager
Evoke
Sliema
07.2024 - Current
- Implemented strategies focused on safeguarding customers while ensuring compliance with industry regulations.
- Analyzed interactions for risk identification and enhanced customer safety protocols.
- Collaborated with various teams to effectively address and resolve customer issues.
- Conducted training sessions across departments to maintain superior customer protection standards.
Senior Customer Protection Officer
Evoke
Sliema
07.2022 - 07.2024
- Led and managed a team focused on safer gambling initiatives, ensuring adherence to policies and compliance.
- Supported career development of team members by identifying internal growth opportunities.
- Participated in recruitment for the safer gambling team, defining roles, conducting interviews, and onboarding new hires.
- Conducted one-on-one meetings with team members to address concerns and promote professional growth.
- Developed and delivered training programs on safer gambling practices and regulatory compliance for employees.
- Established key performance indicators for safer gambling program and evaluated performance against metrics.
- Adjusted strategies based on performance data to drive continuous improvement.
Responsible Gaming Analyst
Evoke
Sliema
03.2020 - Current
- Analyse customer accounts that are triggered by RG flags and/or by internal reporting that indicates possible vulnerability in customers and potential addictive behaviour
- Interact with customers on responsible gambling related matters such as advising about RG tools, Making sure the customer is playing within his means and does not show problem gambling behaviour.
- Liaise with relevant departments to monitor & protect customers
- Ensure compliance with responsible gaming legislative requirements
- Make informed decisions determining appropriate mitigation actions for any risk identified
- Act as point of contact for escalation from support and/or complaints team regarding UK Customers.
- Conduct training sessions for newer agents when required making sure the team are all on the same wavelength when handling accounts.
Customer Support Agent
Mr Green
Sliema
09.2019 - 03.2020
- Answer customer enquiries via phone, chat and/or email in a timely and professional manner.
- Provide customers support on gaming, financial, technical and/or any applicable issues relate to the customer support department.
- Liaise with other departments to provide the best service for our customers without having to escalate their query and having them wait.
Sales and Design Consultant
Pitre Bathrooms
Qormi
06.2014 - 08.2019
- Forming part of the Sales & Design team, I had the below responsibilities:
- Meeting with customers to enquire about the requirements and drive product sales through advanced product knowledge and innovative sales techniques;
- Researching the market to identify new products which might be very useful to Pitre’s portfolio;
- Understanding how to push given products to consumers based on environments and current trends;
- Rendering 3D images of bathrooms to be able to visualize it for the customer;
- Liaising with my colleagues to ensure that products are available and in stock;
- Helping with the upkeep of the store through stock keeping, packaging, pricing, labelling and returning of supplies.
Various
Methode LTD
02.2014 - 06.2014
- Employed as a Machine Operator with Method Electronics Malta Limited and as an Office Administrator with Fairdeal Properties. I was employed in various roles, trying to find a role, which best suites me since Northway, closed operations in Malta.
Customer Care Representative & Loan Processing Agent
Northway Group
Sliema
06.2013 - 02.2014
- Forming part of the Customer Support team, I was responsible of responding to customer queries in an efficient manner and assist in the loan processing process:
- Liaising with UK customers through chat, e-mail and/or telephone to assist in the accurate completion of loan application;
- Receiving inbound calls to inform customers about their license application and querying about missing information;
- Performing KYC on customers by calling referenced personnel amongst additional procedures;
- Loaning out funds into customer bank accounts once application is successfully submitted;
- Chatting with customers to deal with any queries or difficulties whilst applying from loans through the website.
Various
Various
10.2010 - 06.2013
- Employed as Sales Representatives with Eden Leisure Group Limited and as a Shop Assistant with various shop outlets throughout my studies for financial support.
Education
Some College (No Degree) - Responsible Gaming
IGamingAcademy
MaltaOrdinary Levels - English, Mathematics, Physics
MATSEC
Malta05.2009
Foundation Certificate in Business & Commerce - Marketing Strategies, Business Management, Leadership Skills, Human Resources Class, English, Maths
MCAST
Paola, PLA, Malta06.2012
School Leaving Certificate -
San Gorg Preca College
Hamrun, Malta05.2009
Skills
- Compliance management and regulatory adherence
- Risk assessment and mitigation
- Team leadership and collaboration
- Strategic planning and execution
- Training development and facilitation
- Effective communication skills
- Problem solving and critical thinking
Languages
- Maltese
- English
General Info
Male, 07/27/93, Maltese
Timeline
Responsible Gaming Operations Manager
Evoke
07.2024 - Current
Senior Customer Protection Officer
Evoke
07.2022 - 07.2024
Responsible Gaming Analyst
Evoke
03.2020 - Current
Customer Support Agent
Mr Green
09.2019 - 03.2020
Sales and Design Consultant
Pitre Bathrooms
06.2014 - 08.2019
Various
Methode LTD
02.2014 - 06.2014
Customer Care Representative & Loan Processing Agent
Northway Group
06.2013 - 02.2014
Various
Various
10.2010 - 06.2013
Some College (No Degree) - Responsible Gaming
IGamingAcademy
Ordinary Levels - English, Mathematics, Physics
MATSEC
Foundation Certificate in Business & Commerce - Marketing Strategies, Business Management, Leadership Skills, Human Resources Class, English, Maths
MCAST
School Leaving Certificate -
San Gorg Preca College