Summary
Overview
Work History
Skills
Certification
Software
Timeline
Generic

Rachel Thake

Customer Operations Training Manager

Summary

| Experienced Customer Operations Training Manager |

| LivingWorks safeTALK & ASIST Suicide Intervention Trained |

Overview

4
4
years of professional experience
9
9
Certifications
3
3
Languages

Work History

Customer Operations Training Manager

Gaming Innovation Group (GiG)
01.2023 - Current


  • Overhauled legacy training material in the Operations team, and led all training workshops for new starters and other agents who required further development in their role.
  • Implemented streamlined procedures and process improvements within customer operations to enhance efficiency and optimize workflow, resulting in increased productivity and cost savings.
  • Enhanced employee performance by designing and implementing comprehensive training programs.
  • Conducted demonstrations of GiG's backoffice system to potential clients as an integral part of the sales process, showcasing its features and functionalities to highlight its value proposition and enhance client understanding and confidence in the product.
  • Collaborated with all Operations teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
  • Acted as a Community Support Resource trained in Suicide Intervention, providing support and guidance to team members and customers in distress.


Player Safety Analyst

Gaming Innovation Group (GiG)
03.2021 - 01.2023
  • Conducted in-depth analysis of risk-scoring reports to identify indicators of potential addictive behavior, and promptly reached out to at-risk players to provide support and guidance in managing their gambling habits responsibly.
  • Provided essential support and training to fellow Responsible Gambling Support Analysts to enhance their understanding and proficiency in handling player safety concerns effectively.
  • Upheld strict compliance with anti-money laundering regulations and responsible gambling legislation, demonstrating a commitment to maintaining a secure and ethical gaming environment.
  • Demonstrated exceptional productivity and efficiency in all assigned tasks, ensuring timely and thorough resolution of customer queries and concerns related to safer gambling and anti-money laundering protocols via email.

Customer Support & KYC Processing Agent - English

Gaming Innovation Group (GiG)
11.2019 - 02.2021
  • Provided assistance to players through email and chat channels, addressing their queries and concerns promptly and effectively.
  • Demonstrated a high level of empathy towards players, actively listening to their concerns and providing compassionate support to ensure they felt understood and valued, fostering trust and loyalty among the player community.
  • Efficiently processed player withdrawals and meticulously reviewed Know Your Customer (KYC) documentation, adhering to regulatory requirements and company procedures to ensure compliance while facilitating smooth and secure financial transactions for players.
  • Collaborated closely with other operational departments to investigate and address customer queries comprehensively, ensuring alignment with company policies and enhancing overall customer experience through seamless coordination and resolution of issues.
  • Cultivated professional working relationships with both customers and colleagues, fostering a collaborative and supportive team environment while prioritizing customer needs and satisfaction.

Skills

Adaptability

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Certification

Safer Gambling Training, Young Gamers and Gamblers Education Trust & Betknowmore UK

Software

Slack

Jira / Atlassian

LiveAgent

Devcode

Google Workspace

Articulate

Timeline

Customer Operations Training Manager

Gaming Innovation Group (GiG)
01.2023 - Current

Player Safety Analyst

Gaming Innovation Group (GiG)
03.2021 - 01.2023

Customer Support & KYC Processing Agent - English

Gaming Innovation Group (GiG)
11.2019 - 02.2021
Rachel ThakeCustomer Operations Training Manager