Slack
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
iGaming Industry Knowledge
Training and Development
Generates Good Relationships
Minimal Supervision
Problem Solver
Leadership Skills
Efficient Project Delivery
Team Building and Management
Adaptability
Certification
Safer Gambling Training, Young Gamers and Gamblers Education Trust & Betknowmore UK
Software
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