Silvio Zammit
Gojjell, Andrea Debono Street, Naxxar
Summary
Self-Motivated Representative with over 5 years of Telecommunications experience and 3 years of E-Gaming experience in a fast-paced & team-based environments.
Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in English especially on Live chat service and calls.
Overview
13
13
years of professional experience
16
16
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Responsible Gambling Specialist
Bet365
01.2023 - Current
- Executed company protocols and standards rigorously to ensure exceptional work quality.
- Proven ability to learn quickly and adapt to new situations.
- Proficient in contributing both independently and as part of a collaborative team.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Maximized productivity by operating effectively in high-stress environments.
- Promoted responsible gambling practices on calls by monitoring player behavior and addressing concerns as needed.
- Made sure to note down important information of what the customer was stating on call.
- Created Responsible Gambling reports with the relevant triggers.
- Conducted CCJ checks and Adverse Searches on customers.
- Reviewed documents such as Identity card, Passports, Residency card.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Increased knowledge about sporting events and also betting types, in order to understand what customers where referring to when giving escalated activity reasons on call.
- Worked with other departments to help with backlog and had to communicate in a clear and concise manner.
- Conducted Anti-Money Laundering reports and made sure to spot concerns.
- Reviewed Deposits and withdrawals for customer that triggered in order to make sure there were no Money Laundering concerns.
- Reviewed Sports betting activities and Casino activities for Money Laundering concerns.
- Reviewed Payslips, P60's for affordability reports.
- Reviewed Banks statements for concerning transactions.
Customer Support Shift Leader
Genesis Global Limited
05.2022 - 12.2022
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Carried out day-to-day duties accurately and efficiently.
- Escalated high priority issues with relevant departments and game providers.
- Made sure to assign cases from queues in order to keep with our service level agreement.
- Sent daily important reports for updates
- Assigned breaks to agents and made sure to cover peak hours on Live chat.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Participated in team-building activities to enhance working relationships.
Customer Support Executive
Genesis Global Limited
09.2021 - 05.2022
- Provided excellent customer service by efficiently resolving issues, responding to inquiries and also escalated major issues to Shift leader.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Made sure that our players played within their limits and when players showed Responsible Gambling indications, made sure to ask questions to the player, investigated accordingly and Self-excluded when needed.
- Informed clients of policies and procedures.
- Informed players to send required documents and made sure to send them appropriately in order to be valid.
- Developed and implemented performance improvement strategies to promote continuous improvement and made sure to reach KPI's.
- Retained customers, up-sold promotions to players and also made sure to players cross-sell to other sister casinos.
- Granted Bonuses to eligible players.
- Worked flexible hours across night, weekend and holiday shifts.
- Handled 3 Live chats at the same time whilst also keeping e -mails in an orderly manner.
Digital Sales Executive
Melita PLC
10.2018 - 09.2021
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
- Contacted clients in person and on telephone to obtain feedback about services purchased.
- Made outbound calls to existing customers to upsell advertising packages.
- Uploading documentation for proof of residence such as Residence document/Bank statements etc..
- Handling a maximum of 3 Live chats at the same time whilst also keeping e -mails in an orderly manner.
- Converting sales request and cross-selling other plans.
- Work in a fast paced environment as we tried to give the best service possible by handling sales requests instantly.
- Had to keep my self motivated to reach targets and KPI's
Taxi Driver
Self Employed
07.2016 - 09.2018
- Waited for passengers at designated high-volume locations such as airports and cruise liner terminal.
- Arrived on time to customer appointments.
- Stored passenger luggage and personal items with care for safety and security.
- Provided mobility to assistance to disabled passengers.
- Maintained vehicle cleanliness to maximize passenger satisfaction.
- Calculated rides costs, received money and returned change.
Telesales Agent
Melita PLC
06.2014 - 07.2016
- Completed daily cold calling and outreach to build sales pipeline.
- Made average of 200-250 outbound calls per day.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings and also cross-sell other plans.
- Answered calls, took messages and transferred calls to correct individuals.
- Escalated concerns or advanced problem calls to management staff.
- Troubleshot problems for callers and helped independently resolve common issues.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Overcame objections using friendly, persuasive strategies.
- Reached my targets on a monthly basis
Waiter
Mamma Mia Restaurant
04.2013 - 04.2014
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Inspected dishes and utensils for cleanliness.
- Stayed up-to-date on menu changes to help customers make food choices.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
Go Mobile Promoter
GO PLC
06.2012 - 11.2012
- Developed good communication skills and persuasion skills while trying to cross sell or upsell clients.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Engaged with customers to effectively build rapport building and a good relationship.
- Increased sales by offering advice on purchases and promoting additional products.
- Exceeded goals through effective task prioritization and great work ethic.
Education
No Degree - Secondary Education
St.Ignatius College
Qormi 09.2006 - 07.2011
High School Diploma -
Computer Domain
Mosta 09.2011 - 09.2022
Skills
- Persuasive speaking skills
Computer skills
Customer Service
Self-motivated professional
Compassion
Adaptability
Clear communication skills
Effective listening and verbal skills
Responsible
Accomplishments
- Achieved targets which led to incentives
- Achieved good chat ratings while on chat which helped me in KPI's.
Certification
Diploma in IT
Timeline
Responsible Gambling Specialist
Bet365
01.2023 - Current
Customer Support Shift Leader
Genesis Global Limited
05.2022 - 12.2022
Customer Support Executive
Genesis Global Limited
09.2021 - 05.2022
Digital Sales Executive
Melita PLC
10.2018 - 09.2021
Taxi Driver
Self Employed
07.2016 - 09.2018
Telesales Agent
Melita PLC
06.2014 - 07.2016
Waiter
Mamma Mia Restaurant
04.2013 - 04.2014
Diploma in IT
10-2012
Go Mobile Promoter
GO PLC
06.2012 - 11.2012
High School Diploma -
Computer Domain
09.2011 - 09.2022
ECDL
06-2011
No Degree - Secondary Education
St.Ignatius College
09.2006 - 07.2011
Similar Profiles
ADAM ADRIANADAM ADRIAN
CUSTOMER SERVICE REPRESENTATIVE at bet365CUSTOMER SERVICE REPRESENTATIVE at bet365
Tyron HillTyron Hill
Telebet Advisor at Bet365Telebet Advisor at Bet365
Oshini Ahangama Walawe GedaraOshini Ahangama Walawe Gedara
Customer Account Advisor at bet365Customer Account Advisor at bet365