Senior Associate Manager

Client Control Analyst Responsible for maximizing company's revenue by thorough investigation of a customer's betting behavior. Check and Investigate newly sign up betting patterns and check for bonus abuser Retention Specialist Primary role is to keep the business of our customers by making sure we provide exceptional customer service. To retain customers by doing RCA and provide free bonuses and create enticing deposit bonuses Customer Support Provide world class customer experience to maintain customer's loyalty Handles bet queries in casino games and sports Assist customers in making a successful deposit and withdrawal

I have 8 years of experience supporting guests via chat, email, and phone for one of the leading platforms in the vacation rental industry. During this time, I advanced from Customer Service Agent to Team Manager, where I led a team, met performance goals, and ensured smooth guest experiences. I also have hands-on experience in property management, including guest communications, coordinating with vendors for maintenance and cleaning, managing reviews, and updating property listings. My background combines strong customer service skills with operational know-how, making me well-suited for short-term rental support roles.

Senior Associate Manager - Mentor Team Leaders to enhance team performance - Do weekly Triad coaching to assess and provide timely feedback on the coaching session of the Team Manager - Conduct weekly performance read out focusing on major kpi such as NPS, AHT and SHR Associate Manager - Handles 15 to 17 agents - Provides weekly coaching session to all agents making sure we address opportunities on calls, chat and emails - Conducts regular audits /spot check to make sure agents are alligned with processes and identify performance impacting behaviors