Carlo Phillips

• Managed a portfolio of ~900 high-value player accounts, acting as the primary point of contact and ensuring high levels of engagement, retention, and satisfaction
• Held commercial responsibility for account performance, consistently driving revenue growth through upselling, reactivation, and personalized promotional strategies
• Developed and executed account-specific engagement and retention plans, aligning offers and campaigns with player behavior and value segmentation
• Monitored and reported on monthly revenue performance (NGR), player activity, and retention metrics, providing actionable insights to optimize account outcomes
• Collaborated with internal teams (Marketing, Risk, Customer Support) to ensure timely delivery of tailored gaming solutions and promotions
• Identified opportunities to increase player lifetime value (LTV) through targeted campaigns and behavioral analysis
• Managed escalations and sensitive cases, maintaining trust and long-term relationships with high-value clients
• Utilized Zendesk, Zoho, and SoftSwiss BackOffice to manage workflows, CRM data, and campaign execution
• Maintained detailed account documentation and conducted ongoing account reviews to proactively address risks and opportunities

Key Achievements:

• Maintained €120–€150 average NGR per active player per deposit
• Achieved 90%+ active engagement rate across managed accounts
• Delivered consistent monthly retention of 125–150 high-value players
• Generated incremental revenue through targeted upselling and reactivation strategies

Reason for leaving: Company Retrenchment

• Managed client relationships while consistently achieving and
  exceeding monthly policy and premium targets.
• Advised clients on and closed complex insurance policies, ensuring solutions aligned with individual needs and risk profiles.
• Drove revenue growth through renewals, upselling, and cross-selling opportunities.
• Conducted 100+ outbound calls daily, delivering 5–7 tailored quotes,
  resolving client queries, and generating new business.
• Maintained accurate client records and profiles, ensuring compliance and efficient follow-ups; escalated queries when necessary.
• Monitored and optimized personal performance metrics, including online activity, talk time, and client engagement.

Key Achievements / KPIs:

• Achieved 130%–160% of monthly policy revenue targets.
• Maintained an average of 130% on policy count target.
• Consistently delivered a 90% average QA (Quality Assurance) score.

Reason for leaving: Head-hunted by New G Media

• Led a team of 8-12 sales agents, managing Performance, Attendance, and KPIs.
• Conducted outbound sales calls adhering to QA standards.
• Conducted monthly 1-on-1 performance reviews, training sessions, and quality assurance evaluations.
• Motivated team through morale-building activities, warm-ups, and
  coaching sessions.
• Assisted leadership in managing multiple teams and resolving escalated client queries.

Reason for leaving: Department closure

• Withdrawal Reviews for requirements and gameplay
• Documents & FICA review
• Investigating and reporting player fraud cases and declined transactions
• Performing Risk Verification calls
• Providing professional player support to various online gambling markets worldwide via chat, e-mail and telephone
• Managing accounts to within company KPI’s
• Complete additional bulk tasks as required
• Completing numerous reporting tasks for Casino and S.A. sports betting sites
• Assist during Training of new staff
• Conducting site tests to ensure functionality of the product
• Investigating client escalations in relation to business services provided
• Reason for leaving: Retrenched