Erin Walljee

Handled day to day operational requirements such as:

• Ensuring that we had the correct human resources to serve our client base. Handling employee relations and staffing issues.
• Implementing systems and protocols and skills development.
• Dealt with the platform provider to ensure that the site was up and running within 1 month.
• Assisted in coming up with concepts to get new players through the door and sending them marketing communication.
• Submitted tax weekly to the board and have been audited to ensure that we are inline with the regulation.
• Assisted in getting the retail and online license in the North West.
• Ensured that third parties that were plugged into the site were fully functional so that our target market could have the full player journey.

• After 5 years in the training department moved to the New Markets as a delivery coordinator where I became skilled in working with other departments, from applying for the license in the territory we were trying to break into, to having a fully functional site that will attract our target market.
• I was involved at the commencement of the project where we did a market analysis to assess the opportunity and capability of the current platform in other regions was sufficient. I liaised with the Dev team to confirm whether they were able to add on the additional features that were required. Read through the country regulations to ensure that we adhered to different compliance requirements.
• I would check on tasks that the departments were handling to confirm their timelines and report to the business lead that was in charge of the entire project.
• Ensured that deadlines are met and if not would follow escalation process.
• Once we had completely launched we would hand over the project to the rest of the business so that they would manage it.

• After being in customer care for most of my career it became my passion to deliver the best customer support to all clients that come through the call centre.
• From assessing agents calls, chats and emails to resolving customer complaints on complaints forums from beginning to end I ensured there was always a resolution to a query.
• I identified trends in the support that was being delivered and did the required one on one coaching and training to ensure that the agents were always being up-skilled.
• I did newbie training and on the floor coaching and tried to make the agent training fun and informative so that the agents could retain what was being taught.
• I have extensive systems knowledge already and am a fast learner when it comes to on-boarding new information, systems and protocols.

• Handling inbound calls, chats and emails simultaneously. Did this for a year before being promoted to Senior Support Host.
• Allocation of bonuses for VIP clients.
• Sending requests that are escalated to the relevant department to be actioned.
• Ensuring that the agents do delegated tasks.
• Covering for Floor-manager when he is not at his desk to ensure that inbound volume is being handled within the turn-around times stipulated.
• VIP Agent – handled the VIP's that came through on call chat and email, ensuring that their accounts were handled correctly and working with the hosts to ensure the best player experience.

• Did inbound sales online for laptops, printers, servers etc.
• Assisting customers with product specifications and dealing with suppliers to check stock availability.
• Placing of orders for customers and upselling where I could as we had to make a profit for the business first before we could make commission.
• Assisted customers with finding the correct digital device that suited their needs.

• Did inbound customer care for customers who were tracking orders of their electronic goods that they purchased online.
• Used to deal with suppliers to confirm stock of order and if not liaise with other suppliers so that the order could be fulfilled.

• Dealt with inbound queries where we had to lock cards if a customer confirmed that they have lost theirs and re-issue.
• Was involved in authorizations of certain transactions that needed validation.

• I dealt with customers that used to call the support desk, trouble shooting and assisting with account queries.
• Queries that we dealt with were:
• Confirmed balances
• Provide customers with their PUK numbers.
• Confirming billing accounts.

• Handling inbound calls about movie info queries, selling tickets or seats.
• Booking of seats with credit card purchases.
• Confirming movie time-slots for customers.