Fiona Morare
Senior Service Recovery & Customer Care Specialist
Johannesburg,Gauteng
Summary
Customer-focused professional with 10+ years in service recovery, social media care, and policy administration. Experienced in resolving high-level complaints through CRM and managing brand reputation across various platforms. Skilled in data management, compliance, de-escalation, and root cause analysis, with a strong emphasis on trend analysis and SLA management to enhance customer experience and operational efficiency.
Overview
22
22
years of professional experience
1
1
Certificate
1
1
Language
Work History
Service Recovery Consultant - Betway
Raging River Trading (Pty) Ltd
01.2024 - 10.2025
- Managed end-to-end customer complaints lifecycle (accept, investigate, feedback, resolve, root cause analysis) via telephonic and written interaction, promoting a positive brand image.
- Effectively handled and resolved all complaints and queries received via internal and third-party platforms including Call, Chat, Email, Social Media, Hello Peter, regulatory entities and internal referrals.
- Managed high-level and general complaints in line with set standards, prioritizing according to agreed criteria to achieve resolution for all expressions of dissatisfaction with products and services.
- Logged, tracked and managed all cases accurately on internal CRM / JIRA system, ensuring proper documentation of all customer communication and escalation processes.
- Built professional rapport with internal and external customers through active listening and empathetic communication, ensuring mutual understanding of concerns.
- Provided accurate and appropriate information regarding products and services, policies and procedures, account status, bonuses, promotions and technical issues.
- Escalated relevant cases requiring in-depth investigation to Payments, Risk, Trading, Technical and Responsible Gambling teams and followed up to ensure full resolution within SLA.
- Responded to complaints and queries promptly to align with regulatory and business guidelines..
- Conducted complaint trend analysis to identify shortfalls in customer experience, procedures and processes, and implemented action plans to eliminate root causes.
- Reviewed and managed SLAs with relevant departments to ensure compliance and continuous service improvement
- Compiled and prepared Ad Hoc and Standard reports to meet regulatory and business requirements.
- Strictly adhered to company policies, procedures, responsible gambling and compliance standards while maintaining customer care excellence.
Social Media Customer Care - Betway
Raging River (Pty) Ltd
07.2019 - 12.2023
- Managed high-volume customer enquiries and complaints across social media platforms including Facebook, Twitter/X and Instagram in a fast-paced 24/7 online betting environment.
- Provided prompt, professional and brand-aligned responses to queries related to accounts, verification (FICA/KYC), bonuses, free spins, promotions, deposits, withdrawals, bet settlement and technical issues
- Monitored Betway social pages for mentions, comments, DMs and brand sentiment, ensuring timely engagement and proactive reputation management
- De-escalated sensitive issues and irate customers publicly and via private channels, converting negative sentiment into positive customer experience while protecting brand image
- Utilized Sprout Social for social media management, case logging, tracking, reporting and timely follow-ups to ensure SLA compliance
- Collaborated closely with Payments, Risk, Trading, Responsible Gambling and Technical teams to resolve complex customer issues and provide accurate feedback.
- Reported fraud, responsible gambling concerns and potential PR risks to internal stakeholders per Betway protocols.
- Ensured compliance with responsible gambling policies, regulatory requirements and social media governance.
- Consistently met targets for response time, quality, tone of voice and CSAT while maintaining Betway’s brand voice.
Customer Service Support Agent - Online Casino
Osiris Trading
06.2014 - 07.2019
- Email, Live Chat & Phone
- Delivered exceptional English customer support across live chat, email and phone in a high-volume, 24/7 online casino environment, consistently achieving high CSAT scores.
- Resolved player queries related to accounts, verification (KYC), bonuses, promotions, free spins, wagering requirements, deposits, withdrawals and technical issues using in-depth knowledge of casino platforms and games.
- Managed 150+ queries per day across chat, email and phone while maintaining quality, accuracy and SLA adherence.
- Utilized CRM and ticketing systems to log, track and resolve cases efficiently, streamlining query resolution and improving response times.
- Collaborated with Payments, Risk, Fraud, Responsible Gambling and Technical teams to resolve complex issues and ensure seamless player experience.
- Demonstrated clear, empathetic and professional communication, effectively de-escalating frustrated players and building trust and loyalty.
- Ensured compliance with responsible gambling policies, regulatory requirements and data protection standards.
- Provided accurate information on game rules, RTP, payment methods and promotional terms and conditions.
Front Desk and Policy Administration (RAF)
TD Admin
11.2011 - 03.2014
- Loaded and captured new customer data accurately onto RAF systems, ensuring data integrity, completeness and compliance with POPIA and internal policies.
- Performed professional document preparation and management including drafting and formatting official customer letters, emails and standard correspondence.
- Communicated policy updates, information requirements, and claim progress to customers and stakeholders, ensuring clarity and professionalism..
- Escalated complex or urgent claims to senior claims handlers and relevant departments, tracking escalation status to ensure timely resolution.
- Designed and instituted administrative processes that enhanced data loading accuracy, reduced correspondence turnaround time, and streamlined escalation workflow..
- Tracked and maintained accurate records of loaded data, correspondence sent, and escalated cases to support effective policy administration..
- Ensured adherence to RAF policies, governance and compliance standards while supporting efficient policy administration.
English Customer Support- Online Casino
BlueStar Digital
09.2010 - 10.2011
- Delivered exceptional English customer support across live chat, email and phone in a high-volume, 24/7 online casino environment, consistently achieving high CSAT scores.
- Resolved player queries related to accounts, verification (KYC), bonuses, promotions, free spins, wagering requirements, deposits, withdrawals and technical issues using in-depth knowledge of casino platforms and games.
- Managed 150+ queries per day across chat, email and phone while maintaining quality, accuracy and SLA adherence.
- Utilized CRM and ticketing systems to log, track and resolve cases, enhancing query resolution and response times.
- Collaborated with payments, risk, fraud, responsible gambling and technical teams to resolve complex issues, ensuring seamless player experience.
- Demonstrated clear, empathetic communication, de-escalating frustrated players and building trust.
- Ensured compliance with responsible gambling policies, regulatory requirements and data protection standards.
- Provided accurate information on game rules, RTP, payment methods and promotional terms and conditions
Case Manager - Household claims 24/7
Izinga Access Ltd
Johannesburg
10.2006 - 08.2010
- Managed high-volume inbound emergency calls for household insurance claims in a 24/7 contact center environment.
- Registered new household claims including burst geysers, burst pipes, electrical faults, storm, fire, flood and theft-related damage.
- Validated policy coverage, policyholder details and claim circumstances, ensuring accurate information capture in compliance with SLA and FAIS requirements.
- Appointed approved service providers including plumbers, electricians, glaziers, locksmiths and builders based on emergency type, location and availability.
- Coordinated emergency dispatch and confirmed ETA with both client and contractor, providing reassurance and clear expectations.
- Conducted proactive follow-ups on claims to track contractor arrival, job completion, client satisfaction and outstanding actions.
- Liaised with claims assessors, claims handlers and service providers to ensure seamless case progression from first notification to finalisation.
- Maintained detailed case notes, updated claim status on CRM, and escalated delays or service failures to prevent repeat complaints.
- Delivered empathetic, solution-focused support while consistently meeting quality, turnaround time and CSAT targets.
English Email Support- Yahoo UK
Sykes Enterprise
04.2006 - 08.2006
- Managed high-volume email support for Yahoo UK users, handling 100+ inbound queries daily while ensuring SLA adherence and enhancing customer satisfaction.
- Assisted customers with account access issues including forgotten passwords, account recovery, login failures, 2-step verification, and security lockouts, while verifying identity in line with data protection protocols.
- Educated users on new features and application updates through clear, empathetic email communication, reducing repeat contacts and improving feature adoption.
- Troubleshot email functionality issues including sending/receiving errors, storage management, spam filtering, and settings configuration to enhance overall user.
- accurate, professional written communication with strong attention to detail, grammar, and brand tone.
- Documented cases accurately and escalated complex technical issues to internal teams, facilitating timely resolutions.
Billing Agent
Merchants - AOL (America Online)
01.2004 - 03.2006
- Resolved payment discrepancies by coordinating with internal teams and customers effectively.
- Processed billing inquiries, ensuring accurate account management and customer satisfaction.
- Assisted in implementing automated billing systems, enhancing workflow efficiency and accuracy.
- Trained new team members on billing procedures and software tools to ensure compliance.
Education
Generic Management - Management
Training Force Academy
Johannesburg, South Africa 04.2001 -
High School Diploma -
Jordao College
Johannesburg, South Africa 04.2001 -
Skills
End-to-End Complaint Resolution
Service recovery
De-escalation & Conflict
Escalation & SLA Management
Customer Communication
Social media support
Brand Reputation Management
Experience (CX) & Retention
Root Cause & Trend Analysis
Regulatory Compliance
Customer Journey Mapping
Data Management
Timeline
Service Recovery Consultant - Betway
Raging River Trading (Pty) Ltd
01.2024 - 10.2025
Social Media Customer Care - Betway
Raging River (Pty) Ltd
07.2019 - 12.2023
Customer Service Support Agent - Online Casino
Osiris Trading
06.2014 - 07.2019
Front Desk and Policy Administration (RAF)
TD Admin
11.2011 - 03.2014
English Customer Support- Online Casino
BlueStar Digital
09.2010 - 10.2011
Case Manager - Household claims 24/7
Izinga Access Ltd
10.2006 - 08.2010
English Email Support- Yahoo UK
Sykes Enterprise
04.2006 - 08.2006
Billing Agent
Merchants - AOL (America Online)
01.2004 - 03.2006
Generic Management - Management
Training Force Academy
04.2001 -
High School Diploma -
Jordao College
04.2001 -
Certification
Generic Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)