KADIATA M. MPEMBA

• Responsible for cultivating and developing relationships with VIPs’ through a variety of channels (chat, phone, email).
• Complete daily and weekly sales campaigns issued by the Casino VIP Management Team.
• Managing a portfolio and retain customer relationship.
• Collect and document customer profiles.
• Identify players who have high potential and upgrade these customers when necessary.
• Monitor individual player performance to ensure that bonuses, gifts, and hospitality invitations are offered to new players.
• Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders.
• Reach out to players proactively to reactivate dormant accounts.
• Handles difficult customer interactions and situations in a calm, professional and reasonable manner.
• Investigates all complaints and comments from customers.
• Follows up with departments involved in resolving the matter to the players/customer’s satisfaction.
• Communicating with customers by chats, emails and calls (Inbound and Outbound) for French and English casinos:

1. casinolariviera.net (French)

2. majesticslotsclub.net (French)

3. casinoclic.com.fr (French)

4.reelofjoy.com(English)

5. casinojoka.casino.fr (French)

6. robinroo.com (English)

7. leroijohnny.com (French)

• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.
• Skilled at working independently and collaboratively in a team environment.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Assisting customers via chats, phones, mails, Product knowledge and rich all targets.
• Managing customer complaints and provide alternatives and/or solutions to ensure resolution of complaints.
• Identify and assess customer's needs to achieve satisfaction.

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Connected with customers to address questions and resolve issues through phone and email.
• Contributed ideas and practical solutions to support process improvement efforts.
• Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
• Configured and tested new software and hardware.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Developed and implemented preventive maintenance procedures.