Open To Work
LAUREN PHILANDER
CAPE TOWN
Summary
Customer Support Supervisor with 11+ years of experience across international customer service and iGaming environments. Proven ability to lead high-performing teams, manage high-volume customer interactions, and deliver exceptional player experiences across live chat, email, and phone support. Experienced in VIP customer handling, escalation management, and performance reporting within fast-paced, compliance-driven environments. Strong understanding of online gaming operations, customer behavior, and service excellence, with a natural ability to build trust, resolve complex issues, and maintain brand integrity. Currently expanding expertise into digital and social media, bringing a well-rounded, modern approach to customer experience and online engagement. A disciplined, growth-focused individual who values integrity, consistency, and continuous improvement. Known for maintaining high standards in both professional and personal environments, with a strong interest in wellness, community impact, and purpose-driven work.
Overview
14
14
years of professional experience
Work History
Social Media Manager
Self Employed Services
Cape Town, WC
09.2025 - Current
- Develop and implement tailored social media strategies aligned with each client’s brand, goals, and target audience
- Create and design content using tools such as Canva, ensuring a cohesive and visually appealing brand presence
- Write engaging, platform-optimized captions designed to increase reach, engagement, and audience connection
- Plan and schedule content across platforms including Instagram, Facebook, and TikTok using scheduling tools
- Manage community engagement by responding to comments, messages, and interacting with audiences
Analyze performance metrics (reach, engagement, growth) and provide actionable insights to improve content strategy - Repurpose long-form content (e.g. blogs) into engaging short-form social media posts
- Stay up to date with trends and adapt content strategies to maintain relevance and growth
- Work with service-based brands to build trust, authority, and meaningful audience connection through content
- Focus on intentional, audience-first content that balances education, relatability, and engagement
SHIFT SUPERVISOR
DigiOutsource (Super Group – Betway & Online Gaming Brands)
Cape Town, South Africa
05.2024 - 07.2025
- Lead and manage a team of 20–50 customer support agents in a high-volume iGaming environment
- Oversee real-time customer operations, ensuring efficient handling of player queries, escalations, and service delivery
- Monitor trends in customer interactions and escalate operational or risk-related issues where required
- Conduct daily shift briefings to align performance, priorities, and service standards
- Maintain high levels of team performance, customer satisfaction, and compliance with company policies
- Supervised team operations to ensure adherence to company policies and procedures.
- Trained and mentored new staff to enhance performance and operational knowledge.
CUSTOMER SERVICE LEAD
DigiOutsource (iGaming Operations)
Cape Town, South Africa
06.2021 - 05.2024
- Supported operational delivery within an international online gaming customer support environment
- Analyzed customer data and generated performance reports to identify trends and improvement opportunities
- Coordinated with internal teams to resolve account, payment, and service-related queries efficiently
- Conducted audits and implemented process improvements to enhance overall service delivery
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Utilized CRM systems to track interactions, manage inquiries, and optimize service efficiency.
VIP / PRIORITY SUPPORT HOST
DigiOutsource (iGaming)
Cape Town, South Africa
07.2020 - 06.2021
- Delivered personalized, high-quality support to VIP and high-value players
- Managed complex queries related to accounts, gameplay, and transactions
- Built strong, long-term relationships to improve retention and player experience
- Maintained professionalism and discretion when handling sensitive customer information
- Analyzed player feedback to refine gaming experiences, increasing satisfaction rates.
CUSTOMER SERVICE HOST
DigiOutsource (Online Gaming)
Cape Town, South Africa
08.2016 - 06.2020
- Managed high volumes of customer queries across chat, email, and phone channels
- Resolved complaints effectively while maintaining a strong focus on customer satisfaction
- Assisted in onboarding and training new team members
- Consistently met and exceeded quality and performance targets
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
CUSTOMER SERVICE ADVISOR (UK MARKET)
WNS Global Services
Cape Town, South Africa
06.2012 - 07.2016
- Supported UK-based customers with billing, account updates, and sensitive information handling
- Managed escalations professionally, ensuring efficient and satisfactory resolution
- Maintained strict compliance when handling confidential customer data
- Resolved customer inquiries through effective communication and problem-solving techniques.
Education
Higher Certificate - Marketing
University of South Africa
Cape TownHigh School Diploma -
Gardens Commercial High School
Cape TownSkills
- IGaming Customer Support (Online Casino Environment)
- VIP / High-Value Player Support
- Live Chat, Email & Phone Support
- Complaint Resolution & Escalation Handling
- Payment & Account Query Handling
- KYC Awareness & Sensitive Data Handling
- Fraud & Risk Awareness
- Team Leadership (20–50 agents)
- Performance Reporting & Data Analysis
- Process Improvement & Operations
- Customer Retention & Experience Strategy
- Adaptability & Fast Learning
Additional Information
- Social Media & Digital Marketing (Current)
- Content Strategy & Online Brand Positioning
- Community Engagement & Audience Growth
Timeline
Social Media Manager
Self Employed Services
09.2025 - Current
SHIFT SUPERVISOR
DigiOutsource (Super Group – Betway & Online Gaming Brands)
05.2024 - 07.2025
CUSTOMER SERVICE LEAD
DigiOutsource (iGaming Operations)
06.2021 - 05.2024
VIP / PRIORITY SUPPORT HOST
DigiOutsource (iGaming)
07.2020 - 06.2021
CUSTOMER SERVICE HOST
DigiOutsource (Online Gaming)
08.2016 - 06.2020
CUSTOMER SERVICE ADVISOR (UK MARKET)
WNS Global Services
06.2012 - 07.2016
Higher Certificate - Marketing
University of South Africa
High School Diploma -
Gardens Commercial High School