LINTON BAM
Cape Town
Summary
Dynamic and results-driven professional with a proven track record at Betway, adept in enhancing customer satisfaction and streamlining operations. Skilled in Tableau and conflict resolution, I excel in leveraging collaboration and analytical skills to drive business improvement and quality assurance, significantly boosting team performance and operational efficiency.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE ADVISOR
SuperSportBet
Cape Town
03.2024 - Current
- Enhance customer satisfaction with fast, knowledgeable service for sports, and casino-related queries.
- CET testing to help ensure the website is functioning at an optimal level.
- Outbound campaign to improve the retention of the business.
- The 2IC duties are to help manage the organization of the team and provide coaching when the team lead is not available.
- KYC checks and document validation.
SPORTS TRADER & ANALYST
Betway
Cape Town
10.2021 - 11.2023
- Collaborated with cross-functional teams to implement risk management policies and procedures.
- Monitored gaming activity for potential suspicious behavior, or violations of betting regulations.
- Updating betting boards with current odds and pertinent information.
- Bet settlement for various markets.
- In-play trading for player prop markets (ice hockey, American football, and baseball).
Trading Support
Betway
Cape Town
01.2021 - 10.2021
- Providing resolutions to sports-related customer service queries coming from the call center.
- Assist the traders with ad-hoc duties, e.g., bet settlement, and promotion payouts.
- Analyzed official customer complaints that were sports-related, and provided effective resolutions.
- Prepared detailed reports on case volume, resolution trends, and areas of improvement.
QUALITY ASSURANCE COACH
Betway
Cape Town
06.2019 - 01.2021
- Managing quality of customer service through quality assurance checks and weekly coaching/feedback sessions
- Onboarding new starters as part of their training program
- CET testing to understand customer journey and systems is working on various platforms (iOS, Android, Desktop)
- Collaboration sessions with other departments to improve the quality of customer service
- Analyze data from quality assessments to identify trends and areas of improvement
- Identified opportunities for process improvements and recommended changes as needed
CUSTOMER SERVICE ADVISOR
Betway
Cape Town
09.2018 - 07.2019
- Delivered fast and friendly service to handle sports and casino-related queries.
- Four months of experience providing priority support by servicing potential VIP and VIP customers through chats, calls, and emails.
- Informed customers of promotions and special offers to increase sales.
- Collaborated with colleagues and co-workers to deliver a quality customer experience.
- Met personal, team, and company goals in a customer service environment.
- CET testing to help ensure the website is functioning at an optimal level.
- The 2IC duties are to help manage the organization of the team and provide coaching when the team lead is not available.
DIRECT MARKETER (TEAM LEAD)
Fundraising That Works
Cape Town
05.2017 - 12.2017
- Acquiring donors for various NGO's such as Save The Children, WWF, and UNICEF
- Exceeded sales objectives to capture new leads and customers
- Increase Social Media awareness, meeting weekly/monthly sales targets
DIRECT MARKETER
Youco Holdings
Cape Town
05.2016 - 05.2017
- Acquiring donors for various NGO's such as Save The Children, WWF, and UNICEF
- Increase Social Media awareness, meeting weekly/monthly sales targets
- Facilitated brainstorming sessions with colleagues to generate fresh ideas for upcoming projects
OFFICE ADMINISTRATOR
Western Cape Sports School
Cape Town
06.2014 - 12.2014
- Answered phone calls and managed inquiries from customers and vendors
- Assisted with tasks to facilitate on-site executive support
- Assisted with coaching on school soccer team
Education
DATA SCIENCE OF SPORTS MANAGEMENT -
Udemy
01.2024
CERTIFICATE IN MY SQL FOR DATA ANALYTICS AND BUSINESS INTELLIGENCE -
Udemy
Cape Town, South Africa01.2024
QUALITY MANAGEMENT FOR BUSINESS EXCELLENCE -
Udemy
Cape Town, South Africa01.2024
B TECH SPORTS MANAGEMENT - Sports Management
Cape Peninsula University Of Technology
South Africa01.2015
DIPLOMA - Sports Management
Cape Peninsula University Of Technology
South Africa01.2014
Skills
- Tableau
- Call center experience
- Sales
- Conflict resolution
- Salesforce
- SharePoint
- Quality Assurance
- Initiative
- Business Improvement
- Problem solving
- Collaboration
- Trading
- Manual Testing
- Coaching
- Facilitation
Languages
- English
- Afrikaans
Timeline
CUSTOMER SERVICE ADVISOR
SuperSportBet
03.2024 - Current
SPORTS TRADER & ANALYST
Betway
10.2021 - 11.2023
Trading Support
Betway
01.2021 - 10.2021
QUALITY ASSURANCE COACH
Betway
06.2019 - 01.2021
CUSTOMER SERVICE ADVISOR
Betway
09.2018 - 07.2019
DIRECT MARKETER (TEAM LEAD)
Fundraising That Works
05.2017 - 12.2017
DIRECT MARKETER
Youco Holdings
05.2016 - 05.2017
OFFICE ADMINISTRATOR
Western Cape Sports School
06.2014 - 12.2014
DATA SCIENCE OF SPORTS MANAGEMENT -
Udemy
CERTIFICATE IN MY SQL FOR DATA ANALYTICS AND BUSINESS INTELLIGENCE -
Udemy
QUALITY MANAGEMENT FOR BUSINESS EXCELLENCE -
Udemy
B TECH SPORTS MANAGEMENT - Sports Management
Cape Peninsula University Of Technology
DIPLOMA - Sports Management
Cape Peninsula University Of Technology
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