Linton Bam
Cape Town
Summary
Successful quality coach and customer service advisor with 7 years of experience working in the iGaming Industry. Talented at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
Customer Service Advisor
SuperSportBET (Kingmakers)
Cape Town
3 2024 - Current
- Enhance customer satisfaction with fast, knowledgeable service.
- Inform customers of promotions and special offers to increase sales (outbound campaign).
- Collaborate with colleagues and co-workers to deliver a quality customer experience.
- Conducted regular follow-ups with clients to maintain relationships and gather feedback.
- CET testing to help ensure the website is functioning at an optimal level.
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.
- Updated 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).
Resolution Analyst
Betway
Cape Town
01.2021 - 10.2021
- Providing resolutions to sports-related customer service queries.
- Assist the traders with ad-hoc duties, e.g., bet settlement, and promotion payouts.
- Analyzed customer complaints 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 questions and service complaints.
- 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.
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 Administration
Western Cape Sports School
05.2014 - 12.2014
- Provided excellent customer service when interacting with clients via phone, email, or in-person meetings.
- Managed databases by inputting information and files.
- Shadowed experienced professionals to gain insight into various roles and responsibilities within the organization.
- Conducted basic clerical duties by taking memos, maintaining files, and organizing documents.
Education
Data Science Of Sports Management - Sports Management -
Udemy, Online
02.2024 -
Certificate in MySQL For Data Analytics And Business Intelligence - Data Analytics - undefined
Udemy, Online
01.2024 - undefined
Quality Management For Business Excellence - Quality Assurance - undefined
Udemy, Online
01.2024 - undefined
Btech Sports Management - Sports Management - undefined
Cape Peninsula University Of Technology, Cape Town
12.2015 - undefined
Diploma - Sports Management - undefined
Cape Peninsula University Of Technology, Cape Town
12.2014 - undefined
Skills
Tablaeu
Call Center Experience
Sales
Conflict Resolution
Salesforce
SharePoint
Quality Assurance
Initiative
Business Improvement
Problem Solving
Collaboration
Trading
Manual Testing
Coaching
Facilitation
Reporting
Tasks
- Completing a Potential Leadership Program in 2019.
- Being appointed 2IC Coach as a customer service host.
- Overturning under performing hosts through implementing coaching plans.
- Creating learning material to show the process on how to review various sports queries.
- Starting a Formula One community to improve the fun and spirit in the workplace.
Careerbreaks
- 12/01/23, 02/01/24, I took a break from my career to focus on online tutoring and doing short courses.
- 01/01/15, 02/01/16, I returned back to varsity to complete my degree in Sports Management.
Languages
English
Afrikaans
Timeline
Data Science Of Sports Management - Sports Management -
Udemy, Online
02.2024 -
Certificate in MySQL For Data Analytics And Business Intelligence - Data Analytics - undefined
Udemy, Online
01.2024 - undefined
Quality Management For Business Excellence - Quality Assurance - undefined
Udemy, Online
01.2024 - undefined
Sports Trader & Analyst
Betway
10.2021 - 11.2023
Resolution Analyst
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
Btech Sports Management - Sports Management - undefined
Cape Peninsula University Of Technology, Cape Town
12.2015 - undefined
Diploma - Sports Management - undefined
Cape Peninsula University Of Technology, Cape Town
12.2014 - undefined
Office Administration
Western Cape Sports School
05.2014 - 12.2014
Customer Service Advisor
SuperSportBET (Kingmakers)
3 2024 - Current
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