Nonzwakazi Lucas
Player Services Specialist
Cape Town
Summary
Knowledgeable customer service professional with over 8 years of proven experience across diverse industries, including financial services, aviation industry, utilities and recently in gaming. A reliable professional who respects time and is consistent, maintaining up-to-date knowledge of promotions, internal communication and information. Easily adapt to change with strong analytic skills, and high performance in fast paced environments. Best placed in learning and development, teaching and training. I blend well in team activities and can work well on my own.
Overview
6
6
years of professional experience
Work History
Player Services Specialist
OPCOMMSHQ
Cape Town
05.2022 - Current
- Provided personalized recommendations on games and entertainment options based on guest preferences, enhancing their overall experience.
- Developed strong rapport with regular customers, fostering loyalty and repeat visits.
- Maintained up-to-date knowledge of gaming promotions, events, and news to keep players informed on current happenings within the establishment.
- Ensured player satisfaction by addressing concerns and resolving issues in a timely manner.
- Maintained strict compliance with gaming regulations throughout all aspects of work duties to uphold company standards and reputation within the industry.
- Acted as a liaison between players and the casino, addressing any concerns or questions with prompt attention and professionalism.
Player Services Representative
SuperSport Bet
Cape Town
11.2021 - 04.2022
- Enhanced customer experience by providing exceptional assistance and support during their gaming sessions.
- Assisted players with game rules and bet settlement/grading
- Helped facilitate deposits and payouts
- Sports rules and guide on how to place wagers and cancel wagers
- Site navigation and handling complaints
Mentor in Training Department
WNS Global Services
Cape Town
07.2019 - 04.2021
- Trainee assistant for new customer service agents, product knowledge, call construct, telephonic skills, call listening and coaching.
- Handle billing complaints, discuss payment plans, troubleshoot technical issues, amend appointments, deescalate complaints.
- Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
- Collaborated with fellow mentors to exchange best practices, ensuring continuous improvement of mentoring strategies.
- Assisted mentees in developing self-confidence and positive self-image.
Education
Diploma - Public Relations
University of South Africa
Cape Town, South Africa 04.2001 -
NQL 4 Marketing Management - Marketing Management
Northlink College
Cape Town, South Africa 04.2001 -
High School Diploma -
Gcinubuzwe Combined Schools
Jansenville, South Africa 04.2001 -
Skills
Excellent Communication skills
Timeline
Player Services Specialist
OPCOMMSHQ
05.2022 - Current
Player Services Representative
SuperSport Bet
11.2021 - 04.2022
Mentor in Training Department
WNS Global Services
07.2019 - 04.2021
Diploma - Public Relations
University of South Africa
04.2001 -
NQL 4 Marketing Management - Marketing Management
Northlink College
04.2001 -
High School Diploma -
Gcinubuzwe Combined Schools
04.2001 -
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