Aline miguel felicio

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VIP Account Manager & CRM Analyst

Mowigo Enterprises – Fully remote

Jan 2024 - Apr 2024 (4 months)

• Developed and executed CRM campaigns for VIP players, resulting in a 20% increase in engagement and retention. • Managed a portfolio of 170 VIP customers across multiple channels, including emails, CRM platform, Whatsapp, SMS, and internal messages. • Conducted detailed analyses of player behavior, segmenting VIPs based on activity and preferences for targeted campaigns. • Spearheaded loyalty programs for VIP players, significantly enhancing player retention and lifetime value. • Collaborated with cross-functional teams to ensure compliance with regional regulations and industry standards. • Updated and managed reports related to loyalty, bonuses (including SQL-based reports), payments, and sign-ups, ensuring accurate and timely dat

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VIP Account Manager

10bet

Sep 2023 - Jan 2024 (5 months)

• Fostered relationships with high-value VIP players, providing tailored customer service and ensuring high levels of satisfaction. • Created and implemented exclusive loyalty programs, offering bespoke bonuses, events, and promotions to enhance player engagement. • Analyzed player activity and behavior using data-driven insights to develop personalized offers and retention strategies, focusing on improving key KPIs such as churn and lifetime value. • Utilized Qlik and D-Engage to monitor player behavior and create customized CRM campaigns, ensuring targeted communication for high-value players. • Regularly tracked and optimized KPIs, including churn rates, player activity, and engagement levels, using advanced analytics to refine camp

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Customer Experience Specialist

10bet

May 2023 - Sep 2023 (5 months)

• Led the successful launch of 10bet in the Brazilian market, overseeing the translation of the website, adjustment of terms and conditions, and localization to meet the needs of local players. • Developed and maintained a comprehensive knowledge base and customer support procedures, ensuring seamless onboarding for the BPO team and consistent, high-quality customer service. • Trained and coached the BPO customer support team, emphasizing VIP customer service excellence, compliance with regulatory requirements, and effective communication. • Actively monitored customer feedback and resolved high-priority issues, ensuring a smooth transition into the Brazilian market and reinforcing the brand's commitment to customer care.

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Bilingual Customer Support Representative

Betway Group

Nov 2020 - Apr 2023 (2 years 6 months)

• Delivered personalized support for high-value customers, managing VIP accounts with a focus on tailored service, compliance, and issue resolution. • Conducted Enhanced Due Diligence (EDD), Know Your Customer (KYC) calls, and Responsible Gambling (RG)assessments to ensure player safety, regulatory compliance, and a secure gaming environment. • Collaborated closely with the Key Account Management, Fraud, and Compliance teams to ensure VIP player accounts were properly managed and any issues were addressed promptly. • Actively handled customer complaints through Reclame Aqui (Brazilian customer complaint platform), ensuring swift resolutions to maintain customer satisfaction. • Provided support across social media platforms, addressing

Aline miguel felicio

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