Juan Pablo Head of Operations

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Head of Latam Operations

PIN-UP Global

Oct 2023 - Current (2 years 7 months)

• Lead the B2C operations for Argentina, Brazil, Peru, México, and Chile markets. • Chief of Staff Build and execute Sportsbook and Casino product strategies and improvements to reach the NGR targets. • Lead the CRM strategies and campaigns for LATAM markets to increase NGR performance, conversion, and retention rates, and to minimize churn, using tech tools like Figma, Braze, Infobip, Looker, and Customer.io • Lead the VIP team and set up the VIP loyalty program to provide a meaningful experience. • Analyze customer data with Looker and Tableau and propose new action plans. • Propose and work with the product and engineering team on the creation of new features and strategies to encourage customers to spend more time on the platform.

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Director of VIP Operations

WPlay - Playtech

Dec 2021 - Oct 2023 (1 year 11 months)

• I led the development and execution of various strategies to increase KPI performance (NGR, GGR, Acquisition, and Retention) • I executed CRM campaigns (Email, SMS, App and website notifications) to engage active VIP customers, reduce churn, and boost conversions while promoting new Sportsbook and Casino product features, game launches, and promotions using tech tools like: Infobip and Google Analytics. • Working closely with the marketing team for new off-site strategies like sponsorships and International VIP events, • Work with the product team to develop new features and strategies to make the customers spend more time on the website and the App for example: Loyalty points program, Casino live tournaments,and Live Streamings • Ma

Director of Customer Service and VIP Operations

Rush Street Interactive

May 2018 - Nov 2021 (3 years 7 months)

• I have helped build our Customer Service reputation as the best in the market by providing friendly, valuable, and faster solutions to our customers. • I executed CRM campaigns (Email, SMS and website notifications) to engage active customers, reduce churn, and boost conversions while promoting new product features. • I implemented various customer service tools to enhance the customer experience and increase support agents' efficiency. These tools included chatbots, chat flows, and Zendesk integrations, among others. • I established key performance indicators (KPIs) and operational protocols across KYC, Casino, Sports, VIP, and customer service domains, ensuring optimal solutions for the company and customers. • With the Marketing t

Head of Customer Service and Technical Support

HS Technology

Jan 2014 - Mar 2018 (4 years 3 months)

• Led and managed the customer service and technical support functions, ensuring high-quality support for American startup clients. • Implemented various customer service tools, including chatbots, chat flows, and Zendesk integrations, to improve customer experience and support agent efficiency. • Developed and executed strategies to enhance service delivery and customer satisfaction tailored to the needs of startup clients. • Oversaw a team of support agents, providing training and guidance to optimize performance. • Coordinated with IT and development teams to address technical issues and improve service processes. • Monitored and analyzed customer feedback from startup clients to identify areas for improvement and implement necessa

Juan Pablo

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