Summary
Overview
Work History
Education
Certification
References
Timeline
Generic

Alexander Andrew

Gibraltar

Summary

As a seasoned customer service professional with a diverse range of experience in the aviation, security, and hospitality industries, I am confident in my ability to connect with customers and provide exceptional service. My passion for delivering excellent customer experiences, paired with my strong problem-solving skills, has enabled me to excel in my current role as a Customer Protection Retail Supervisor. With a proven track record of successfully identifying potential issues and intervening to prevent harm, I approach every customer interaction with empathy and a non-judgmental attitude. I am a team player who takes pride in delivering results, and I am always eager to learn and take on new challenges.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Protection Retail Supervisor

Entain
06.2023 - Current
  • In my role as the Customer Protection Retail Supervisor, I led a sizable team of approximately 35 individuals while also managing a specialized team of 4
  • The specialized team was dedicated to communicating with our retail customers
  • As a leader, I excelled in effective task delegation, whilst maintaining the highest standards of work
  • I had the authority to approve high limits being applied to the customer’s account, mentored new and junior staff, and served as the point of contact for anyone in need of assistance
  • I would regularly monitor the team statistics to ensure adherence to the SLA
  • Overall performance excellence was a crucial aspect of my responsibilities
  • Additionally, I actively engaged with customers regularly requesting SOF documents and providing detailed explanations regarding the reason the documentation is required
  • I conducted comprehensive safer gambling interactions, initiated discussions about customers' finances, and ensured they were safeguarded from any gambling-related harm
  • An important aspect of my role involved crisis management and suicidal intervention, where I demonstrated a high level of empathy and professionalism
  • In situations where customers expressed suicidal thoughts, I not only provided emotional support but also swiftly coordinated with authorities for welfare checks
  • I developed and implemented a comprehensive training package for the staff, focusing on the retail aspect of the business.

Customer Protection Analyst

Entain
05.2022 - 06.2023
  • As a customer protection analyst, I'm experienced in conducting account reviews to identify customers who may be at risk of harm due to their gambling behavior
  • I use this information to have candid conversations with customers and assess whether they're gambling responsibly and within their means
  • I make sure to approach these conversations with empathy and without judgment, creating a comfortable space for customers to share their experiences
  • Based on my conversations with customers, I'm skilled at identifying potential issues with their gambling behavior and intervening when necessary to prevent harm
  • I'm equipped to take appropriate actions like limiting access to certain products or features, closing accounts, or referring customers to external support services
  • Prior to calling the customer, I conduct a thorough review of their account history to ensure I have a clear understanding of their gambling behavior
  • This helps me approach the conversation in a targeted and informed manner, which is essential for maximizing the effectiveness of my interventions.

Turnaround Coordinator/ Customer Service Agent

Gibair
02.2016 - 03.2022
  • My main role in Gibair is Turnaround Coordinator, which makes me responsible for the punctual, safe planning and execution of the various aircraft which Gibair handles
  • In this roll my main duties are liaising with the flight crew to ensure the weight and balance of the aircraft are within safe limits, also liaising with gate staff to ensure an on time departure whilst confirming that the required fuel has been uplifted to the aircraft and also making sure that AAA requirements are being met and that the loaded bags in the aircraft are legal and safe
  • My other role as a customer service agent includes check-in, which includes checking in passengers on the flights and checking the correct allowance with regards to weight and size of bags and charging appropriately if not met
  • Also boarding flights at the gate in a timely manner and giving out information to passengers when a flight has been delayed or diverted to Malaga.

Security Officer

OSG
10.2014 - 01.2016
  • During my time in OSG I was placed at many different posts, which required me to adapt to different scenarios, the two main places I was posted at were the devils tower car park, and the airport
  • Whilst at devil's tower car park my duties included patrols of the car park, informing Car Parks LTD if any vehicles have not displayed the appropriate or incorrect parking pass
  • Also, another main role there was ensuring no smugglers were in the building, and if there were i would contact the authorities or ask them to leave.

Customer Service Agent

Gibair
12.2012 - 09.2013
  • I was originally hired for the job title ‘PRM’
  • This job meant I was responsible for the transportation of disabled passengers to the aircraft and helping them with any problems
  • However, I was soon promoted to ‘CSA’ (Customer Service Agent)
  • This job role held more responsibilities
  • I was then put in charge of checking passengers in and running through security questions with them
  • I would also check passports and travel documents and verify that these were all legitimate
  • If a flight was ever diverted to Malaga, I would be the GibAir representative and escort the passengers to and from Malaga
  • I would also have to liaise with airlines in Malaga with regards to securing the passengers were checked in.

Barman

Edinburgh Arms
09.2011 - 06.2012
  • My job title here was barman, however I feel my responsibilities went beyond this
  • I was in charge of cleaning and making sure the premises were safe
  • I would serve customers; this would range from simply making up a drink to cooking a full Sunday roast
  • Customer interaction was key here and where I excelled, I felt this was important in keeping the clientèle and maintaining a good reputation in order to add to our regulars
  • Ordering stock was also another part of my job here, I would have to stock rotate and keep a mental note of what we would need
  • I was also good at picking up patterns of what sold better and when and how much more we would need
  • Management of money was another responsibility I was entrusted with here; I was responsible for counting up the end of day and putting the contents of that into the safe.

Education

Bachelor of Science -

Edinburgh Napier University
Edinburgh
09.2013

Bayside Comprehensive
Gibraltar
07.2009

Certification

  • Social Responsibility, Interaction and Motivating Behavior Change Training (GamCare)
  • Remote Gambling Online Course (issued by the University of Gibraltar)
  • Certificate: Aviation Ground Security Training Course (issued by Borders and Coastguard Agency)
  • Certificate: Dangerous Good Course (issued by Gibair)
  • Certificate: Ramp Safety (issued by Gibair)
  • Certificate: Basic Online First Aid Course
  • Certificate: Advanced Online First Aid Course
  • Valid B License
  • Experience with radio communications during my time working in Gibair and OSG.

References

References available upon request

Timeline

Customer Protection Retail Supervisor

Entain
06.2023 - Current

Customer Protection Analyst

Entain
05.2022 - 06.2023

Turnaround Coordinator/ Customer Service Agent

Gibair
02.2016 - 03.2022

Security Officer

OSG
10.2014 - 01.2016

Customer Service Agent

Gibair
12.2012 - 09.2013

Barman

Edinburgh Arms
09.2011 - 06.2012

Bachelor of Science -

Edinburgh Napier University

Bayside Comprehensive

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