Allan Balloqui

As DAZNBet had opened in 2020, I'd been given the opportunity to be part of the building process within Safer Gambling for launch. I assisted in the creation of templates, assessment processes and taking the time to record all the acquired knowledge for future employees to follow. This proved successful with the team and an appreciation from new team members. The success of the team had been acknowledged by the gambling commissioner upon a successful launch. I continue my employment as a senior member of my team with the responsibility of ensuring assistance is provided to team members and uphold the required quality of work.

During my three months contract I was able to prove my competence within the contact centre by providing an exceptional level of service, achieving 95% positive feedback from our customers. My consistency led to passing my probation through monthly evaluations on my progress and engaging in possible improvements to provide a quality service expected from the company.

Adapted to monitor customers activity through sophisticated tools and analyze gaming behaviour, identifying potential risk of their well-being.

Developing phone skills to communicate sensitive information from customers who may be at risk and take a pro-active decision avoiding potential harm.

A fundamental component is remaining in control when handling sensitive cases, ensuring members are in a safe environment and provide guidance to available in-site tools and gambling rehabilitation centres such as Gamstop.

Adapting from my previous experience ensuring my quality remains consistent and assisting colleagues with locating solutions to tough queries. Useful resources provided by the company assisted with my self-development becoming self reliant and train new starters on the floor bringing them up to speed with with our procedures and new regulations.

Assisting with administrative duties such as payments from clients and to employees, ensuring lessons are in schedule as well as any event organisation with the school, for example productions and examinations. My self-taught skills in music proved useful providing assistance in lessons which may require a last-minute substitution. Overall, I would have daily contact with local parents as well as children for any assistance they may require be it by phones, emails or one-to-one.

Attending to a wide range of customers with a consistent professional service, Gaining experience and confidence to provide the service our customers deserve. Moving from the Core Department to Vip and lastly in VIP Poker, I have become a diverse agent handling products such as casino, bingo, games and Poker. With my 4.3/5 mark average on phone calls, emails and chats proving as an asset to the contact office with an expertise on selling offers.