Hi, I’m
Gladys Yanes
Gibraltar
Summary
A highly motivated and experienced Customer Service Agent with over 13 years in customer support oriented roles within online gaming companies as well as in retail companies. Focused on providing a first class customer experience and resolving any queries, complications or issues that may arise. An excellent telephone manner, able to work as part of a team and the ability to perform exceeding expectations without supervision.
Overview
31
years of professional experience
1
Certification
Work History
I Flower Ltd
Shop Assistant and Admin
09.2021 - Current
Job overview
- Provided excellent customer service, promptly addressing inquiries and resolving issues.
- Stock taking, making of new orders and checking the incoming ones.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
- Listened to customer needs and desires to identify and recommend optimal products.
Bwin.Party Digital Entertainment (Part of GVC Holdings)
Customer Service Agent
05.2005 - 12.2016
Job overview
- Part of a busy customer service team providing front line support for valued customers
- Receiving and dealing with all initial customer communications, by phone, e-mail, chat and social networks, for Sportsbook, Casino and Poker; using MS Office as well as several backoffice tools (Ongame, BOS, CMS, backend portals)
- Resolve any customer grievances and provide solutions accordingly
- KYC verification, promotions, outbound campaigns, VIP customers
- Escalate queries to relevant departments when required
- Detecting and reporting Responsible Gaming issues.
Victor Chandler (Betvictor)
Call Centre Operator for British Market
10.2001 - 04.2005
Job overview
- Placing bets for customers on the phone, fast and efficiently
- Calmly dealing with challenging customers
- Dealing with Customer Service department and Bookies and call centre manager to resolve customer's issues
- Translating offers and the teasers for the website into Spanish.
Ladbrokes International
Call Centre Operator for British Market
08.2000 - 09.2001
Job overview
- Same duties as at Victor Chandler. Call centre was moved to UK and staff was made redundant.
Retama, Pemoro (Spain) and AJ Cisarego&Son
Office General Administration
01.1993 - 01.2000
Job overview
- Liaising with designers, order processing, imports, communication with suppliers and payments.
Education
School of Strategic InterventionistsOnline Academy
Certificate
International School For Secretaries & Management
01.1993
Agustin de Bethencourt High School ( O levels and A levels)
01.1990
Skills
- Administrative sills and problem solving
- Workload and time management
- Excellent telephone manner
- Dedicated, driven and pro-active
- Responsible, reliable, flexible and trustworthy
- Fluent English and Spanish (spoken and written)
- Able to remain calm in challenging situations
Phone
54011557, 20041947
References
Available upon request.
Certification
- Coaching: Strategic Coaching and Intervention
I enjoy photography, hikking in nature, crochet...
- I enjoy photography, hikking in nature, crochet, wellbeing...
Timeline
Shop Assistant and Admin
I Flower Ltd
09.2021 - Current
Customer Service Agent
Bwin.Party Digital Entertainment (Part of GVC Holdings)
05.2005 - 12.2016
Call Centre Operator for British Market
Victor Chandler (Betvictor)
10.2001 - 04.2005
Call Centre Operator for British Market
Ladbrokes International
08.2000 - 09.2001
Office General Administration
Retama, Pemoro (Spain) and AJ Cisarego&Son
01.1993 - 01.2000
School of Strategic Interventionists
Certificate
International School For Secretaries & Management
Agustin de Bethencourt High School ( O levels and A levels)
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