Max Bothén
Gibraltar,Gibraltar
Summary
Hardworking Shift Leader gifted at reviewing team tasks to assure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement. Work well in a team and speaks Swedish, English and Spanish.
Overview
17
17
years of professional experience
Work History
Customer Protection Shift Supervisor (UK)
Entain
01.2024 - Current
- As a leader, I excelled in effective task delegation, whilst maintaining the highest standards of work
- I have 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. - An important aspect of my new role involves crisis management and suicidal intervention, where I
demonstrate 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 - Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Collaborated with management to develop strategies for boosting overall staff performance.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Trained new employees and delegated daily tasks and responsibilities.
Customer Protection Retail Analyst (UK)
Entain
06.2023 - 01.2024
- Working close in a specialized team of 5 focusing on Ladbrokes & Coral Retail customers.
- Helping customers who are experiencing gambling related harm due to Retail play.
- Contacting customers who have breached their Self Exclusion offering them help and sign post them to other organizations if needed.
- Working closely with CDD UK and requesting any documents required from the Retail customers to ensure their gambling is affordable and to comply with AML (Anti Money Laundering) Regulations.
- Creating cases to monitor customers via Excel and other digital systems.
- Offering and educating Retail customers on RG (Responsible Gambling) tools to prevent any potential harm complying with UK Gambling Commission's regulations.
Customer Protection Analyst (UK)
Entain
11.2022 - 06.2023
- Protecting Customers from gambling related harm on our digital platforms across 12 UK brands.
- Qualified in suicide prevention.
- Applying appropriate spending limits according to the customer's affordability.
- Educating customers on the potential harm related to big wins.
- Advising the customers of the dangers from irresponsible and erratic gambling.
- Using my analytical skills to discover any possible gambling related harm.
- Using multiple digital systems to deliver a high standard and customer retention, complying with the latest UK regulations.
Senior FOH & Fitness Instructor/Certified Personal Trainer
Strength Factory
11.2021 - 11.2021
- Boosted client motivation by developing personalized fitness programs tailored to individual goals and abilities.
- Improved gym member retention through consistent monitoring of progress and providing regular feedback on performance.
- Enhanced class participation by designing fun and engaging group exercise routines that catered to various fitness levels.
- Promoted a positive workout environment by fostering strong relationships with clients, resulting in increased customer satisfaction.
- Interacting with members face to face on a daily basis.
- Communicating via email or telephone with members of the public.
- Offering membership subscriptions & offers.
- Ensuring my team and I will resolve any ongoing issues or enquires.
- Deliver a safe working atmosphere to attract new members and keep customer satisfaction at a high standard.
- Organizing and planning the shift rota for me and my staff. members.
- Delivering a positive and welcoming environment to retain a high members retention.
General Manager
Westex (Gib) Ltd
11.2018 - 10.2021
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Analyzed market trends and competitor activities to create competitive advantages.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Stores Manager
Westex (Gib) Ltd
05.2008 - 11.2018
- Checking my stock on a weekly basis to replace items which we are running out of stock.
- Ensuring the goods received from our suppliers matches against their invoices and placing them on their adequate shelves
- Dealing with customers as a daily basis and giving them my upmost services to keep our customers satisfied.
- Deliveries to customers to keep giving our customers the best services available.
- Using Sage acct system to invoice our customers and to adjust stock.
- Dealing politely with phone calls and addressing any issues or problems to ensure the services we offer are to our best standards.
- Any other office duties which needs to be completed such as: filing, mailing and keeping office stationery stock up to date
- Providing customers with invoices via email and debt chasing.
- Handling of payments and bank transfers.
- Organizing & arranging deliveries
Restaurant Waiter
Rock English Fish & Chips
06.2007 - 08.2007
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Maintained clean and organized dining areas for optimal guest experience.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Assisted in training new waitstaff members, contributing to a cohesive team environment.
- Dealing with payments
Education
Level 3 Practitioner in Personal Training -
Focus Awards
UK08.2023
Retail Training -
Entain
London06.2023
Suicide Prevention In The Gambling Environment -
Gamcare
Gibraltar06.2023
Remote Gambling & Anti Money Laundering -
University of Gibraltar
Gibraltar04.2023
Level 2 Qualification In Gym Instructing -
Diverse Trainers
UK11.2021
Customer Service Level 2 -
AMR Training
Gibraltar02.2012
Customer Care -
AMR Training
Gibraltar02.2012
GCSE - Spanish Language
Bayside Comprehensive School
Gibraltar08.2008
GCSE - English Language
Bayside Comprehensive School
Gibraltar07.2008
Skills
- Customer-Oriented
- Schedule Management
- Inventory Control
- Staff Scheduling
- Training and mentoring
- Strategic Planning
- Cash handling expertise
- Business Administration
- Document Management
- Staff Development
- Multiple Languages
- IT & Communication Skills
Sport & Martial Art Enthusiast
I have been watching and playing sports since young age. Growing up in Sweden football and ice hockey were my favorite sports to participate in. In my teens I grew a huge interest in mixed martial arts. I currently practice Brazilian Jiu Jitsu and have kick boxed in the past. I recently competed in No Gi Grappling in the Andalusian Championship in Seville.
Timeline
Customer Protection Shift Supervisor (UK)
Entain
01.2024 - Current
Customer Protection Retail Analyst (UK)
Entain
06.2023 - 01.2024
Customer Protection Analyst (UK)
Entain
11.2022 - 06.2023
Senior FOH & Fitness Instructor/Certified Personal Trainer
Strength Factory
11.2021 - 11.2021
General Manager
Westex (Gib) Ltd
11.2018 - 10.2021
Stores Manager
Westex (Gib) Ltd
05.2008 - 11.2018
Restaurant Waiter
Rock English Fish & Chips
06.2007 - 08.2007
Level 3 Practitioner in Personal Training -
Focus Awards
Retail Training -
Entain
Suicide Prevention In The Gambling Environment -
Gamcare
Remote Gambling & Anti Money Laundering -
University of Gibraltar
Level 2 Qualification In Gym Instructing -
Diverse Trainers
Customer Service Level 2 -
AMR Training
Customer Care -
AMR Training
GCSE - Spanish Language
Bayside Comprehensive School
GCSE - English Language
Bayside Comprehensive School
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