Tatiana Chadova
La Linea
Summary
A highly experienced manager in the gaming industry with over six years of leadership roles. Skilled in solving operational problems, improving customer satisfaction, and organizing procedures for efficiency.
Overview
13
13
years of professional experience
Work History
CDD Senior Officer
William Hill
Gibraltar
06.2023 - Current
- Conducted thorough due diligence reviews on customers to assess their risk profile and compliance with regulatory standards.
- Analyzed customer documentation, transactional activity, and other relevant information to identify potential risks.
- Utilized advanced research techniques and tools to gather and verify customer information, ensuring accuracy and completeness
- Assisted in the development and enhancement of CDD policies, procedures, and guidelines to reflect changing regulatory requirements and emerging risks.
Shift Manager
888Holdings
Gibraltar
12.2021 - 05.2023
- Led and supervise a team of customer service representatives and technical support staff during assigned shifts.
- Provided guidance, support, and coaching to team members to enhance their performance and productivity.
- Ensured the smooth operation of the gaming platform by monitoring system performance, user activity, and customer interactions.
- Addressed any technical issues, system glitches, or customer complaints in a timely and effective manner to minimize disruptions to service.
- Collaborated with technical teams to troubleshoot and resolve technical issues, escalated critical issues as needed.
- Ensured that customer support representatives provide accurate, timely, and personalized assistance to resolve customer issues and inquiries.
- Managed shift schedules, staffing levels, and resource allocation to ensure adequate coverage and support during peak hours and high-traffic periods.
VIP Customer Support Representative
888Holdings
Gibraltar
08.2017 - 12.2021
- Responded promptly and professionally to player inquiries, complaints, and feedback via various channels, including live chat, email, and phone.
- Provided accurate and comprehensive information about our gaming products, services, promotions, and policies to assist players effectively.
- Investigated and resolve player issues, including gameplay glitches, payment disputes, and account-related concerns, in a timely and satisfactory manner.
- Actively participated in training sessions, workshops, and knowledge-sharing activities to enhance the product knowledge and customer service skills.
Administrative Secretary
Language school "Academia Contacto"
Madrid
08.2016 - 06.2017
- Composed email messages, memos, and business letters for management, ensuring clarity and professionalism, and meticulously proofread documents to ensure error-free correspondence.
- Ensured the functionality of office equipment and maintained well-stocked supplies to optimize operational efficiency.
- Engaged with customers via email and telephone to promptly address inquiries and provide assistance, fostering positive interactions and satisfaction.
- Managed the routing of agreements, contracts, and invoices through the appropriate signature process, ensuring timely processing and documentation.
- Warmly greeted visitors and efficiently managed the front reception desk, creating a welcoming atmosphere and facilitating smooth operations.
Head of Administration
Language school "Inglaterra"
Nizhny Novgorod
08.2011 - 10.2015
- Recruited, trained, and supervised administrative staff members, providing guidance, mentorship, and performance feedback to support their professional growth and development.
- Conducted regular performance evaluations, goal-setting meetings, and professional development sessions to assess staff performance, identify training needs, and facilitate skill enhancement.
- Managed the allocation of resources, including budget, personnel, equipment, and supplies, to support the needs of the school's programs and activities.
- Provided strategic direction and leadership for the administrative team, setting clear goals, objectives, and performance expectations.
- Developed and implement administrative policies, procedures, and workflows to streamline operations, maximize efficiency, and improve service delivery.
Education
Bachelor of Arts - Foreign Languages Education
State Pedagogical University
Nizhny Novgorod06.2010
Intensive course - Oxford Teaching Knowledge Course
ESOL Examination
Nizhny Novgorod, Russia01.2010
Skills
- Decision Making
- Mentoring and Coaching
- Verbal and Written Communication
- Documentation and Reporting
- Problem Resolution
- Work Planning and Prioritization
- Managing Operations and Efficiency
- Punctual and Reliable
- Process Improvements
- Issue and Conflict Resolution
- Customer Service
- Shift Scheduling
Timeline
CDD Senior Officer
William Hill
06.2023 - Current
Shift Manager
888Holdings
12.2021 - 05.2023
VIP Customer Support Representative
888Holdings
08.2017 - 12.2021
Administrative Secretary
Language school "Academia Contacto"
08.2016 - 06.2017
Head of Administration
Language school "Inglaterra"
08.2011 - 10.2015
Bachelor of Arts - Foreign Languages Education
State Pedagogical University
Intensive course - Oxford Teaching Knowledge Course
ESOL Examination
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