Head of VIP at Vinto Group (2025 – 2026)
- Built the VIP department from the ground up across both Sportsbook and Casino verticals - CRM, case-handling processes, team workspaces, cross-department workflows, KPIs, dashboards, analytics, task management and bonus campaigns
- Directed a 3-manager VIP team (incl. QA), covering 2,100+ accounts across 5 tiers - coaching, structuring workflows and reactivation strategy
- Grew department performance YoY: GGRx2.27, NGRx2.25, deposit volume x2.08 - while active VIP base grew only 6%
- Increased active depositing clients 1.69x and average deposit per client 1.23x through targeted segmentation, personalization and reactivation
- Resolved platform blockers and technical issues affecting VIP operations, ensuring uninterrupted service and player experience
- Handled 100,000+ client interactions over 10 months across Email, Telegram and WhatsApp.
Head of VIP / Team Lead VIP at NDA (2023 – 2025)
- Built and led a team of 10 VIP managers, QA and Team Leader from the ground up, including hiring, onboarding, motivation programs.
- Managed 6partner projects simultaneously, ensuring consistent quality and retention results across all brands.
- Developed segmented bonus systems and personalized reactivation campaigns, improving retention and lifetime value of high-tier players.
- Collaborated with internal departments (support, retention, finance, devs) and external clients daily to align operations with business goals.
- Created internal branding (team logo & merch), promoted mental and physical well-being in the team.
- Tracked and improved performance through KPI/NGR analytics and feedback systems.
- Played a key role in scaling a suite of products to a total monthly revenue of over €1M.
Customer Support Team Lead at NDA (2022 – 2023)
VIP Manager / Customer Support Agent at NDA (2021 – 2022)
