Daryl Madrigal

A Leader with almost 10 years of work experience focusing on servicing offshore clients. From a Customer Service Representative, I got promoted as a Subject Matter Expert who assisted as the first point of contact for all escalated client concerns. Years later, I was invited to join the Leadership Team working as Analyst/Sales/Player Advocacy/Subject Matter Expert/VIP Host Lead.

Field Officer - Lucky Gems Construction

(2022-10)

• Responsible for executing project plans, collecting data, ensuring compliance with regulations, and managing personnel in various outdoor, remote, or localized setting.

Analyst/Sales/Player Advocacy/Subject Matter Expert/VIP Lead - Champion Services (Teleport Business Tech Solutions)

(2011-11 - 2021-09)

• Handled agents on their reports and manuals. Deliberate process and execute code of conducts to employees.
• Inviting (Outbound Call) potential clients for account creation, product discussion, website navigation and management.
• Responsible for calling VIP players (Outbound) for account retention, renewals, deposit bonuses, account creation and providing active promotions.
• December 2017 – June 2021: I was chosen to handle exclusive VIP Accounts and served as a VIP Customer Service Sales Lead as the first point of contact. I'm also a Subject Matter Expert who assists Elite Customer Service Representative regarding our products and taking escalated calls.
• July – December 2017: Assigned to be an Analyst. We focus on disputes, retention, promotion distribution, game plays, withdrawals, site checks and profiling of customers.
• August 2012 – July 2017: Promoted as Customer Service Subject Matter Expert/Player Advocacy Senior that handled a team of Customer Service Representatives. I also conducted regular performance management (coaching) including learning and development after reviewing calls and emails delivered by agents. Aside from that, we review withdrawals before processing, checking other sites, contacting players who has negative experience in our website.
• November 2011 – August 2012: Customer Service Representative who assisted offshore clients with their accounts via email, phone, and chat interactions.

Associate - Health Science Education/Nursing - Far Easter University (2005-07)