Mon Gubaton

Results-driven Customer Support and Operations Professional with 16+ years of experience in the online sportsbook and gaming industry (188BET/Taptap), including leadership roles supporting high-volume customer service operations. Possesses extensive knowledge of sportsbook platforms, betting markets, wagering processes, odds management, responsible gaming practices, and compliance requirements. Proven success in leading support teams, managing escalations, monitoring performance metrics, and maintaining data accuracy through Salesforce CRM.

Skilled in omnichannel customer support, administrative coordination, data management, and process improvement, with a strong track record of delivering exceptional customer experiences while ensuring operational efficiency and regulatory compliance. Adept at working in fast-paced remote environments and collaborating across teams to achieve business objectives.

Senior Customer Executive / Team Leader - Avantice Corporation / Trentis Corporation - Philippines

(2014-07 - 2026-05)

Led daily customer service operations for 188BET/Taptap platform.

• Led daily customer service operations for a team of 5 support representatives across chat, email, and phone channels to maintain service quality.
• Managed escalations, assisting team members in resolving complex customer complaints and maintaining strict service level agreements (SLAs).
• Monitored key performance indicators (KPIs), analyzing response times, resolution rates, and team productivity metrics to implement process improvements.
• Generated comprehensive performance reports (weekly, monthly, quarterly) for executive management review and strategic planning.
• Directed onboarding and training programs for new personnel, reducing ramp-up time and increasing day-one workflow efficiency.
• Audited customer records and transaction data inside Salesforce CRM to ensure data accuracy and corporate compliance.

Customer Service Executive - Stellent Corporation - Philippines

(2009-07 - 2014-06)

Delivered multi-channel customer support for 188BET/Taptap platform.

• Delivered multi-channel customer support via chat, email, and phone, consistently meeting or exceeding monthly performance targets.
• Executed accurate data entry and case documentation for customer accounts, billing inquiries, and technical issues.
• Processed sensitive customer financial and personal information under strict data privacy and confidentiality protocols.
• Maintained high customer satisfaction (CSAT) ratings by providing rapid, empathetic, and thorough issue resolution.

Bachelor of Science - Business Administration (Management) - Tanon College (2005)