Customer Service Manager | Operations and Strategic Development at Mzansibet (2024-09 – Present)
Built and scaled a complete frontline customer operations function from inception, improving organizational scalability by implementing operational strategy, governance structures, and enterprise operational frameworks.
- Increased operational consistency and audit readiness by developing and implementing more than 300 operational policies, SOPs, disciplinary procedures, and governance frameworks.
- Improved operational performance visibility by establishing KPI dashboards, reporting structures, and performance monitoring systems that strengthened accountability and supported executive decision-making.
- Strengthened service delivery and vendor ecosystem management by managing relationships with multiple Payment Service Providers (PSPs), improving operational continuity and maintaining service expectations.
- Increased customer retention and player engagement by partnering with senior leadership on VIP strategy, customer lifecycle initiatives, and retention programs.
- Reduced business risk exposure by leading operational risk management initiatives involving AML investigations, Responsible Gaming controls, fraud prevention, duplicate account reviews, and scam detection processes.
- Improved business continuity and platform stability by serving as a key escalation point for incident management, operational issues, and service disruption events.
- Increased operational efficiency through process optimization initiatives, Intercom workflow improvements, payment validation procedures, and structured escalation frameworks.
- Supported operational readiness initiatives by designing onboarding frameworks, coaching structures, and operational playbooks aligned to business expansion objectives.
- Collaborated across customer operations, payments operations, sportsbook operations, and casino operations functions to improve cross-functional execution and delivery.
- Supported evolving operational requirements within regulated and multi-jurisdictional environments.
Systems Supervisor | Call Centre Manager | Customer Success Team Leader at Lunar Zone (2013-06 – 2024-04)
Led large-scale customer operations teams, improving productivity and service delivery through workforce planning, coaching initiatives, and structured performance management programs.
- Increased operational efficiency and SLA adherence by implementing workforce scheduling systems, KPI reporting, and operational governance frameworks.
- Improved employee engagement and retention through recognition programs, incentive structures, coaching strategies, and culture initiatives.
- Strengthened operational continuity by implementing structured incident management processes and escalation procedures for high-priority operational issues.
- Improved stakeholder alignment by collaborating with cross-functional teams responsible for promotions, payments, technical support, and customer service operations.
- Developed leadership capability by mentoring frontline staff and leadership teams, creating scalable talent development pathways.
