Customer Service General Manager

ABOUT ME

I am a versatile and creative professional with a diverse background spanning the iGaming, banking, tourism, and game development industries. Over my three years in the iGaming sector, I honed my expertise in online marketing, customer service, and content creation, contributing to dynamic, user-focused campaigns. My six-year tenure in the banking industry enriched my skill set with financial analysis, risk management, and compliance, equipping me with an analytical mindset and precision in high-stakes environments. Currently, I serve as an Operations and Reservations Executive and Assistant to the General Manager in the tourism sector, where I manage bookings, logistics, and customer relations with efficiency and attention to detail. Beyond my professional roles, I am passionate about gaming and storytelling. I have showcased my creativity and strategic thinking through developing my own FRP (Fantasy Role-Playing) game website and designing an original board game. I also write short, educational children's stories, reflecting my dedication to blending fun with learning. I am always motivated to expand my horizons, take on new challenges, and collaborate on projects that push the boundaries of innovation.

Explore my work at: mergenforest.com

I am enthusiastic about connecting with like-minded professionals and exploring collaborative opportunities in the gaming and creative industries. If you share these interests or have ideas to discuss, don’t hesitate to reach out. WORK EXPERIENCE

Global B2B - Operations & Reservations Executive

Fortina Investment Ltd [ 27/03/2023 – Current ]

City: Sliema Country: Malta

Job Description:

As the Global B2B - Operations & Reservations Executive, I play a pivotal role in ensuring the seamless coordination and management of B2B operations and reservation processes. My responsibilities encompass the strategic oversight and execution of key logistics to support global partners and maintain a high standard of client satisfaction.

Key Responsibilities:

• Reservations Management: Oversee the end-to-end reservation process, ensuring accuracy and timeliness in handling bookings for global partners and clients.

• Operational Coordination: Collaborate with various departments to streamline logistics and enhance the efficiency of operations, ensuring alignment with company goals and client expectations.

• Client Liaison: Serve as a primary point of contact for B2B clients, maintaining professional and effective communication to address inquiries, resolve issues, and foster strong partnerships.

• Documentation and Compliance: Prepare, verify, and manage contracts, invoices, and other critical documents to ensure compliance with company standards and legal requirements.

• Performance Monitoring: Track and report on key performance metrics, providing data-driven insights to optimize reservation workflows and operational processes.

• Problem-Solving: Identify challenges in the reservation and operational pipeline, implementing timely solutions to maintain service quality and efficiency.

Ezgi AKIN

Nationality: Turkish Date of birth: 16/07/1990 Gender: Female

Email address: ****.******@*****.***

WhatsApp Messenger: 77130155 LinkedIn: www.linkedin.com/in/ezgi-akin-147b0215a

Website: https://mergenforest.com/

Home: 51, rodolfu street, door:1 51, Flat 1, SLM1274 sliema (Malta)

• Collaboration with General Management: Assist the General Manager in strategic planning, decision-making, and the execution of special projects to support business growth.

• Training and Mentorship: Provide guidance and training to junior team members, enhancing team productivity and knowledge sharing.

• System Management: Utilize and maintain reservation systems and databases to ensure data integrity and smooth operational functions.

• Market Research: Stay informed about industry trends, market needs, and competitor offerings to refine strategies and maintain a competitive edge.

Key Skills and Competencies:

• Strong Communication Skills: Ability to build and maintain relationships with global partners and cross- functional teams.

• Attention to Detail: Exceptional accuracy in managing reservations and documentation.

• Problem-Solving Abilities: Proactive in identifying potential issues and devising effective solutions.

• Organizational Expertise: Demonstrated ability to manage multiple tasks simultaneously and prioritize efficiently.

• Technical Proficiency: Familiarity with reservation software and Microsoft Office Suite; adaptability to learn new systems quickly.

• Customer-Focused Mindset: Committed to delivering superior service and enhancing the client experience. Achievements and Contributions:

• Successfully enhanced operational workflows, leading to a notable reduction in processing time for reservations.

• Improved client satisfaction scores through prompt and effective communication and service. Customer Success and VIP Executive

Platin Gaming Ltd. [ 07/01/2023 – 10/11/2023 ]

City: sliema Country: Malta

Job Description:

As a Customer Success and VIP Executive at Platin Gaming, I am committed to enhancing customer satisfaction and fostering lasting relationships with VIP clients. This role involves delivering exceptional support, understanding client needs, and implementing strategies that ensure customer retention and loyalty within a highly competitive industry.

Key Responsibilities:

• VIP Client Management: Serve as the primary point of contact for high-value clients, ensuring a tailored and premium experience through personalized service and proactive support.

• Customer Engagement: Build and nurture strong, long-term relationships with customers by understanding their gaming preferences and needs, delivering customized solutions, and addressing inquiries promptly.

• Retention Strategies: Develop and implement initiatives aimed at maximizing client engagement and minimizing churn, including exclusive promotions and loyalty programs tailored for VIPs.

• Onboarding and Training: Guide new clients through the onboarding process, offering comprehensive support to ensure a seamless transition and familiarity with products and services.

• Performance Analysis: Monitor client activity and satisfaction levels, analyzing data to identify trends, challenges, and opportunities for enhancement.

• Feedback Implementation: Collect and act on feedback from VIP clients, communicating suggestions to the relevant teams to improve the overall service offering and user experience.

• Problem Resolution: Act as an escalation point for complex client issues, working collaboratively with other departments to provide swift and effective solutions.

• Reporting and Communication: Prepare regular reports on VIP client interactions, performance metrics, and campaign outcomes, presenting insights to senior management.

• Cross-Department Collaboration: Work closely with the marketing, product development, and customer support teams to align strategies and enhance the customer journey.

• Upselling and Cross-Selling: Identify opportunities to introduce clients to new products and services that align with their interests, contributing to revenue growth. Key Skills and Competencies:

• Exceptional Communication: Strong interpersonal skills with the ability to engage and maintain relationships with VIP clients effectively.

• Customer-Centric Approach: Proven dedication to delivering high-quality customer service and understanding client needs.

• Analytical Thinking: Ability to analyze customer data and feedback to inform strategy and improve services.

• Problem-Solving Proficiency: Quick to identify issues and devise solutions that enhance client satisfaction.

• Organizational Abilities: Skilled in managing multiple VIP accounts and prioritizing tasks efficiently.

• Technical Knowledge: Familiarity with CRM systems and data analysis tools; adaptability to learn new gaming platforms and software.

KYC Expert / Corporate and Marine Finance CRM

Credit Europe Bank N.V. Malta Branch [ 01/07/2016 – 30/06/2022 ] City: sliema Country: Malta

Job Description:

During my tenure as a KYC (Know Your Customer) Expert and Corporate and Marine Finance Client Relationship Manager (CRM) at Credit Europe Bank N.V., I played a critical role in managing client relationships, ensuring regulatory compliance, and facilitating the financial needs of corporate and marine clients. Key Responsibilities:

• KYC and Compliance Oversight: Conducted thorough due diligence and KYC checks on corporate and marine clients, ensuring full adherence to local and international AML (Anti-Money Laundering) and regulatory standards.

• Client Onboarding: Managed the onboarding process for new clients, collecting and verifying all necessary documentation and assessing potential risks associated with new business relationships.

• Risk Assessment: Monitored and evaluated client portfolios to identify and mitigate financial, operational, and reputational risks, implementing action plans when necessary.

• Relationship Management: Acted as a dedicated CRM for corporate and marine finance clients, maintaining open lines of communication to address their banking needs and facilitate seamless service delivery.

• Financial Analysis: Assisted in the assessment of client creditworthiness through comprehensive financial analysis, providing strategic input to support loan structuring and decision-making processes.

• Transaction Monitoring: Supervised and reviewed client transactions, ensuring they aligned with expected account activity and flagging any irregularities for further investigation.

• Collaboration with Teams: Worked closely with legal, compliance, and credit teams to address complex cases and align client strategies with bank policies.

• Regulatory Reporting: Prepared detailed reports and maintained accurate records for internal and external audits, ensuring data integrity and compliance with regulatory standards.

• Process Optimization: Identified and implemented process improvements to streamline KYC procedures and enhance the efficiency of client onboarding and monitoring.

• Client Portfolio Management: Maintained a strong client portfolio, fostering trust through consistent service and personalized financial solutions tailored to client needs.

• Training and Mentorship: Provided guidance and training to junior team members on KYC best practices and regulatory requirements, contributing to the development of a well-informed team. Achievements and Contributions:

• Successfully managed the onboarding and compliance processes for high-value corporate clients, contributing to a risk-free operational environment.

• Played a key role in refining KYC procedures, resulting in improved processing times and enhanced compliance metrics.

Game Introducer & Customer Specialist

Evolution Gaming Ltd [ 01/07/2014 – 01/07/2016 ]

City: Hal Luqa Country: Malta

Job Description:

In my role as a Game Introducer & Customer Specialist at Evolution Gaming Ltd, I was responsible for delivering a seamless and engaging gaming experience for clients, while ensuring high-quality customer interaction and maintaining company standards of service excellence. Key Responsibilities:

• Game Presentation: Hosted live casino games, introducing rules, engaging with players, and maintaining a lively, interactive atmosphere to enhance player satisfaction and retention.

• Customer Engagement: Interacted directly with players through live chat and other channels, ensuring their questions were answered and concerns were addressed promptly and professionally.

• Service Excellence: Ensured a superior level of customer service by understanding and responding to the needs and preferences of a diverse international client base.

• Game Management: Managed live games efficiently, following strict protocols to ensure fairness, compliance, and adherence to company procedures.

• Feedback Collection: Gathered player feedback and reported insights to the relevant teams for continuous improvement of games and services.

• Technical Troubleshooting: Assisted players with minor technical issues and escalated more complex problems to technical support teams for swift resolution.

• Collaboration with Teams: Worked alongside game developers, operations staff, and customer support to maintain seamless game delivery and optimize player experience.

• Brand Representation: Maintained a professional and enthusiastic demeanor as the face of the company, promoting brand values and fostering a welcoming environment for players.

• Training Participation: Attended training sessions and workshops to stay informed about new game offerings, service standards, and communication techniques.

Key Skills and Competencies:

• Strong Communication Skills: Ability to engage with clients in an articulate and approachable manner, making complex rules simple and entertaining.

• Customer-Centric Approach: Demonstrated commitment to creating a positive, enjoyable experience for all players.

• Technical Proficiency: Familiarity with gaming software and live streaming technology, coupled with the ability to troubleshoot basic technical issues.

• Adaptability: Capable of handling fast-paced, high-energy environments and maintaining composure under pressure.

• Attention to Detail: Ensured game integrity and compliance with operational guidelines.

• Interpersonal Skills: Skilled in fostering a sense of community among players through friendly, interactive communication.

Achievements and Contributions:

• Recognized for consistently high customer satisfaction scores, contributing to player loyalty and repeat engagement.

• Enhanced the user experience by providing feedback that led to the refinement of game features and player interaction protocols.

Payment and Support Officer

Rixos Bet [ 2014 – 2014 ]

City: San Gwann Country: Malta

Job Title: Payment and Support Officer

Company: Rixos Bet

Tenure: 2014 (Less than a year)

Job Description:

As a Payment and Support Officer at Rixos Bet, I played a crucial role in managing payment processing and providing comprehensive customer support. This position required precision, strong communication skills, and a customer-focused approach to ensure efficient and secure financial transactions and high levels of client satisfaction. Key Responsibilities:

• Payment Processing: Managed and processed customer deposits, withdrawals, and other financial transactions, ensuring accuracy and adherence to company policies and security protocols.

• Transaction Monitoring: Monitored and reviewed payment activities to identify and resolve discrepancies or suspicious transactions, maintaining compliance with industry standards and regulations.

• Customer Support: Provided prompt and professional assistance to clients via multiple communication channels (live chat, email, and phone), resolving queries related to payments, account management, and service issues.

• Issue Escalation: Coordinated with technical and financial teams to escalate complex issues and follow up until resolution, maintaining client confidence.

• Documentation: Maintained comprehensive records of client interactions and transaction logs to ensure proper documentation for auditing and future reference.

• Fraud Prevention: Assisted in identifying and preventing fraudulent activities by applying company protocols and conducting due diligence checks.

• Client Education: Educated clients on payment processes, terms, and conditions to facilitate smooth transactions and minimize service interruptions.

• Process Improvement: Participated in identifying and implementing improvements to payment processing workflows to enhance efficiency and reduce client waiting times. Key Skills and Competencies:

• Strong Attention to Detail: Ensured the accuracy of financial transactions and adherence to security standards.

• Customer Service Excellence: Demonstrated commitment to client satisfaction by providing clear, timely, and empathetic support.

• Analytical Skills: Ability to analyse transaction data to detect inconsistencies and potential issues.

• Problem-Solving Abilities: Effective in troubleshooting payment issues and providing swift resolutions.

• Technical Proficiency: Familiarity with payment processing systems and customer service software.

• Team Collaboration: Worked effectively with other departments to enhance the overall customer experience. Achievements and Contributions:

• Improved response time for customer queries, resulting in higher client satisfaction ratings.

• Assisted in developing clearer communication protocols that streamlined the resolution of payment issues. EDUCATION AND TRAINING

Finance Degree, BA

CELAL BAYAR UNIVERCITY [ 10/09/2009 – 10/09/2013 ] City: Manisa Country: Türkiye Level in EQF: EQF level 6 CREATIVE WORKS

[ 08/03/2017 – Current ]

Founder of MERGEN FOREST

Job Title: Founder and Creator

Company: Mergen Forest

Location: Sliema, Malta

Description:

As the Founder and Creator of Mergen Forest Board Game, I led the full lifecycle of developing this immersive fantasy role-playing game that champions courage, creativity, and teamwork. My role encompassed the creative, operational, and strategic aspects of bringing this unique game to life and engaging with a global community of players.

Key Achievements and Contributions:

• Game Conceptualization and Development: Invented and designed the Mergen Forest Board Game, integrating thematic storytelling and interactive gameplay to inspire problem-solving and collaborative skills.

• Crowdfunding Success: Launched a successful Kickstarter campaign, securing necessary funding to transition from prototype to production, demonstrating entrepreneurial acumen and project feasibility.

• Design and Production: Oversaw the creation of intricate game components, including character cards, game boards, and 3D figures, ensuring high-quality production standards.

• Marketing and Sales Strategy: Managed marketing campaigns, established an online store on Etsy, and built a digital sales funnel that expanded the game’s reach and facilitated direct-to-consumer sales.

• Community Engagement: Maintained an active presence on social media platforms and YouTube, producing engaging content to promote the game, showcase gameplay, and interact with the player base, fostering a dedicated community.

• Content Creation: Developed supplementary materials, tutorials, and engaging posts that highlight game mechanics, strategies, and stories behind the characters and game world. Key Skills and Competencies:

• Entrepreneurial Leadership: Demonstrated ability to conceptualize, launch, and scale a creative project from idea to market.

• Game Design Expertise: Experienced in designing board games with compelling themes and interactive play.

• Project and Production Management: Led all phases of game development, including logistics, design, and manufacturing oversight.

• Marketing Proficiency: Developed and executed successful digital marketing strategies to build brand awareness and drive sales.

• Community Building: Fostered a strong community connection through interactive online content and proactive engagement.

• Content Development: Created instructional and promotional content that resonates with diverse audiences. Achievements:

• Successfully brought an original board game to market through crowdfunding and strategic marketing.

• Built an online presence and customer base, enhancing the game’s visibility and engagement within the tabletop gaming community.

Link: https://mergenforest.com/

Contact this candidate