Anonymous professional profile · B51D8328
African iGaming VIP Account Management and Retention Professional
iGaming VIP account and customer service professional with experience managing high-value player relationships, loyalty programs, promotions and reactivation campaigns in African betting markets. Has monitored player behavior and wagering activity, reviewed engagement and deposit trends, managed VIP support cases and worked with marketing and operations colleagues to improve customer satisfaction. Has also led customer-support shifts, quality-checked chats and calls, scheduled team resources and reported on service KPIs. Earlier work includes gaming customer service, back-office issue resolution, consumer sales support, customer verification and sanctions-screening assistance. Interested in further CRM and retention opportunities and willing to relocate.
- Candidate reference
- B51D8328
- Candidate-provided location
- Lusaka, Zambia
- Languages
- English
City and country are candidate-provided and have not been independently verified.
Professional background
Professional experience
Overall employment totals and source-reported industry experience are separate claims. Read the profile summary for the supported distinction.
VIP Telemarketer
Contacted high-value gaming customers, encouraged reactivation, explained loyalty offers, promoted betting services and recorded engagement in CRM.
VIP Account Manager
Managed premium player relationships, targeted promotions, onboarding, behavioral review, VIP service enquiries and retention plans.
Customer Support Shift Lead
Supervised gaming support agents, scheduling, quality checks, calls, chats and daily service reporting.
Customer Service and Back-Office Operator
Resolved customer queries and escalations, maintained account records and delivered client support.
KYC Executive
Checked identity documents, verified record completeness, screened risks and supported compliance escalation.
Capabilities
- VIP player retention
- Key account management
- Player reactivation
- Sportsbook customer service
- Player engagement
- VIP telemarketing
- Promotional offers
- Loyalty programs
- Player activity analysis
- Deposit trend monitoring
- CRM data management
- Support shift supervision
- Call and chat quality assurance
- Agent scheduling
- Customer escalation
- KYC verification
- Sanctions screening
- Back-office support
- Customer complaint resolution
- Customer acquisition
- Product upselling
- Customer satisfaction reporting
- Responsible gambling awareness
- Performance KPIs
Tools and platforms
- CRM
- Customer support systems
Industry experience
- iGaming
- Sports betting
- VIP customer service
- Consumer sales
- KYC operations
Education and training
Bachelor of Business Administration listed, with additional customer service management, supply chain management and secondary-level certificates. Completion of the bachelor's program is not independently established by the CV.
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