Anonymous professional profile · C93C17E5
Multilingual iGaming VIP Account Management, Retention and Casino Operations Professional
iGaming and hospitality professional with source-reported four years of gaming-sector experience across VIP account management, player support and live casino operations. Currently manages high-value player relationships across multilingual markets, analyzing customer lifecycle activity, revenue, deposits, withdrawals, risk signals, loyalty incentives, retention and reactivation. Experienced with customer verification, responsible gaming, payment escalations and coordination with risk, fraud, product and payment teams. Earlier player-support work covered chat, email, ticketing, difficult complaints and technical account troubleshooting, while senior live studio duties involved real-time procedural quality, incident escalation, dealer feedback and training support. Prior hospitality roles developed service management, staff scheduling, inventory control and operational supervision. Brings experience using CRM and casino back-office analytics, support systems and commercial KPIs without assuming the applied-for remote VIP manager title proves any additional history.
- Candidate reference
- C93C17E5
- Candidate-provided location
- Roma, Italy
- Languages
- Italian, German, English, Spanish
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 Account Manager — iGaming
Managed high-value player portfolios, lifecycle, profitability and retention through CRM analytics; handled premium requests, customer risk and verification, promotions, payment escalations and cross-functional service improvement.
Multilingual Player Customer Service Agent
Handled live chat, email and ticketed player queries, account checks, transaction questions, technical troubleshooting, service-level performance and complex complaint resolution.
Senior Live Casino Game Presenter
Supported regulated live casino game delivery, real-time dealer performance quality, studio operations, new-staff coaching, incident reporting and operational documentation.
Hospitality Department Manager
Managed staff scheduling, inventory and purchasing, daily service operations, quality controls and team training in hospitality.
Hospitality Service Professional
Delivered customer service in busy food and beverage operations, including merchandise and hygiene standards, equipment handling and inventory support.
Scope: VIP Account Manager and former senior game presentation and hospitality department management roles
Capabilities
- VIP player portfolio management
- High-value customer retention
- Lifecycle and churn analysis
- Player LTV and customer value monitoring
- NGR, GGR, ARPU and performance tracking
- Bonus and loyalty offer management
- Player deposit and withdrawal coordination
- Customer account verification
- AML, KYC and source-of-funds awareness
- Responsible gaming monitoring
- Multichannel customer support
- Complaint de-escalation and issue resolution
- Compliance-oriented casino operations
- Live casino studio quality assurance
- Operational incident escalation
- Dealer coaching and onboarding support
- Team supervision and training
- Hospitality service operations
- Staff scheduling and inventory coordination
- Cross-functional risk and payment collaboration
Tools and platforms
- Casino CRM and player back-office platforms
- Soft2Bet Back Office
- Prisma
- Jira
- Zendesk
- Slack
- Monday.com
- Kommo CRM
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Canva
- Internal knowledge-base and ticketing systems
Industry experience
- iGaming and online casinos
- Live casino gaming operations
- VIP and customer account management
- Customer support and retention
- Hospitality and food service
Education and training
Hospitality Management diploma. Completed professional live-casino academy training certificate.
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