Vincent Villafane
Casino Manager
Utrecht
Summary
Experienced Team Manager with a demonstrated history of working in the online industry as B2B & B2C. Skilled in Microsoft Office, Customer Relationship Management, Account Management, strong Sales & CS professional. Pay attention to detail and committed to high quality performance.
Overview
10
10
years of professional experience
Work History
Casino Manager
JVH Gaming & Entertainment Group
2023.12 - Current
- As a Casino Manager you are fully responsible for the day-to-day operations, the atmosphere, optimal conditions in the gaming hall
- Interviewed, hired and trained new gambling floor workers.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Monitored expenses, budgets and accounts.
VIP Manager
Duxgroup
2023.02 - 2023.12
- Main point of contact for VIP players (English & Dutch ); Retention and reactivation of VIP player accounts in different projects.
- Monitor player performance and ensure that bonuses are offered in line with business & regulatory requirements;
- Plan and implement customer journeys across Casino specific products for all loyalty players across multiple brands and countries
- Support VIP players across multiple brands via chat, phone and email and provide professional support
- Monthly DEP of 1,5M and 900.000NGR
- Casino products, iGaming ecosystem, AML, RG, legislation, and regulations; CRM Salesforce, Optimove and Tableau
Retention & RG Analyst
Liverscore
2022.01 - 2023.01
- Effective navigation and management of our back-office tools and alerts to complete a variety of safer Responsible Gambling and AML reviews in an effective way to provide a smooth customer journey
- Perform direct and discreet background enquirer information on potential VIP and existing VIP members through a variety of research and investigation techniques
- Keeping accurate records of segmentation, player journey and customer development and identify gaps
- Identify gaps and predict player performance to meet monthly targets
- Work with the product & marketing team to ensure we remain competitive within the market
- Maintain a level of commercial awareness whilst ensuring the company meets all RG standards
Account Manager
GameArt
2021.06 - 2021.11
- Be the main point of contact for your clients and their voice within GameArt
- Contact clients on a regular basis via all channels of communication and face to face
- Will be an expert in our product site and work with your customers to maximize the value of it
- Help them understand how it can grow their business
- Use data and reports to analyse client activity
- Acquire knowledge of customers and build profiles including target markets and trends
- Be able to seek out opportunities to up sell and cross sell to increase revenue for both parties
- Will attend events (Sigma, ICE) and represent GameArt using the opportunity to connect further with your clients and exhibit our new products
- Travel to the clients and events
- Keep account management records updated regularly and well organised on tools such as Jira, Tableau and excel
Sales Team Leader
Nautal
2019.03 - 2021.10
- Management of both online and offline customer requests
- Manager of the .COM and .NL markets (12- Account Managers)
- Manage inbound leads from first contact to deal close
- Prospect new clients and explore new business opportunities
- Work closely with marketing on new inbound and outbound initiative for attracting more leads
- Negotiate the variation of prices with our collaborators worldwide
- Ensuring SLAs are met and drive continuous performance improvement
- Providing leadership and direction to the Account Managers team to ensure it meets established goals, measures and targets as well as satisfies the customer's needs
- 1-2-1 with the Account Managers / Sales/ Business development training
- Team player with customer-oriented mind-set, and experience with customer database
- Attention to detail, initiative and high standard of work
VIP Manager
Condor Gaming
2018.11 - 2019.01
- Building and creating the VIP Team
- Checking daily deposits/withdrawals
- Creating campaigns with opt INS, and working closely with CRM and marketing department for promotions
- Managing the data base of VIP players, building long term relationships with high-end customers and VIP casino users true email, WhatsApp or phone, with the aim of extracting maximum value within their respective segments
- Push active, retention, churn VIP players
- Tableau/Salesforce/Excel software, Fraud, RG, and AML
Senior VIP Account Manager
Napoleon Games
2018.03 - 2018.09
- Setting up a whole new VIP team from scratch
- Sales training to new agents
- Sales & Marketing, creating VIP campaigns/ opt ins / leaderboards
- Building and managing strong long term relationships with high-end customers and VIP casino users, with the aim of extracting maximum value within their respective segments
- Monitor and analyse the VIP database daily and take appropriate actions to ensure maximum value through their life cycle
- Constantly reactivate players with calls, emails, SMS and chat
- Up-sell potential VIP players by keeping track of their behaviour and ensure they receive targeted offers
- Communicate with other teams to ensure optimisation of player management
- Create and oversee marketing and player management strategies for VIPs
- Collect data from the VIP players and escalate it to responsible team
- Answer VIP queries in a timely manner and solve eventual problems for the VIPs
- Work closely with the Product Campaign Managers and the CRM team to ensure proper segmentation of promotional and bonus offers
- Build exceptional relationships with high value clients to provide a personalised service and gaming experiences tailored to them, across all products
- Monitor individual customer performance and ensure that bonuses, gifts and hospitality invitations are offered in accordance with business requirements
- Daily contact Big winners and Losers players
- Monitor the NGR / RM Turnover / RM Netwin / RTP / Bonus cost
- Salesforce, CRM, Tableau, Excel, Jira
VIP Account Manager
Entain
2016.08 - 2018.03
- Building and managing strong long term relationships with high-end customers and VIP casino users, with the aim of extracting maximum value within their respective segments
- Managing a portfolio of 130+ VIP members, through Email, phone and WhatsApp, generating high end revenue creating trust and generating revenue
- Monitoring the high end VIP and PVIP players on daily basis
- Maintenance, development and increasing Retention/Churn (reactivation) activity rates of high-end customers and VIPs through targeted personal and focused communication
- Arranging and hosting VIP Events, with exceptional eye to all details, from the logistics to the accommodation, food, making sure to create an unforgettable experience to all VIPs attending
- 24/7 contact for VIP players
- Meeting the VIP players from all over the world face-to-face at VIP Events
- Daily contact Big winners and Losers players
- Monitor the NGR / Bet amount / Deposits / Bonus (Bonus to Deposit ratio)
- Salesforce / CRM / Tableau software / Excel / knowledge of Fraud/AML
Dutch CSR
BetHard Group Ltd.
2016.04 - 2016.08
- Helping customers with missing deposits and withdraws, questions about download software, winnings and result queries, wrong result, voided bets/Live betting Handling Sports bonus/Casino bonus
- Control of documents ID, BS, POA, CC, Fraud and responsible gaming SE/Minor
- Questions about Sportsbook, Live betting's, Poker, Casino and Slots
- Resolve of inquiries through e-mail and live chat
- Supporting Nordics emails KYC with own created templates
- Looking for potential VIP players (created for support Excel sheet)
- Statistical Analysis DEP/WD
- Working with monthly targets and quality and meeting KPI targets (surveys)
Sales agent B2B
Office Depot Nederland
2014.09 - 2016.02
- Handling inbound call for Office Depot, doing up sales/cross sales and daily promotions
- Technical, complex consultative selling role responsible for revenue growth and customer retention as part of a business-to-business sales, responsible for managing customer relationships by making outbound value-added contact within the context of an established contact plan to their assigned account base, via telephone; as well as accepting inbound calls
- While all inbound and outbound contacts will be strategically focused on revenue growth and customer retention, specific outbound call initiatives/campaigns, lead generation and introduction of new product/services
- Salesforce, CRM, Oracle
- Strategic promotional planning
- Statistical Analysis
- Working with monthly targets: Up/Cross, Average handling time of 4min
- Quality 85% and meeting KPI and SLA targets (surveys)
- Citrix / Salesforce
VIP Account Manager
NeoGames
2014.02 - 2014.09
- Sales & Marketing
- Multilingual
- Account Retention
- VIP player management
- Strategic promotional planning
- Statistical Analysis
- Retention and conversion of existing players and the reactivation of lapsed players
- Segmenting database in order to be best maximise player retention strategies
- Cross Marketing Support and assistance to other departments
- Meeting internal quality requirements
- Checking net gaming %, bonus %, deposits, cash out of players
- KPI targets: active players, ADPU, daily deposits (14.000EUR)
Education
High School Diploma -
City College
Rotterdam, Netherlands06.1992
Skills
- Employee Relations
- Inventory Control
- Sales
- Excellent team leadership abilities
- Negotiation tactics
- Commercial relationship management
Languages
Dutch
Proficient
C2
English
Advanced
C1
Spanish
Advanced
C1
Gym & Travel
I love to travel and taste new cultures!
Timeline
Casino Manager
JVH Gaming & Entertainment Group
2023.12 - Current
VIP Manager
Duxgroup
2023.02 - 2023.12
Retention & RG Analyst
Liverscore
2022.01 - 2023.01
Account Manager
GameArt
2021.06 - 2021.11
Sales Team Leader
Nautal
2019.03 - 2021.10
VIP Manager
Condor Gaming
2018.11 - 2019.01
Senior VIP Account Manager
Napoleon Games
2018.03 - 2018.09
VIP Account Manager
Entain
2016.08 - 2018.03
Dutch CSR
BetHard Group Ltd.
2016.04 - 2016.08
Sales agent B2B
Office Depot Nederland
2014.09 - 2016.02
VIP Account Manager
NeoGames
2014.02 - 2014.09
High School Diploma -
City College
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