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3 years of experience

Skills

Retention campaigns CRM (B2B) Churn reduction Reactivation & win‑back Customer data collection & reporting Multichannel support (phone, SMS, email) Deposit & withdrawal troubleshooting Complaint & escalation handling Microsoft Office (Word, Excel, PowerPoint) Digital marketing Community management Outbound call handling KPI‑driven performance Remote teamwork

Experience

Customer Retention & Customer Support Specialist

Win‑Win Media Agency

2023-03 -

Managed outbound retention campaigns for three online gaming operators (Melbet, 1Xbet, AfroPari), including welcome‑bonus activation, player reactivation and win‑back. Handled 200+ daily outbound calls with an 80%+ contact success rate and a 90%+ issue resolution rate for deposits, withdrawals and account problems. Collected and analysed player data to produce reports that guided operators' communication and marketing strategies. Provided multichannel support (calls, SMS, email) and documented all interactions in a B2B CRM, working autonomously in a fully remote, KPI‑driven environment.

Outbound Call Center Agent (telecom campaigns)

VIP Call Center

2021-01 - 2022-03

Conducted outbound prospecting for Orange France in France and Belgium, promoting mobile minutes, data plans, TV subscriptions and handset offers. Completed intensive on‑site training focused on customer communication, active listening and pressure handling. Earned Customer Retention (2021) and Customer Support (2022) certifications while delivering high‑volume calls and maintaining professional conduct.

Languages

Francais

fluent

English

fluent

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Last updated: 5 hours ago