Danielle Kelly

• Resolved customer inquiries through multiple channels, enhancing user satisfaction and engagement.
• Collaborated with cross-functional teams to identify and address operational challenges, improving service efficiency.
• Handle complex customer inquiries related to Predictions, including trade settlements, promotions, withdrawals, and account eligibility
• Provide clear, accurate explanations of trading mechanics, market outcomes, and CME-based settlements to customers
• Collaborate with internal teams (Trading, Payments, VIP, and Risk) to resolve complex or time-sensitive cases
• Continuously build expertise in trading concepts, including CME contracts and market behavior, to better support customers
• Maintain high-quality customer interactions by balancing efficiency, accuracy, and a customer-first approach
• Identify trends in customer issues and provide feedback to improve internal processes, tools, and knowledge base content

• Collaborated with cross functional teams to relay customer feedback and insights, driving improvements to products and company.
• Explained key information regarding products and services to customers to encourage informed decision-making
• Met and exceeded KPIs by delivering exceptional customer support via chat, email and phone channels resolving technical issues and addressing customer inquiries.
• Conducted troubleshooting and diagnostic testing to identify root causes of technical problems, implementing timely solutions to minimize downtime and maintain operational efficiency.
• A managed customer complaints and escalations, utilizing strong communication and problem solving skills to address concerns effectively.
• Utilized SQL to extract and manipulate data from various sources ensuring data integrity and accuracy.
• Provided in-depth knowledge on online gaming, sports betting and casino games to offering assistance and resolving inquiries through email and chat.
• Participated in team meetings to discuss new ideas or strategies for resolving customer queries quickly.

• Supported promotional campaigns for sport events, ensuring seamless execution across multiple channels (email,push. in-app).
• Trained an guided new team members on QA best practices and CRM testing procedures.
• Monitored campaign performance metrics post launch to detect anomalies or failure in automated workflows.
• Identified, documented and tracked CRM system bugs and workflow issues, collaborating with marketing and operation teams for timely resolution.
• Executed end to end testing of live and upcoming CRM campaigns across Braze,Sidekick and Oasis ensuring accurate delivery and customer segmentation.
• Contributed to process improvements by recommending workflow enhancements and QA automation strategies.
• Sharing trend feedback with marketing to prevent repeat errors.

• Updated new employee packages, training materials, benefits and announcements
• Assisted in termination procedures
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints
• Submitted employee time sheets for payroll processing
• Maintained attendance records, taking note of staff vacation time, sick days and personal days
• Established schedules and assigned tasks to maintain smooth and efficient operations.
• Evaluated resumes of potential candidates for open positions within the organization.
• Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues.
• Assisted with recruitment processes by conducting initial interviews, scheduling appointments and creating job postings.

• Built and maintained long-term relationships with both tourists and locals.
• Oversaw the smooth and consistent supervision of Race and Sports Book Operations.
• Ensured adherence to gaming regulations and compliance with Title 31 standards.
• Fostered teamwork and delivered excellent guest service, anticipating and exceeding guest expectations
• Ensured compliance with approved policies and procedures, directing personnel in alignment with organizational policies and objectives.
• Resolved customer complaints in a timely manner while ensuring satisfaction levels were met.
• Analyzed customer feedback to identify areas of improvement in service delivery.
• Assisted inexperienced guests in learning game rules and procedures to enable enjoyable playing experiences.