ERIC B. OLSON
Las Vegas,NV
Summary
Seasoned Manager in Player Experience at Betfred Sportsbook, I excel in sports betting & gaming, leading teams to enhance customer satisfaction and operational efficiency. Skilled in data analysis and training development, I've significantly improved engagement strategies and compliance, driving revenue growth and brand loyalty through innovative VIP programs and cross-functional collaboration.
Overview
8
8
years of professional experience
Work History
Manager, Player Experience
Betfred Sportsbook
Las Vegas, USA
06.2022 - Current
- Directed the Player Experience Department, leading a team of 14 agents, 2 specialists, and 1 assistant manager to deliver exceptional customer service and operational efficiency
- Designed and implemented training programs tailored to enhance team skills in customer satisfaction, payment processing, and regulatory compliance
- Developed and executed VIP engagement strategies, driving player acquisition, retention, and increased revenue across multiple markets
- Analyzed customer data to identify trends and opportunities, creating actionable insights that improved engagement strategies and strengthened brand loyalty
- Collaborated with cross-functional teams to assess training needs and align solutions with organizational objectives
- Oversaw operations during critical events and client launches, ensuring smooth execution and swift resolution of service-level challenges
Assistant Manager, Player Experience
Betfred Sportsbook
Las Vegas, USA
12.2021 - 05.2022
- Supervised day-to-day operations, supporting agents and specialists in meeting and exceeding performance targets
- Ensured compliance with regulatory standards and internal processes, maintaining operational integrity
- Partnered with senior leadership to implement process improvements and drive team success
Specialist, Player Experience
Betfred Sportsbook
Las Vegas, USA
06.2021 - 11.2021
- Provided elevated support to high-value clients, resolving escalated issues and delivering tailored customer service
- Assisted in developing training materials and onboarding programs for new hires
- Conducted performance analysis and shared recommendations to optimize team workflows
Agent, Player Experience
Betfred Sportsbook
Las Vegas, USA
07.2020 - 05.2021
- Delivered front-line customer support, addressing inquiries and resolving issues promptly and professionally
- Contributed to a positive customer experience by consistently meeting service-level agreements and quality standards
Head Waiter
On the Border
Las Vegas, USA
01.2017 - 12.2020
- Trained and mentored new hires to deliver exceptional customer service and achieve upselling targets
- Provided personalized customer experiences, fostering repeat business and loyalty
Education
Some College (No Degree) -
SLCC
Salt Lake City, UTSkills
- Sports Betting & Gaming Expertise
- Customer Experience & Leadership
- Training & Development
- Project Management
- Data Analysis
- Compliance & Regulatory Knowledge
Hobbies and Interests
Passionate about sports, sports betting, and leveraging innovative strategies to improve customer experiences and drive business success.
Timeline
Manager, Player Experience
Betfred Sportsbook
06.2022 - Current
Assistant Manager, Player Experience
Betfred Sportsbook
12.2021 - 05.2022
Specialist, Player Experience
Betfred Sportsbook
06.2021 - 11.2021
Agent, Player Experience
Betfred Sportsbook
07.2020 - 05.2021
Head Waiter
On the Border
01.2017 - 12.2020
Some College (No Degree) -
SLCC
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