Kenneth Arriaza

§ Managed a portfolio of 300+ high-value accounts, generating over $7.2M in revenue through personalized lifecycle engagement via phone and email.

§ Led over 100 targeted campaigns focused on improving the user experience and increasing retention, collaborating cross-functionally with Product, Marketing, CRM, and Risk teams.

§ Analyzed client behavior and engagement patterns to build and optimize campaigns, resulting in sustained increases in site interaction and incremental revenue.

§ Identified and nurtured emerging VIPs by leveraging product and market knowledge to introduce new games and platform features.

§ Acted as the primary point of contact for high-value clients, providing ongoing support, education, and feedback loops that elevated customer satisfaction.

§ Led the implementation of a customer feedback and resolution system, achieving a 90% issue resolution rate within 24 hours, significantly improving platform satisfaction and supporting long-term client retention.

§ Directed customer engagement initiatives that drove satisfaction and loyalty scores above 85%, using data and insights to develop scalable strategies.

§ Developed targeted engagement strategies to foster stronger relationships with key clients, resulting in measurable improvements in loyalty.

§ Provided innovative solutions to complex service challenges, ensuring a seamless and supportive user journey and establishing a foundation of trust critical to long-tail account success.

§ Collaborated cross-functionally with internal stakeholders to escalate, resolve, and learn from feedback loops.