Viktor Rome
Operations Supervisor & Shiftlead
Bitola
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach.
Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Fluent in Payments, KYC, Customer Support, Customer Satisfaction, iGaming, Risk Assessment & AML.
Excellent written and spoken communication skills with remarkable English speaking knowledge.
Reliable, accountable, honest and always open to receive constructive criticism.
Proven track record of maintaining efficient office operations.
Expertise in scheduling and coordinating meetings, managing/training/leading multiple people.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance.
Proactive and hardworking individual focused on continuous operational improvement. Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
9
9
Certifications
Work History
Operations Supervisor & Shiftlead
Rhino Entertainment Group Ltd
03.2022 - Current
- Resolving issues through active listening and open-ended questioning, escalating major problems to manager.
- Improving operational efficiency by streamlining processes and implementing time-saving strategies.
- Building highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitoring front areas so that questions could be promptly addressed.
- Implementing project management techniques to overcome obstacles and increase team productivity.
- Maintaining open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Contributing to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Conducing operations training for KYC, Payments, Reconciliations & Customer Support
- Enhancing operations performance and reducing "on hands" labor by implementing automations.
- Implementing quality control/quality assurance to reduce errors, resulting in increased customer satisfaction rates.
- Improving the team productivity by providing ongoing training, coaching and mentoring to staff members.
- Hiring, managing & developing staff, establishing and monitoring goals and conducting performance reviews.
2ndline Supervisor
Rhino Entertainment Group Ltd.
03.2022 - Current
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Provided training for the whole team (14 people) on everything (Payments) related, ex. escalating missing deposits / escalating missing withdrawals / checking transactions in bank statements / identifying fraud / identifying AML / doing reconciliations etc.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Devised and implemented processes and procedures to streamline payments operations (2ndline).
- Evaluated employee performance and coached and trained to improve weak areas.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Customer Support Agent
Rhino Entertainment Group Ltd
03.2022 - Current
- Collaborated with team members to identify common issues and provide consistent solutions, reducing repeat concerns.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
- Assisted customers through multiple channels including email & live chat.
- Met or exceeded performance metrics consistently by handling a high volume of emails & chat without sacrificing quality service delivery.
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
Insurance Specialist
Taskforce BPO
01.2019 - 04.2022
- Ensured regulatory compliance through diligent monitoring of company practices and adherence to guidelines.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Negotiated contracts and terms of sale with potential customers.
- Proactively addressed potential risks by conducting thorough reviews of clients'' policies for coverage gaps.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Trained new hires on company policies and procedures, ensuring a seamless transition into the Insurance Specialist role.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Maintained high standards of customer service by building relationships with clients.
Education
Specialist in Psychology - Psychology
International Slavic University
North Macedonia 01.2019 - 03.2021
Skills
Teamwork and Collaboration
Attention to Detail
Staff Development and Training
Adaptability and Flexibility
Professional Demeanor
Excellent Communication
Task Delegation
Operations Management
Multitasking and Organization
Performance monitoring
Coaching and Mentoring
Active Listening
Written Communication
Team Leadership
Analytical Thinking
Team Training
Accomplishments
I have successfully obtained a Certificates of Achievement from the iGaming Academy for:
"Ontario Anti-Money Laundering and Anti-Terrorist Financing 2024"
"Ontario Responsible Gaming 2024"
"Slot Games 2023"
"Payment Card Industry Data Security Standard 2023"
"Anti-Fraud and Payments Handling 2023"
"Customer Service"
"Get to Know More About iGaming 2023"
"Ontario Responsible Gaming 2023"
"Ontario Anti-Money Laundering and Anti-Terrorist Financing 2023"
Certification
Certificate of Achievement: Attained competency in Ontario Responsible Gaming 2023
Timeline
Certificate of Achievement: Attaint competency in Ontario Anti-Money Laundering and Anti-Terrorist Financing 2024
03-2024
Certificate of Achievement: Attained competency in Ontario Responsible Gaming 2024
02-2024
Certificate of Achievement: Attained competency in Slot Games 2023
12-2023
Certificate of Achievement: Attained competency in Payment Card Industry Data Security Standard 2023
11-2023
Certificate of Achievement: Attained competency in Anti-Fraud Payments Handling 2023
09-2023
Certificate of Achievement: Attained competency in Customer Service
08-2023
Certificate of Achievement: Attained competency in Get to Know More About iGaming 2023
07-2023
Certificate of Achievement: Attained competency in Ontario Anti-Money Laundering and Anti-Terrorist Financing 2023
06-2023
Certificate of Achievement: Attained competency in Ontario Responsible Gaming 2023
05-2023
Operations Supervisor & Shiftlead
Rhino Entertainment Group Ltd
03.2022 - Current
2ndline Supervisor
Rhino Entertainment Group Ltd.
03.2022 - Current
Customer Support Agent
Rhino Entertainment Group Ltd
03.2022 - Current
Insurance Specialist
Taskforce BPO
01.2019 - 04.2022
Specialist in Psychology - Psychology
International Slavic University
01.2019 - 03.2021
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