Summary

Overview

Work History

Education

Skills

Languages

Timeline

Joanne Birkett

Alicante

Summary

Goal-oriented manager with distinguished experience in the iGaming industry and proven leadership abilities. Expert in increasing productivity and customer journey satisfaction whilst driving revenue. Committed to streamlining procedures while optimizing employee talent.

Overview

years of professional experience

Work History

CRM Manager

Ellipse Entertainment

09.2023 - Current

Streamlined internal processes to enhance team efficiency.
Established strong relationships with upper management through regular communication and feedback sessions, promoting a customer-centric culture within the organization.
Reduced churn rate by introducing loyalty programs aimed at rewarding long-term customers.
Trained fellow CRM team members boosting productivity and lead conversion rates.
Increased customer satisfaction by implementing a personalized CRM strategy for better communication and engagement.
Identified opportunities for upselling and cross-selling by analyzing existing customer data, leading to increased average transaction value.
Organized promotional events and interacted with the community to increase player engagement.
Evaluated effectiveness of promotional campaigns using A/B testing methods, refining marketing messages for greater impact.
Managed cross-functional teams to successfully execute CRM initiatives, ensuring seamless collaboration between departments.

Bingo Manager

Ellipse Entertainment

02.2022 - 09.2023

Self-motivated, with a strong sense of personal responsibility.
Worked effectively in fast-paced environments.
Skilled at working independently and collaboratively in a team environment.
Proven ability to learn quickly and adapt to new situations.
Excellent communication skills, both verbal and written.
Work well in teams setting, providing support and guidance.
Passionate about learning and committed to continual improvement.
Manage time efficiently to complete all tasks within deadlines.
Learned and adapted quickly to new technology and software applications.

CM Manager

Ellipse Entertainment

05.2014 - 02.2022

Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
Acted as a key liaison between employees and management, facilitating open communication channels and addressing concerns in a timely manner.
Managed scheduling for all employees to ensure adequate coverage during peak periods without compromising labor cost objectives.
Performed regular reviews assessing each employee's performance and developed improvement plans.
Assisted in the recruitment process by conducting interviews and selecting top-performing candidates who aligned with the company''s values.
Evaluated employee performance through regular appraisals, providing constructive feedback and identifying opportunities for professional development.
Cross-trained existing employees to maximize team agility and performance.
Onboarded new employees with training and new hire documentation.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Established team priorities, maintained schedules and monitored performance.

CM Host

Ellipse Entertainment

11.2013 - 05.2014

Handled high-pressure situations with composure, effectively managing the chat room including unexpected events during busy shifts.
Answered customer questions promptly and effectively.
Credited player accounts with accuracy.
Great knowledge of bonus games played in the chat rooms.
Engage with players through chat creating a warm and welcome environment.

Chat Host

Virtue Fusion

06.2010 - 11.2013

Handled busy chat rooms with composure, effectively managing a high number of players during busy shifts.
Credit players accounts with bonuses required.
Engage and create chat with players to form a fun and exciting chat room.
Submit accurate shift reports using excel.

Accounting Centre Manager

Marks & Spencer

05.2000 - 03.2005

Managed and motivated employees across 8 different stores within the region to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Designed and planned the use of cash and stock accounting systems to ensure the delivery of balanced, accurate and timely information.
Monitored and took action to maintain the 'flow' of information and ensure accuracy and security.
Lead, engage and develop a team of positive and motivated advisors.
Act as a specialist expert in-store financial accounting when advisors are unable to solve problems.
Work with Store Management teams to help and support them with the interpretation of the financial information produced by the Accounting Centre.
Deliver service in line with the Store Service Level Agreements standards.

Deputy Finance Supervisor

Marks & Spencer

04.1997 - 05.2000

Improved financial reporting accuracy by streamlining processes and implementing automated systems.
Regularly updated senior management on company''s financial health through routine presentations at senior staff meetings.
Ensured compliance to financial regulations by conducting regular audits and liaising with external auditors as required.
Mentored team members, fostering professional growth and developing future leaders within the organization.
Produce timely analysis of profit, cost and key performance indicator information.
Effectively manage store system teams to ensure smooth store operation.
Ensure successful and cost effective implementation of new systems and equipment into the store/region.

Administrator Assistant

Marks & Spencer

04.1994 - 04.1997

Streamlined office operations by implementing efficient filing and organizational systems.
Improved team collaboration by managing schedules and coordinating meetings for staff members.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Maintained a professional office environment, ensuring cleanliness and proper organization of supplies.
Ensure that cash and stock information is balanced so that the business has accurate information for the production of financial accounts.

Sales Advisor

Marks & Spencer

08.1993 - 04.1994

Increased sales by establishing rapport with customers and identifying their needs.
Developed long-lasting client relationships by providing exceptional customer service.
Exceeded sales targets consistently through effective product demonstrations and persuasive communication skills.
Managed key accounts, resulting in increased repeat business and higher revenue growth.
Maintain the required stock levels.
Deliver exceptional customer service.

Education

BTEC National Diploma - Business And Finance

Knowsley Community College

Liverpool, United Kingdom

07.1994

High School Diploma -

Bowring Comprehensive School

Liverpool, United Kingdom

07.1992

Skills

Strong communication skills
Driven by results and objectives, enthusiastic about learning and growth
CRM Integration
Good knowledge of HTML
Campaign Management
Time Management

Decision-Making
Staff Training and Development
Data Analytics
Account Management
Motivated team player with ability to take initiative and work independently

Languages

Spanish

Knowsley Community College

High School Diploma -

Bowring Comprehensive School

Joanne Birkett

Summary

Overview

Work History

CRM Manager

Bingo Manager

CM Manager

CM Host

Chat Host

Accounting Centre Manager

Deputy Finance Supervisor

Administrator Assistant

Sales Advisor

Education

BTEC National Diploma - Business And Finance

High School Diploma -

Skills

Languages

Timeline

CRM Manager

Bingo Manager

CM Manager

CM Host

Chat Host

Accounting Centre Manager

Deputy Finance Supervisor

Administrator Assistant

Sales Advisor

BTEC National Diploma - Business And Finance

High School Diploma -

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