Anibal Cortez

Casino Manager

Panama,Panama

Summary

Casino Operations & Customer Service Leader with 7+ years of experience in casino backend operations, VIP client management, and team leadership. Proven ability to increase customer retention by 20%, improve operational efficiency by 25%, and streamline casino backend systems. Passionate about coaching teams, enhancing high-roller experiences, and optimizing customer satisfaction.

Overview

years of professional experience

Work History

Supervisor of Operations

New Market Global Communication S.A (Sportsbook)

05.2022 - 05.2024

Supervised multiple shifts, coaching shift supervisors to improve team performance.
Established SOPs for casino operations, reducing issue resolution time by 70%.
Managed an outbound team handling 50+ high rollers, increasing customer lifetime value (CLV) by 25%.
Oversaw casino backend operations, ensuring seamless integration and troubleshooting across 10+ platformsn (Betsoft, Nucleus, Rival, SoftSwiss, PRNG, VIG, FreshDeck, BetGames, and more).
Established clear expectations for team members, fostering a positive work environment through open communication and accountability.

VIP Agent

Center Source (Sportsbook)

01.2022 - 05.2022

Managed a portfolio of 100+ high-value clients, increasing VIP engagement by 30% and retention by 20%.
Led targeted outbound campaigns, achieving a 40% response rate and a 15% increase in deposits from VIP players.

Supervisor

Intercontinental Call Centre Services

01.2017 - 12.2021

Supervised a team of 15+ agents, ensuring 98% compliance with procedures and increasing efficiency by 20%.
Provided multi-channel customer support, handling an average of 500+ inquiries daily and maintaining a 95% customer satisfaction score.
Processed and maintained accurate records for 1,000+ customer interactions monthly, ensuring 100% data integrity.
Trained and onboarded 30+ new hires, reducing onboarding time by 25% and improving agent retention by 15%.

Education

High School Diploma -

Bethany Christian Academy

Costa Rica

12.2014

Skills

Casino Backend Systems: Betsoft, Nucleus, Rival, SoftSwiss, PRNG, VIG, FreshDeck, BetGames

VIP Client Management: High-Roller Engagement, Retention Strategies, Customer Satisfaction Optimization

Operations & Leadership: Team Supervision, Coaching, SOP Development, Process Improvement

Customer Support & Sales: CRM Systems, Multi-Channel Support, Data Entry, Outbound Campaigns

Technology & Tools: Microsoft Office, CRM Systems, Data Analysis

Timeline