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
7
7
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 Rica12.2014
Skills
Casino Backend Systems: Betsoft, Nucleus, Rival, SoftSwiss, PRNG, VIG, FreshDeck, BetGames
Timeline
Supervisor of Operations
New Market Global Communication S.A (Sportsbook)
05.2022 - 05.2024
VIP Agent
Center Source (Sportsbook)
01.2022 - 05.2022
Supervisor
Intercontinental Call Centre Services
01.2017 - 12.2021
High School Diploma -
Bethany Christian Academy
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