linkedin: www.linkedin.com/pub/alan-fisher/51/391/78/
Windows Desktop Support
Highly developed Customer Service
skills
Excellent people skills
Mid-level team Management
Customer and solution focussed
ITIL and ISO9001 certified
MS Office – Expert User
Alan J Fisher
Mobile: - / -
Apple Mac Desktop Support
Bilingual (Spanish/English)
email:-
Analysis of performance and metrics
PC Maintenance
Call quality experience
High attention to detail
High level of technical knowledge
Experienced Public Speaker
Very Professional Manner
Hardware and security settings
Able to work independently
Advanced troubleshooting
Data Protection & Recovery
ISO 9001 Experienced
Professional Experience
Nov. 2024 –Present BetVictor Group
Gibraltar
Safer Gambling Officer
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Email, chat, and telephone contact with potentially at risk or vulnerable customers
Stay up to date and current with all Safer Gambling legislation and requirements
Assess customer activity for risk and intervene if necessary in a timely and effective manner
Strong interpersonal and negotiating skills needed as at risk players rarely admit to addictive traits
Able to handle difficult customers and potentially stressful situations
Ability to handle a high pressure, ever-changing environment
Feb. 2023 –Present Lottomart Games
Gibraltar
Player Experience Executive
● Direct contact with players and customers via phone, live chat, or email
● Provide customer service and technical support
● Conduct Safer and Responsible Gambling interactions with players
● Review player accounts and enact restrictions if required
● Review documents sent by players to confirm authenticity and action required
● Very often required to manage own workload and prioritise tasks due to contact volume
● Strong attention to detail, reading between the lines, and analytical skills
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Develop a flexible approach to player interactions; empathetically direct while acknowledging their
viewpoint.
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Manage a varying and often intense workload
Aug. 2022 – Jan 2023 Bally’s Interactive
Gibraltar
CDD Executive
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Interact with at risk customers in response to automated threshold and trigger notifications
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Conduct health checks, affordability, and gambling habit conversations by phone and live chat
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Review customer accounts in response to RG triggers to locate any behaviour of concern
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Limit or restrict customer accounts when severe concerns found or to prompt contact
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Follow best practice and Gambling Commission guidelines at all times
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Build strong relationships so that accurate information can be obtained
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Strong attention to detail, reading between the lines, and analytical skills
Nov 2019 – Jul 2022
Entain Plc.
Gibraltar
Feb 2021 – Jul 2022: Operational Excellence Analyst
● Analysis of customer contact data to identify any issues and spikes.
● Innovate ways to interpret data to locate causes of customer contact and reduce them.
● Liaise with Directors and Department Heads to find solutions to possible issues and areas where improvement
is needed.
● Work independently to find interpret data and build framework of causes as well as business case for
improvement.
● Report weekly to Director of Operational Excellence and rest of team.
Oct 2020 – Feb 2021: Service Recovery Associate
● Find issues which cause customers to repeat contact and improve the customer experience
● Look to compensate high value customers for what they perceive as a poor experience
Nov 2019 – Oct 2020: Customer Service Associate
● Handled Telebet, internet, and retail bet queries and issues.
● Speedy and accurate handling of bet requests
Apr 2018 – Nov 2019
Detectives & Security Intl. Ltd.
Gibraltar
Security Guard & Administrator
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Static and mobile security guard
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Control of entry and assistance of visitors to site as well as permanent employees
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Production and maintenance of spreadsheets and databases for accounting and invoicing purposes
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Use of MS Excel, Word, and Office Applications
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Liaison with clients, other departmental heads, and staff members
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Flexibility in hours of work and shift patterns as needed
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Ability to work effectively as part of a team
Apr 2017 –2018
Call Center Pros
Santo Domingo, DR
Technical Support (Brother)
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First line customer support and technical support for consumer printers
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Very high level of knowledge of colour laser, mono laser and inkjet printer engines
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Provide Windows and Mac OS support
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Provide Android and Apple iOS support
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Consistently receive above 90% quality scores as well as perfect Customer Satisfaction scores
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Balance first time fix, customer satisfaction and call handle time consistently
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Performance reporting assistance for management
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Flexibility and adaptability to customers from diverse cultural and ethnic backgrounds and technical ability
Feb 2016 – Apr 2017
Barrister Global Services
Santo Domingo, DR
Team Leader
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Technical support and helpdesk services for large corporate clients
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Managing a team of 5 agents, providing stats, reports and performance metrics as well as training
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Advanced tech support of routers, servers and network elements
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Managing escalations and escalated customers
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Tech support on windows 7, XP, 8 and 10 of desktop and portable devices
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Use of AD and server side user management
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Managing queues and SLA’s
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Training of new intakes and ongoing coaching
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Jun 2015 – Feb 2016
Newton Systems – Apple Authorised Reseller
Professional
Gibraltar
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Reseller of Apple exclusive products.
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Technical support of all Apple devices (reset, restore, reinstall, repair)
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Greet, assist and advise customers while maintaining an open and friendly demenour
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Possess detailed store, product and subject knowledge
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Full training for Apple TechID and Apple Product Professional certification completed.
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Excellent customer service, selling and merchandising skills
Aug 2014- Jan 2015
Home Depot
Atlanta USA
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Customer service Greeter.
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Greet, direct and assist customers entering store
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Possess detailed store, product and subject knowledge
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Have a warm and welcoming as well as fun demeanor
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Excellent customer service, selling and merchandising skills
July 2013- Apr 2014
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Stream International
Albuquerque USA
Apple Product
Customer Greeter
Tier 1 Technical Support
Technical support and customer service representative for major cell phone service provider.
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Diagnosis and resolution of customer issues
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Telephone and remote support of android, iOs and Windows OS devices
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Floor support, assistance and mentoring of other team members and agents
Apr 2013 – Aug 2013 Artcrete
Albuqeurque USA
Apprentice and Laborer
● Cleaning, repair and dressing/repair of concrete patio/deck surfaces
● Use of various hand and power tools and associated safety requirements
● Painting, sealing, caulking and application of color washes and dyes to achieve natural stone effect
● Meet customer deadlines and be flexible enough to adapt to changing customer needs
Aug 2012-Apr 2013 _ Lowe's Home Improvement
Albuquerque USA
Service Agent
Bilingual Customer
● Part of flagship Bilingual Team pilot inbound Customer Care Agent. First bilingual team in the organization
selected from the best associates with requisite language skills
● Inbound customer care; manage inquiries, complaints, compliments and sales.
● Acted as and was recognize for being a go to Product and Process Knowledge expert for fellow team members
and maintained the internal team forum for assistance and idea sharing.
Aug 2010-July 2012
Sitel
Albuquerque USA
Agent
Customer Service (level 1 & level 2)
Coach Trainee
● In class and hands over apprenticeship to learn effective supervisory skills
● Manage team daily, provide feedback and motivation on KPI's and day tp day items as well as meeting
management's daily goals and meeting shifting business needs.
Level 2 Agent
● Dealing with escalated customers and resolving, where possible, their issues
Feb 2010-Aug 2010
T-Mobile USA
Technical Support
Second line technical support (TSR2) of customer devices and network issues
Oct 2006 – June 2009 _Siemens Business Services, Cork, Ireland
Incident Coordinator
Manage and coordinate major IT incidents when they occur
2005 – Oct 2006
Apple Computer Ltd., Cork, Ireland
Customer service and desktop support via telephone and email (exclusively in Spanish)
Applecare Support Agent
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Blue Telecom (UK) Ltd., Nottingham, UK
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ComputerLand Plc, Nottingham, UK
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Logica CMG Plc, Nottingham, UK
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Unipart DCM Logistics Plc, Coventry, UK
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Freelance
Tutor
Assistant IT & Operations Support
Desktop Support Analyst (Contractor)
Technical Support Analyst
Operations & Logistics Coordinator
English and Spanish Language
Education/Training-
Coventry University, Coventry UK
Bsc. Eng. European Business & Technology (2:2)
←
Kaizen, JIT & ISO 9001
←
People Management and Management Theory
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European Business Law
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Economics and Statistics
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Basic IT (Office, Access etc-
Bayside Comprehensive School, Gibraltar
Secondary Education, 9 GCSE (grade c+) & 3 A-Level
Language Skills
Language
English
Spanish
Spoken
Native
Fluent
Written
Native
Fluent
Heard
Native
Fluent
