Personal Information:
Address
“Mya”, Flat 46, Country View Court, Triq il-Quccata, Marsascala
Mobile No
-
Email address-
Skype
dnscassar
ID No
059483(M)
Passport No
695215
Date of Birth
09th January 1983
Nationality
Maltese
My Experience:
January 2016 – present
FREELANCE WRITER
www.denisecassar.com WORLDWIDE
My portofolio of services so far have been:
Promotion material for an iGaming affiliate business
All text required for a tourism business website
Interviews to promote small businesses
April 2014 –
December 2015
CUSTOMER SUPPORT & OFFICE MANAGER
Tivoli Casino Limited, Sliema, MALTA
After going on a travel sabbatical for 4 months I was contacted by Tivoli Casino to start up their Customer Support Department.
In the past 6 months I have built up this Department from scratch and have set up:
Procedures
Reports
Schedules
Training
I am now also being involved in Recruitment of new Customer Suupport Representatives.
This role has strengthened my skills and has showed that I can work on own initiative as the Department is entirely my responsibility due to fact that the upper Management of the company is based in Denmark.
August 2010 –
December 2013
CUSTOMER SERVICES TEAM LEADER
Betclic, Mangas Limited, Sliema, MALTA
In August 2010, I was promoted to this position through an internal vacancy, after successfully passing 2 interviews.
I was first assigned a group of 6 international agents but shortly after I was trusted with the team that needed most maintenance at the time - Italy. The team was facing internal conflicts and these needed to be stabilized before the imminent .it website launch under strict AAMS regulations. I am proud to say that the team’s balance was re-established and the agents went through the launch as one team aiming at the same goals. The team has since grown, almost doubling up from 8 agents in 2011 to 10 agents at present.
My duties:
Recruitment for various International Customer Services Positions (shortlist candidates, conduct first interviews, compile feedback and pass on to the Human Resources Department for 2nd interview and final sign off.)
Analyzing and reporting results both internally (agent performance in accordance to company expectations) & externally (customer satisfaction surveys) on a daily basis, then send out an official weekly report to higher management and other departments.
Quarterly and Annual Reviews of Agents. Compiling official document with individual and team KPIs but also reviews of non-numerical competencies such as team work and accountability. Once compiled, I have a one-to-one meeting with each agent, in which I put forward my review & the agent is given the chance to discuss his/her performance.
Micro-management of daily duties of my immediate team of 10 agents and helping out with other teams when the other Team Leader is not present. This includes scheduling of daily duties, delegating mini projects, monitoring workforce cover of incoming contacts, assist agents with more complicated cases and guide them to contact right persons within the company, etc.
This role has proved to be a very dynamic one. I’ve learnt that there is always room for improvement and in fact my duties, knowledge and skills have evolved to meet the teams' and company's needs, in my opinion in an exponential manner. In time, the Team Leader position helped me grow and develop these skills amongst others:
People management
Building a relationship of trust with my team has proved to be beneficial for all of us. I trust in their professional judgment in handling of issues when I am not in the office. On their side they trust in my providing of an objective overview in any scenario - customers’, company’s and also their interest.
Communication
Communication is key in a significantly sized company with various offices around Europe. Connecting people from different areas leads to creating or updating procedures which help improve the day to day running of the company as a whole, therefore enhancing customer experience.
Analytical skills
A company is surely not made of just numbers, but numbers are definitely a good indicator of how good the service provided is. I have learnt to look into reports daily with an analytical eye to spot factors that could have influenced team and/or individual performance. One needs to find the root cause to work towards solutions, improvements and therefore good results.
Jan 2009 –July 2010
CUSTOMER SERVICES AGENT
Expekt & Betclic, Mangas Limited, Sliema, MALTA
Apart from the general Customer Services basic duties, this position with Expekt in the Mangas Limited group of companies, involved a bigger Customer Services team and therefore I was introduced to Shift Leader role. This involved being in charge of Micro Management of the team for the shift which made me understand that I have interests and skills that would make me an interesting applicant for the Team Leader role when the internal vacancy came out.
May 2007 – Jan 2009
CUSTOMER SERVICES AGENT
Sunderlands Online, Gzira, MALTA
Since Sunderlands was quite a small company, it had given the great opportunity of being included in a variety of duties, during the 20 month experience. My basic role was that of Customer Care Agent, for the Italian and Spanish markets as well as the British and worldwide English speaking clients. The customer service role included taking bets over the phone and assisting clients via emails, chats and phone calls.
I have also dealt with Italian and Spanish agents on new projects, helping out with the setting up, as well as doing translations and liaising with the foreign sections via email, chat and phone. Also, I would often handle monetary transactions and verify clients’ documents for anti-fraud issues.
Oct 2006 – Apr 2007
ENGLISH – SPANISH TRANSLATOR &
CUSTOMER CARE HELP DESK ON ONLINE SPANISH SKILL GAMING PORTALS
GameServices Ltd., Sliema, MALTA
Testing skill games, to then translate instructions and rules for skill games on the startgames.co.uk Spanish portal.
In this experience I was also given an insight into Affiliating.
Summers 2004 - 2006
BAR TENDER & SUPERVISOR
Bar Okapi, Fornells, Menorca, SPAIN
After the 1st year as a bartender, I was promoted to supervisor of this small family-run business. My duties were to see that the 6 employees were covering all the duties necessary to offer the best service to our customers. Speaking fluently both the local’s language, Spanish, as well as English, many British families have their Summer home in Menorca, made it easier for me to also be responsible of Public Relations.
Winters-
ENGLISH TEACHER
Club Class Language School, MALTA
Teaching English to students of various nationalities and various levels.
1999 – 2003
ANIMATOR
Atlantica Hotel, Limassol, CYPRUS Hotel Rocca Nettuno, Calabria, ITALY
Topaz Hotel, MALTA
Grand Hotel Mercure Selmun Palace, MALTA
During these 5 years, I studied in Winter and was employed in Summer in various hotels around the Mediterranean. My duties included: Public Relations with guests of all ages and various nationalities, organization of daily sport tournaments throughout the day and entertainment in the evening.
Languages:
Spoken
Written
English
Fluent
High standards
Spanish
Fluent
High standards
Italian
Fluent
High standards
Qualifications:
Masters Entry Diploma in Management - Currently studying
DIPLOMA LEVEL
DELE Superior – Instituto Cervantes (Diploma in Spanish as a Foreign Language)
TOEFL
Teaching English as a Foreign Language (TEFL) International Licence
ADVANCED LEVEL:
University of Malta - Matriculation Certificate
Spanish
C
Sociology
B
London Chamber of Commerce and Industry
Typewriting
Distnction
INTERMEDIATE LEVEL:
University of Malta – Matriculation Certificate:
Italian
B
Sociology
B
Philosophy
D
Biology
D
ORDINARY LEVEL:
University of London Examinations
Spanish
B
University of Malta – Secondary Education Certificate: (1 max–7 min)
Spanish
2
Maltese
2
English
3
Physics
4
Mathematics
3
Social Studies
4
English Literature
5
Environmental Studies
5
Religion
5
Referral Letters:
Emile Chaleton, Head Trader, Sunderlands, Gzira, Malta
Linda Azzoppardi, Director of Studies, Club Class School o f English, Swieqi, Malta
Nicholas Coppini, Office Manager, GameServices Ltd., Sliema, Malta
Alex Micallef, Food & Beverage Manager, Topaz Hotel, Malta
Riccardo Romualdi, Animation Leader, Hotel Rocca Nettuno, Italy
