Vilkia Mora

VILKIA MORA Moravia, Colegios Norte San José, Costa Rica-(- Job Skills: - - Hard Worker. Proactive on behalf of business, self-starter in addressing business issues Fast Learner. Analytical. Multitasker. Ability to manage employees. Software knowledge:, Word, Excel (high proficiency), Powerpoint, Neteller, Emailbrain, Mypaylinq Cashier, Doughflow, Zendesk, Base CRM, Odoo System, Moodle (LMS), Boku, Bria, When I Work, Jira, Share Point, Google Docs, Slack, Hip Chat, Spark, Front, Jobber, DGS among others. Excellent Communication Skills, in Spanish and English. Good knowledge of Portuguese. Career Objective: Seeking a position in a recognized organization where I can use my experience and knowledge on behalf of the business. Broomly – Work from Home, San José, CR - - Customer Service – Back Office - Dispatch Responsibilities: Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Multilingual user support. Fast and courteous support to the end-users via phone calls and a ticket system. Data entry, monitoring and updating the data base entries in customized CRM systems. Handling scheduling for clients and cleaners Applying procedures and quality charter for communication with end users and clients. Collections and Retention Breakout Gaming – Work from Home, San José, CR - July 2016 – October 2016 - April 2018 Poker Manager and Other tasks Responsibilities: Create poker tournaments and tables. Scheduling of tournaments Create lists of tournaments results to be uploaded on the website - Create files of winners Collusion and fraud reports Multilingual user support. Recruitment of a Team of translators for our webpages. In charge of Breakout Gives – a charitable giving organization that is associated with the Breakout Gaming Group. In charge of a translation crew to make sure that all necessary documents, emails, mailers, websites, etc; are translated to different languages. Managing Social Media for Breakout Gives, Breakout Gaming, Breakout GameStore. Alchemic Dream, San José, CR - - July 2015 – February 2018 English and Spanish Customer support Responsibilities: Attracts potential customers by answering product and service questions suggesting information about other products and services. Opens customer accounts by recording account information. Maintains customer records by updating account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Multilingual user support for a major player in the bill-to-mobile industry. Fast and courteous technical support to the end-users via phone calls and a ticket system. Data entry, monitoring and updating the data base entries in customized CRM systems. Submitting daily reports for the attention of the leading project manager. Applying procedures and quality charter for communication with end users and clients. Service Response Partners LL, San José, CR February 2013 – March 2016. Trust and Safety Community Manager Lead – Skout February 2013 – December 2015 Responsibilities: - Review a high volume of user-generated complaint reports each day. - Review and take action regarding inappropriate user activity - Review content uploaded by members of objectionable material (photos, profiles, chat) - Collaborate with the product development team to ensure the community platform is kept up-to-date and functional. - Identify support issues (technical or procedural) and communicate such issues to managers and engineers. - Regular interaction with Community Management Team and Director of Customer Support to ensure policies and procedures are properly implemented. - Deliver excellent customer support quickly and efficiently - Email Support - Quality Assurance on reports generated by Community Managers. - Feedback and constant training provided to the Community Managers. - In charge of training new Community Managers as well as new leads. Academic Facilitator, San José, CR November 2012 – April 2015 Client Relations Manager Responsibilities: - Regular interaction with the Client Relations Specialists and Director in order to make sure the work load is being handled properly. - Providing training and group, or one on one feedback to the team. - Make phone calls all over the world to bring clients to the company. The use of English, Spanish and Portuguese has been helpful for the company. - Sending emails and doing follow up with the clients. - Use of CRM in order to keep information up to date. - Help building training manuals as well as templates in English and Spanish. - Basically this is a sales job. - While working for Academic Facilitator I was also collaborating on another account in which I had to directly work with Moodle. This was a Learning Management System and the main job was to build courses and exams for different universities in Zambia. Poker Pros Poker Network, Heredia, CR - October 2011 – October 2012 Poker Room Manager Responsibilities: Responsible for Creation of tournaments, sit and go’s and cash tables. (Holdem, Omaha and Omaha H/L mainly) Helped Marketing Department with the creation of campaigns. Checking content and compatibility with software. Worked with the graphic’s department in order to create banners for campaigns. Manuals creation for future trainees. Created schedules and controlled personnel and assistance for Live Dealer project. Helped developer of the software by submitting documents with changes necessary for the software as well as tools needed in order for the support department to be able to check customer’s accounts. NexGenLeads, Pavas, CR - October 2010 – August 2011 Sales Manager Responsibilities: Responsible for a work force of 35 plus employees. Created schedules and worked directly with the Human Resource Department. Creation of Job Descriptions. Sales reports given on a daily, weekly and monthly basis differentiating each report within all of our customers to the owners. Recruitment of personnel. Provided feedback to each of the employees in order for them to be more efficient. Created an Incentives Program for the employees. Managed the dialer in order to make the sales representatives more productive during the non-peak hours. True Poker Network, San Jose, CR March 2005- September 2010 Poker Operations Director, August 2009 - September 2010 Customer Service Manager, September, 2008 – August, 2009 Customer Service Supervisor, November, 2007 – September, 2008 Customer Service Representative, March, 2005 – November, 2007 Operations Director Responsibilities: - Responsible for day-to-day operations of poker network comprised of 8 brands, including 5 in-house brands, three outside brands - Managed/restructured Customer Service, Risk, and Payouts departments following a 2008 consolidation of poker brand operations. - In liaison with the Human Resources department, established rules and procedures to be followed by the company. - Translated the client software to Spanish. - Checked marketing campaigns for content, compatibility with Network software/promotions, managed implementation of bonus programs - Worked with processing team to secure appropriate deposit/cashout processing for poker operations - Worked in liaison with different departments in the parent company: HR, Sports Fraud Department, Processing Department, Sports Customer Service Department, Affiliates department, marketing department. - Ran basic queries on live poker server to retrieve immediate necessary information. - Recruited personnel for Customer Service and Risk Departments. - Helped sell marketing promotions or offers to Poker customers. - Created reporting tools specifications for poker software developers or PHP programmers. Created weekly reports for Poker business meetings - Addressed software issues by creation of Master Documents sent our software development team. - Managed Poker Tournaments, posting tournaments, sit and go's and tables. - Interaction with customers via phone, email, social media and forums. - Created training programs (poker related) for the departments in the Sports book. - Close relationship with the Epos department in order to promote poker and create promotions that would be appealing to Latin American poker players. - - Customer Service Manager Responsibilities: Responsibilities Included: Created the Payouts Department and implemented rules on their work procedures. Established rules and different processes to be followed by the fraud department. Constant relation with the different Sports departments for player conversion. Scheduling for the Customer Service, Fraud and Payout departments. Started working with the EPOS department (Post up shops in Latin America) in order to promote the poker in their offices. Customer Service Supervisor and Clerk Responsibilities Responsibilities Included: Recruitment Programs Training Programs and manuals creations Customer’s emails, phone calls, host messages, live chat messages. Customer’s payouts and help with their deposits. Checked accounts and tables for chip dumping and/or fraud. - Schedule creation. Millennium Sports, 2004 -2005 Customer Service Manager Responsibilities Included: - Schedules for a staff of over 50 employees. - Approving payouts - Customer Relationship Management - Checking websites, promotions and other information to make sure of it’s validity. 2002 - - - – 1998 Rio International MVP Sports Empress Sports ABC Islands Customer Service and Sales Clerk Customer Service Payouts Clerk Customer Service Manager Wagering Clerk Education Details: Studies in Business Management, Universidad Fidelitas, San Jose, Costa Rica. (Close to finishing) Bachelor’s Degree, Saint Francis College, 1993. Certifications: - Strategic Marketing Seminar in Panama City, Panama. Job Description course. Comunicación Eficaz y Relaciones Humanas - Dale Carnegie Other Skills: - Fluent in Spanish and English. (100%) Portuguese Knowledge Microsoft Office Windows Movie Maker Managing “Asociación Deportiva Moravia Femenino” Facebook. With over 11k likes at the momento. Hobbies: - Playing Sports, especially basketball. Watching sports Outdoor activities. References: David Gzesh – (Board of Directors Member), CEO True Poker 2001 - 2007-Phone:- Charlie Kidd – Poker Pros Network, Owner.-Phone:-/-