Atmane Boucherit
VIP Account Manager
Algiers
Summary
Dedicated German casino professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
5
5
Languages
Work History
VIP Account Manager
Non-Disclosure Agreement (NDA)
7 2022 - Current
- VIP Relationship Management: Build and maintain strong relationships with VIP players.
Provide personalized support and service to VIPs, addressing their needs and preferences.
Regularly communicate with VIPs through phone calls, emails, and live chat to ensure a positive gaming experience. - Customer Service: Handle VIP inquiries and issues promptly and efficiently. Ensure VIPs receive priority treatment and a high level of customer service.
- Player Retention: Develop and implement strategies to retain VIP players and enhance their loyalty. Create and manage personalized retention campaigns and offers.
- Promotions and Events: Inform VIPs about exclusive promotions, bonuses, and events.
- Account Management: Assist VIPs with account management tasks, including deposits, withdrawals, and verification processes.
Provide detailed information about VIP program benefits and features. - Upsell and Cross-Sell: Identify opportunities to upsell and cross-sell additional products and services to VIP players.
Tailor recommendations based on VIP players' preferences and gaming behavior. - Data Analysis and Reporting: Analyze VIP player data to understand their behavior and preferences. Use data insights to improve VIP service and retention strategies.
- Collaboration and Coordination: Work closely with other departments, including marketing, customer support, and finance, to ensure a cohesive VIP experience.
Customer Service Representative
Bet365
11.2021 - 06.2022
- Customer Support: Respond promptly and professionally to customer inquiries via live chat, email, and phone.
Provide accurate information about sports betting markets, odds, promotions, account management, and other betting-related topics. - Problem Resolution: Investigate and resolve customer complaints and issues efficiently.
Escalate complex problems to higher-level support or relevant departments when necessary. - Promotion and Bonus Information: Inform customers about current promotions, bonuses, and loyalty programs.
- Team Collaboration: Work closely with other customer service agents and departments to ensure a cohesive support strategy.
Participate in team meetings and training sessions to improve skills and knowledge.
Customer Service Agent
Casumo
03.2019 - 10.2021
- Customer Support: Respond promptly and professionally to customer inquiries via live chat, email, and phone.
Provide accurate information about sports betting markets, odds, promotions, account management, and other betting-related topics. Assist customers with account registration, verification, and login issues. - Problem Resolution: Investigate and resolve customer complaints and issues efficiently. Escalate complex problems to higher-level support or relevant departments when necessary.
- Account Management: Assist customers with deposit and withdrawal processes.Verify player accounts and process verification documents.
Handle account-related queries, including balance checks, transaction histories, and bonus claims. - Promotion and Bonus Information: Inform customers about current promotions, bonuses, and loyalty programs.
Assist customers in understanding the terms and conditions of promotions. Help customers claim and utilize bonuses effectively. - Compliance and Security: Ensure compliance with regulatory requirements and company policies.
Monitor for suspicious activities and report potential fraud or security breaches. - Team Collaboration: Work closely with other customer service agents and departments to ensure a cohesive support strategy.
Participate in team meetings and training sessions to improve skills and knowledge.
Card Dealer
Spielbank Berlin
07.2011 - 12.2018
- Game Management: Poker: Deal cards to players, manage the betting rounds, and oversee the pot.
Blackjack: Deal cards, ensure players follow the rules, and manage bets and payouts.
Roulette: Spin the wheel, handle the ball, announce winning numbers, and manage bets and payouts. - Customer Interaction: Greet players warmly and provide a friendly and professional atmosphere at the table.
Explain game rules to new players and answer any questions.
Encourage a fun and enjoyable gaming experience. - Bet Handling: Accurately manage player bets and chips.
Collect losing bets and pay out winning bets promptly and correctly. Ensure the game table has sufficient chips and manage the table's chip bank. - Game Speed and Flow: Maintain a steady pace of the game to keep players engaged. Handle game disruptions smoothly and efficiently. Balance the need for speed with the need for accuracy and fairness.
- Team Collaboration: Work closely with other croupiers, floor supervisors, and casino staff to ensure a smooth operation.
Assist colleagues during busy periods and provide support as needed.
Coffee Shop Manager
Bäkerei Brot und Krümel
05.2008 - 04.2011
- Customer Service: Greeting customers, taking orders, and answering questions about products.
- Product Handling: Preparing, packaging, and displaying baked goods such as bread, pastries, and cakes.
- Cleanliness: Maintaining a clean and organized work environment, including sanitizing equipment and surfaces.
- Sales Promotion: Suggesting products, upselling, and informing customers about special offers or new items.
- Quality Control: Ensuring that all products meet the bakery's quality standards and disposing of any items that do not.
- Team Collaboration: Working with other staff members to ensure smooth operation of the bakery, including helping in other areas as needed.
Telesales Agent
Sitel
05.2004 - 04.2008
- Customer Engagement: Initiate and receive calls to/from potential and existing customers.
Build rapport with customers to understand their telecommunication needs.
Provide detailed information about various mobile and internet plans. - Sales Process: Identify customer needs and recommend suitable plans.
Upsell and cross-sell additional services and products.
Close sales and process orders efficiently. - Customer Service: Address customer inquiries and resolve any issues or concerns. Maintain a high level of customer service and professionalism.
- Documentation and Reporting: Maintain accurate records of customer interactions and sales.
Update customer information in the database.
Prepare and submit regular sales reports to the supervisor. - Product Knowledge: Stay updated on the latest mobile and internet products, services, and promotions.
Participate in training sessions to improve product knowledge and sales skills. - Compliance: Adhere to all company policies and procedures.
Ensure compliance with industry regulations and standards.
Education
Training As An Office Administrator - Office Management And Administration
Louise-Schroeder-Schule
Berlin, Germany 09.1998 - 07.2001
Baccalaureate For Economics And Administration - Office Management And Administration
Office Management And Administration
Berlin, Germany 09.2001 - 07.2004
Skills
Analytical problem solver
Account management
Direct sales
Strategic planning
Timeline
Customer Service Representative
Bet365
11.2021 - 06.2022
Customer Service Agent
Casumo
03.2019 - 10.2021
Card Dealer
Spielbank Berlin
07.2011 - 12.2018
Coffee Shop Manager
Bäkerei Brot und Krümel
05.2008 - 04.2011
Telesales Agent
Sitel
05.2004 - 04.2008
Baccalaureate For Economics And Administration - Office Management And Administration
Office Management And Administration
09.2001 - 07.2004
Training As An Office Administrator - Office Management And Administration
Louise-Schroeder-Schule
09.1998 - 07.2001
VIP Account Manager
Non-Disclosure Agreement (NDA)
7 2022 - Current
Similar Profiles
Patrick BridgesPatrick Bridges
Operations Manager at NDA (Non-Disclosure Agreement)Operations Manager at NDA (Non-Disclosure Agreement)
Aniljit Singh GrewalAniljit Singh Grewal
Moderator at Anonymous ( Non Disclosure Agreement in Place)Moderator at Anonymous ( Non Disclosure Agreement in Place)
Jason CrawfordJason Crawford
Job Site Superintendent at Signed Non-Disclosure AgreementJob Site Superintendent at Signed Non-Disclosure Agreement