Position: VIP Account Manager, IGaming
Category: Support
English level: fluent
Years of experience: 3


Carnival Cruise Line, 2013-2018, Floor Supervisor/Ass.HSKP Manager

Provide a safe operation based on the Global HESS-MS system to ensure everyone’s
safety. Duty as Stateroom Manager monitoring Floor Supervisors, Stateroom
Stewards and Asst. Stateroom Steward’s performance. Interaction with the guests on a
daily basis, making sure they are having a great time and are satisfied with the
service provided. Dealing with guest’s complaints personally and by opening and
updating iCare cases as needed. 

2019-2020 Customer support manager

2020-2021 - VIP Account Manager

Build trust and strong relationships with VIP customers.
Being in touch with high-end clients through email, phone, live chat and
account.
Handle customers’ day to day requests, including out of hours when necessary.
Monitor VIP customer interests, and ensure that customer expectations are met.
To meet targets set by Head VIP.

2022-current time, Supervisor, VIP Department

Responsible for driving profitability by developing strong long-term relationships
with VIP guests.
Managing workflow.
Creating and managing team schedules.
Managing a portfolio of guests to increase the guest lifetime value while
decreasing qualitative churn.
Managing end to end aspects of VIP’s relationship, including the marketing
communications, promotions, financial operations.
Daily reporting, understanding customer behavior and marketing offers which
will result in VIP department growth.
Ensuring compliance with all regulations and legislations.
Constant monitoring of all competitors and industry activity.