Dean Bennett
Sunderland,Tyne and Wear
Summary
I believe that I hold a varied and valuable skill set, which could be applicable to a broad spectrum of postitions. I have primarily worked in the betting / gaming industry for the last 16 years in a variety of roles. These included Shop Manager where I was selected from potential candidates in order to manage Betfred's flagship first store in Sunderland Town Centre. I then progressed to head office roles including Shop Support, Trading Manager & Product Support Manager with both Stan James & Betzone / Richmond Atlantic. I have a dedicated work ethic & am self-motivated to provide first class results, often with stringent targets & deadlines. I believe myself to be very personable with the ability to be self managed or be a valuable player within a team environment.
Overview
28
28
years of professional experience
Work History
Customer Service Advisor
Richmond Atlantic
Sunderland, Tyne and Wear
01.2026 - Current
- Dealt with customer contact via email & live chat via Zendesk in order to answer queries & resolve issues
- Followed-up on customer interactions to provide further support.
- Responded to customer emails with accurate, professional replies.
- Maintained working knowledge of available products and services for enhanced customer service.
- Gave clients information about available products and services to build awareness.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Met demands of high-volume customer enquiries and exceeded performance targets.
- Dispatched or escalated tasks to appropriate departments for swift resolution.
Product Support Manager
Betzone Online / Richmond Atlantic
01.2025 - 01.2026
- Operated website back office software in order to produce, organise & maintain the layout and content of the website
- Used daily reporting tools in order to identify & negate customer breach of terms & monitor betting patterns
- Monitored live betting activity in order to identify potential customers to further investigate
- Utilised knowledge of the sports & betting industry in order to deliver guidance to customers
- Addressed customer queries & disputes, delivering equitable solutions whilst maintaining the company's reputation
- Provided input into onsite marketing in order to maximise betting opportunities & sustain a competitive edge
- Produced reports of weekly activity for shareholders, identifying any areas with potential recommendations to maintain a healthy margin within the customer base
Trading Manager
Betzone Online
11.2022 - 01.2025
- Monitored live betting activity & daily reports in order to analyse customer activity
- Evaluated customer betting patterns and enforced necessary restrictions in order to mitigate risk & maximise profit
- Created & built additional markets accompanied by promotional material to maximise turnover on main events
- Liased with other departments to address & resolve customer queries & disputes
Shop Support Officer
Stan James / Betzone Shop Estate
12.2016 - 11.2022
- Worked as part of a small office team who were the first point of contact for any queries from the shop estate staff
- Evaluated bet requests from the shop estate against market / trading positions in order to mitigate risk & optimise profit
- Monitored market liabilities across the estate & made recommendations to reduce these if required
- Diagnosed & resolved any hardware & software faults if possible, effectively troubleshooting system & network issues. Liaising with external companies if necessary
- Addressed technical & application issues from shop staff via helpdesk and telephone support
- Provided remote technical support, addressing issues to facilitate the smooth operation of the shop estate
- Recorded any maintenance required from the shop estate, outsourcing to the relevant contractors where necessary
- Recording & ordering any supplies required from the shop estate
Shop Manager
Betfred
08.2006 - 12.2016
- Managing the shop team & leading by example
- Maintaining shop & company standards and procedures / policies
- Offering the highest possible level of customer service
- Ensuring that all internal & external marketing was relevant & presented correctly
- Cash handling & control measures to ensure that any discrepancies were kept to a minimum
- Producing & maintaining shop staffing rotas whilst maintaining fairness
- Promoting new products to both new & existing customers
- Participating in company training programmes when onboarding new staff members
- Monitoring shop supply levels & placing orders when necessary
- Identifying & reporting any maintenance issues
Shop Manager
Pagebet
07.2004 - 08.2006
- My duties included being a key holder, the day to day running of the shop, cash handling, customer service and bookkeeping.
Cashier / Assistant Manager
Stanley Racing
01.2002 - 07.2004
- I gained promotion to Assistant Manager which increased my responsibilities. My duties included being a key holder, the day-to-day running of the shop, customer service, cash handling and bookkeeping.
Cashier
Chisholm Bookmakers
04.1999 - 08.2001
- My duties included customer service, processing bets through tills and cash handling.
Marketing Assistant
Lite-On Ltd.
07.1999 - 07.2000
- This was a Year In Industry gap year scheme in order to learn extra skills before starting university. My duties included helping to produce company literature, including a Competitor Analysis, and processing customer orders.
Warehouse Operator / Cashier
Argos
06.1998 - 04.1999
- My duties included handling customer orders, processing the orders through the till and cash handling.
Education
GCSEs -
Ashington High School
01-1998
BA Hons - Business Management
Sunderland University
07-2010
BA Hons - Business Management
Sunderland University
07-2003
Advanced GNVQ - Business Studies
Ashington High School
07-1999
Skills
- Management & Leadership
- Customer Service
- Zendesk proficiency
- Live chat support
- Team collaboration
- Product knowledge
- Data analysis
- Risk management
- Customer relationship management
- Cash handling & control measures
- IT / Computer literacy
- Technical troubleshooting
- Numerical literacy
- Betting & market strategies
Timeline
Customer Service Advisor
Richmond Atlantic
01.2026 - Current
Product Support Manager
Betzone Online / Richmond Atlantic
01.2025 - 01.2026
Trading Manager
Betzone Online
11.2022 - 01.2025
Shop Support Officer
Stan James / Betzone Shop Estate
12.2016 - 11.2022
Shop Manager
Betfred
08.2006 - 12.2016
Shop Manager
Pagebet
07.2004 - 08.2006
Cashier / Assistant Manager
Stanley Racing
01.2002 - 07.2004
Marketing Assistant
Lite-On Ltd.
07.1999 - 07.2000
Cashier
Chisholm Bookmakers
04.1999 - 08.2001
Warehouse Operator / Cashier
Argos
06.1998 - 04.1999
GCSEs -
Ashington High School
BA Hons - Business Management
Sunderland University
BA Hons - Business Management
Sunderland University
Advanced GNVQ - Business Studies
Ashington High School