Malgorzata Lewis
Chichester,West Sussex
Summary
Accomplished igaming professional with extensive expertise in hospitality management and client relations, known for a positive outlook and exceptional organisational efficiency. Proficient in email correspondence, telephone operation, and data entry, with a strong command of the Microsoft Office Suite and database administration. Demonstrates discretion and confidentiality in all interactions, ensuring seamless call handling and customer relationship management. Skilled in content management systems, brand positioning, CRM systems, data analysis, and market research. Adept at performance appraisal coordination, onboarding process design, behavioural interviewing, leadership development, and talent acquisition. Committed to leveraging skills to enhance operational efficiency and drive business success.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Affiliate Marketing - Consultant
Nairabet.com
2022.10 - 2026.03
- Forecast and set up monthly targets
- Monitor offline affiliate performance and prepare reports.
- Provide on-boarding support and training on affiliate Netrefer platform
- Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
- Conduct competitive analysis
- Managed daily operations to ensure optimal productivity and effectiveness.
- Coordinate between central departments regarding upcoming promotions, new products & services
Operations Manager Call Centre
Winners Ltd Liberia
Monrovia , Liberia
2024.08 - 2024.11
- Created Customer journey cycle for the Liberian market
- Recruited and created amazing model department within Winners,
- Established a collaborative work environment for positive team dynamics.
- Liaised with stakeholders for transparent communication and better decision making.
- Led teams to achieve business objectives on time and within budget constraints.
High Value Customer Manager
Grosvenor Casinos- The Rank Group plc
Central London, UK
2022.04 - 2022.11
- Created detail orientated with high standards events portfolio for the VIP's in Central London at The Barracuda Casino.
- Highly skilled in the luxury hospitality , knowledge of international gaming markets , created promotions based on the current sporting events.
- Resolved complaints efficiently, fostering customer loyalty. Used my understanding of player psychology and gaming behavior
- Cultivated a productive work culture by encouraging teamwork.
- Raised company reputation with high-quality customer care.
- Delivered green KPI's and generated substantial revenue for the London market at Grosvenor Casinos
VIP Manager South
The Rank Group plc
2019.12 - 2021.01
- Organised culturally appropriate events, compelling for players of high net worth.
- Cultivated strong relationships with clients to secure repeat business.
- Monitored health and safety measures for guaranteed compliance.
- Updated company database regularly to keep records current and accurate.
- Handled sensitive information discreetly to uphold privacy regulations.
- Handled customer queries via telephone and email with a high level of professionalism.
- Supervised all front desk activities for smooth daily operations.
- Served as first point-of-contact for clients, providing exceptional customer service experience.
Regional Marketing Manager
Millionaires Casinos Ghana Ltd/ Mgabet.com
Accra
2017.09 - 2019.05
- Formulating overall marketing strategy for the region.
- Responsible for sustainable promotions for the four venues Millionaires Casinos and Millionaires Sportsbook website Mgabet.com.
- Analysing CRM data and reports on each property-weekly/monthly reports.
- Ensuring the quality of the loyalty programs and execute data audits.
- Creating new, fresh content for all digital channels including in-house screens, website, social media, bulk e-mail, SMS and media campaigns.
- Responsible for the Marketing reports for the Ghana region.
- VIP Loyalty campaigns. VIP player tracking reports.
- New games development- introducing tables Jackpots - Blackjack Aces.
Operational Manager
Grosvenor Casinos Ltd
Southampton
2008.08 - 2017.09
- Company Overview: Grosvenorcasinos.com
- I was accountable for the full customer journey; from getting them to visit via promotions, offers and events to increasing loyalty, attendance, and brand awareness.
- Analysis of data to make informed decisions on promotional & marketing activity.
- Organising and implementing promotions, events and entertainment within unit.
- Reporting on expenditure to ensure a ROI.
- Researching, organising and analysing marketing activity for clubs.
- Evaluating KPI's and putting action plans into place to hit targets.
- Monitoring touch points to improve customer journey & developing customer service training plans.
- Responding to & resolving customer complaints.
- Target & improve customer loyalty & increased frequency of visits.
- Overall responsibility for day to day running of the casino.
- Exceptional understanding of the gaming product.
- Conducting interviews, disciplinary hearings & appraisals.
- Grosvenorcasinos.com
- Key areas of responsibility include: Reception Management, Play Points loyalty programme, Entertainment including budgets, Food & Beverage Management, Sales Manager development, CRM analysis.
- Grosvenor Awards winner for the We Have a Voice Brand Value 03/2015, Customer Obsession 03/2014, 03/2016.
Education
Bachelor of Business Administration - Business and Management
West Pomeranian Business School
Szczecin 2000.09 - 2003.06
High School Diploma - Polish, History & English
Marie Curie Liceum 1 , Al Piastow
SzczecinSkills
- Hospitality management
- Discretion and confidentiality
- Organizational efficiency
- Attention to detail
- Data entry
- Microsoft Office Suite
- Database administration
- Client relations
- Brand positioning expertise
- Knowledge of CRM systems
- Data analysis competency
- Market research capabilities
- Customer relationship management
- Performance appraisal coordination
- Onboarding process
- Leadership development
- Talent acquisition
Certification
- Train the trainer course level 2
- IGNITE coach training
- Grosvenor Development Programme 3: General Manager level
- Supporting Performance
- Customer Obsession
Personal Information
Custom
- Learning new languages
- Travelling to exotic destinations
- Reading Historical biographies
- Sailing instructor
- Walking dog Newnia by the sea
- Making natural doggie treats
Affiliations
- Creating recepies for the healthy dog snacks
- Collecting vintage 70's items
- reading historical novels
- Long walks by the sea
Languages
English
Fluent
Polish
Native
Spanish
Intermediate (B1)
Russian
Elementary
Timeline
Operations Manager Call Centre
Winners Ltd Liberia
2024.08 - 2024.11
Affiliate Marketing - Consultant
Nairabet.com
2022.10 - 2026.03
High Value Customer Manager
Grosvenor Casinos- The Rank Group plc
2022.04 - 2022.11
VIP Manager South
The Rank Group plc
2019.12 - 2021.01
Regional Marketing Manager
Millionaires Casinos Ghana Ltd/ Mgabet.com
2017.09 - 2019.05
Operational Manager
Grosvenor Casinos Ltd
2008.08 - 2017.09
Bachelor of Business Administration - Business and Management
West Pomeranian Business School
2000.09 - 2003.06
High School Diploma - Polish, History & English
Marie Curie Liceum 1 , Al Piastow