Richard Bratt

Customer Experience Advisor

Sky Betting and Gaming Leeds

Leeds, West Yorkshire

01.2015 - Current

Customer Experience Advisor: Assisting all customers on all products within SBG, including our social media platforms. I provide excellent customer and colleague communication whilst delivering a high standard of service.
Floorwalking: Monitoring live chats, ensuring all members of staff are managing their contacts and helping where needed. Dealing with Single User Faults (SUF) communicating with 3rd party game providers and resolving technical issues for customers.
Real-Time Analyst: Responsible for ensuring company KPIs are met to the highest standard, keeping within SLAs. Working as a key part of the Service Delivery team, leading workplace practices and strategies to achieve maximum efficiency and productivity amongst staff. Along with this I also monitored contact centre live resources, allocating work and prioritising tasks. I communicated with multiple stakeholders to provide analytical data and reports, dealing with live issues, and provided detailed incident reports.
Gaming training and upskilling: Involved in creating detailed training programmes for Poker, to upskill and train new advisors on how to operate our admin systems.
Verification training for Hyderabad team: This required a considerable amount of patience and adaptability as I adjusted my training methods to overcome language barriers and address new challenges. I played a key role in ensuring the team's comprehension of different document types and the correct procedures for processing them within our systems.
Bonus abuse team: I contributed to the development of our new bonus abuse system, which involved checking accounts for suspicious indicators, requesting documents, and improving automated systems and triggers. This experience provided me with valuable insights into our internal processes. Despite its relatively small scope, it had a profound impact on my perspective and the way I approach customer interactions.
Safer Gaming Team (SGX): I helped the SGX team with self-exclusion removals during the introduction of the new CBSE process. This experience provided me with a comprehensive understanding of CBSE queries right from the start, allowing me to quickly grasp this new process and assist in clarifying misconceptions that other CX team members were facing.
Complaints Team: During my six-month secondment as a Complaints Executive, I've developed a strong foundation in handling customer complaints with precision and efficiency. My focus being on effective communication and understanding, ensuring that customers' concerns are addressed promptly and to their satisfaction while setting reasonable expectations. Throughout my time in this role, I have consistently adhered to and upheld our company's policies and procedures, guaranteeing that our actions align with our organizational values and standard
I am fully trained in Bet and Gaming, with extensive experience in Risk, Fraud, Safer Gaming, Training and Social Media teams. This has given me a good knowledge of all tribes in the contact centre.