Sonia Badacian

Led end-to-end execution of CRM campaigns by collaborating with commercial and project teams to build, test, and deploy personalized player offers.

Managing cross-functional back-office tools, both internal and external, ensuring seamless integration of game mechanics and promotions.

Overseeing game, mechanics and domain onboarding, including testing new mechanics, securing tool integrations, and validating functionality ahead of launch.

Managing and designing strategies to keep players active, prevent user churn and reward player engagement whilst ensuring compliance with industry regulations.

Collaborate across teams to align CRM with business goals and develop initiatives that enhance player experience and drive engagement.

Coordinate, report, and optimize promotional campaigns using a data-driven approach from concept to evaluation as well as identifying areas for improvement, ensure compliance with quality standards and regulations, and monitor competitor trends to maintain competitiveness.

Responsible for managing live streaming events across various domains and layouts, ensuring availability of sports, e-sports, and racing content for customers in the In-Play section of the website.

Completing daily tasks with meticulous attention to detail to ensure accurate data on all events, including provider data checks, resolving schedule discrepancies, and mapping events for live streaming in the In-Play schedule.

Monitoring all live events ensuring high quality and accurate delivery of content is offered on mobile and desktop platforms, this requires constant communication with providers and traders.

Creating TV adverts for several events.

Providing exceptional customer support to clients who require assistance with a variety of queries across all Gaming products.

Correspond with internal departments to assist customers with technical, payment, Responsible Gaming, verification, and bet dispute queries, conducting thorough investigations for resolution.

Assisting customers with all Gaming offers by following and educating on Terms & Conditions and promotional details.

Implementing quality communication and superior customer support for after-sales services.

Scheduling and coordinating service appointments with diplomacy. Handling complex problems and ensuring quick resolution.

Attaining departmental standards and offering technical advice.

Online and live croupier for Blackjack and Roulette tables and replacement of pit-boss in absence.

Opening and closing of the studio would be an obligation during my shifts, this would include responsibility for cards and chips used throughout the day.