Adam

Curriculum Vitae
Personal info

Name: Adam Duke
Address: Savoy Garden F10
Triq Freres
Gzira, Malta

Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Nationality: British
Date of birth: 13/07/1993
Gender: Male

Work experience

Date: May 2019 – Present 2020
Occupation or position held: Customer Service Manager Malta (Avento MT)

Main Responsibilities:
• Implement and maintain job procedures and processes.
• Motivate the department to follow KPIs and reached targets (SLAs)
• Ensuring continuous and properly organized communication flow within the team and with other departments
• Maintaining quality service by analysing and resolving quality and service issues, identifying trends and
recommending system improvement.
• Gathering and analysing data and preparing Shift reports.
• Handle duties and task delegation
• Department meetings (Customer Service)
• Handling monthly reports
• Management meetings

Date: September 2019 – May 2020
Occupation or position held: Customer Service Team Leader Malta (Avento MT)

Main Responsibilities:
• Maintaining staff by orienting, training, developing and evaluating.
• Planning, monitoring and reviewing job procedures and related processes.
• Motivate the team and individuals to achieve their set targets
• Gathering and analysing data and preparing Shift reports.
• Handle duties and estimating timeframes.
• Daily support, so customer service ambassadors can maintain a high level of service.
• Hold regular 1-2-1 and team meetings.
Date: November 2018 – September 2019
Occupation or position held - QA Manager/International Training (Open solutions Kyiv/Malta)

Main responsibilities:
• This role included checking and following KPIs for the customer service department, this would entail
checking chats, emails, calls on monthly basis to make sure all KPIs were being followed and the customers
received the best service possible, also I was in charge of the training and onboarding process for new
employees following a training manual created by myself. Shortly after I was told I would be going to Malta to
train new employees as the business was expanding that company is named Avento MT.

Date: August 2017 - November 2018
Occupation or position held: Sales Manager (Open Solutions Kyiv)

Main Responsibilities:
• This role included giving VIP-Experience for all of the VIP players in my portfolio I had about 1000 active
players and helping out my colleagues with their customers in English via live-chat, e-mail and phone, sending
gifts for the customers, handling many different kinds of reports, being in charge of our VIP-Teams different
training and do deal with European clients and their mentality, working closely with finance department and
with the management team.

Date: January 2016 - August 2017
Occupation or position held: Customer Service Representative (Open Solutions Kyiv)

Main Responsibilities:
• This role was my very first experience in the iGaming industry. I was lucky enough to be the first Native
English employee. Being the only English-speaking employee, it was very challenging in the Customer
Service department, learning how to deal with all kinds of customers. I also had the responsibility of checking
all info was correctly written in English and making sure other employees were going about their
communication in a Native and polite way.

Date: March 2016 - December 2018
Occupation or position held: English Teacher Kyiv (Speak Well, WinWin, English Prime)

Main Responsibilities:
• I have been giving Corporate lessons to the above businesses within Ukraine Kiev. Duties include planning
lessons for students of all levels of English and then rolling out the lessons to the students this also, includes
short exams at the end of each lesson. I also give one to one lesson where the students who would like to
progress with their English much quicker. At WinWin school every Saturday we had something called
WinDiving this would include different activities such as speaking clubs, games, different events all
coordinated by myself
 Achievements

• Trained and mentored staff to carry out a professional and comprehensive job both in sales and customer
service
• Built a team from scratch supporting 4 different languages within the space of a year
• Managed a team of 25 employee to carry out a professional job on a daily basis
• Provided motivational talks to get the best out of employees
• Controlled budgeting cost thought the customer service department
• Set up SLA’s and KPI’s, which are aimed at motivation the staff to follow them as well as maintaining
excellent service for our customers
• Built a bonus scheme for the customer service department, which is aligned with the SLA’s and KPI’s
• Assisted with setting up the sales department
• Carried out 10 hours 1-2-1 Managers coaching