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Bibek Dhungana

@bibekdhungana1

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iGaming operations professional specializing in affiliate partnerships and VIP player retention.

Nepal

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What I'm looking for

I’m looking for an iGaming role where I can own VIP support quality, strengthen retention through CRM, and grow affiliate/SEO performance—collaborating with payments and risk to improve conversion, loyalty, and service standards across key markets.

I’m an iGaming professional built across multi-market operations in South Asia, LATAM, Canada, and Africa, with deep specialization in affiliate partnerships, VIP player management, customer retention, and payment integrations. I oversee quality assurance for VIP support operations, auditing support conversations and coordinating feedback and training to maintain premium service quality.

From VIP support and CRM coordination to affiliate acquisition and SEO traffic analysis, I focus on improving player satisfaction and conversion through clear performance monitoring and cross-team execution. I’ve managed high-value escalations with payments, risk, and CRM teams, and negotiated CPA, RevShare, and Hybrid deals across SEO affiliates and betting comparison/betting portal ecosystems.

Experience

Work history, roles, and key accomplishments

VIP QA Manager (Probation)

International iGaming Operator

Jan 2025 - Present (1 year 5 months)

Oversee quality assurance for VIP customer support operations, monitoring communication between VIP support agents and high-value players. Conduct support conversation audits and provide feedback/training to improve service quality and retention.

Quality Assurance Customer Retention CRM Coordination Staff Training Service quality Customer Lifecycle

VIP Support Manager (Mid-Level)

International iGaming Operator

Jan 2024 - Jan 2025 (1 year)

Managed VIP player support operations and handled escalations from high-value customers. Coordinated with payments, risk, and CRM teams to resolve complex issues while maintaining premium user service standards.

VIP Support Escalations CRM Coordination Customer Satisfaction Case Management IGaming Operations

VIP Support Manager (Junior)

International iGaming Operator

Jan 2024 - Present (2 years 5 months)

Provided dedicated VIP support and assisted with account management, bonuses, and payment-related issues. Contributed to VIP retention and loyalty efforts across multiple markets.

VIP Customer Support Account Management Loyalty Programs Customer Support Operations IGaming Operations

Outbound Manager

International iGaming Operator

Jan 2023 - Jan 2024 (1 year)

Managed outbound player engagement campaigns, including contacting inactive players to encourage reactivation. Supported CRM execution of retention strategies and coordinated outreach activities.

Outbound Strategies CRM Coordination Retention Strategy IGaming Operations

Business Development Manager

iGaming Platform (India Market)

Jan 2023 - Present (3 years 5 months)

Identified and acquired payment wallet providers in India and negotiated local integration partnerships. Expanded deposit methods for regional players to support smoother transactions and improved conversion/retention.

Payment Partnerships Wallet Provider Acquisition Business Development Payment Operations Conversion Optimization IGaming Payments

Affiliate Manager (LATAM/CA)

Global iGaming Operator

Jan 2022 - Jan 2023 (1 year)

Managed SEO affiliate and betting comparison website partnerships across LATAM, Canada, and South Asia. Identified high-traffic affiliate portals with Ahrefs and SimilarWeb, evaluated ranking opportunities, negotiated brand placements, and managed CPA/RevShare/Hybrid deals while monitoring traffic and conversion performance.

Affiliate SEO Ahrefs Similarweb Keyword Research CPA RevShare

Affiliate Manager (Emerging Markets)

International iGaming Operator

Jan 2021 - Jan 2022 (1 year)

Recruited and managed affiliate partners in emerging markets, negotiating marketing placements with affiliate websites. Managed affiliate campaigns, monitored performance metrics, and ensured consistent traffic acquisition from partner sites.

Affiliate Marketing Partner Management Campaign Management Performance Monitoring Deal Negotiation

Social Media Marketing Manager

Online Betting Platform

Jan 2020 - Jan 2021 (1 year)

Managed social media channels targeting Nepali players and created promotional campaigns to drive registrations and deposits. Coordinated with affiliate and CRM teams on promotional activities.

Social Media Marketing Deposit Funnel Support CRM Coordination Online Marketing

Customer Support Specialist

Online Betting Platform

Jan 2019 - Jan 2020 (1 year)

Provided customer support for Nepali players via chat and messaging platforms. Assisted with deposits, withdrawals, bonuses, and account-related issues while maintaining high customer satisfaction.

Customer Support Chat Support Account Support Customer Satisfaction IGaming Support Operations