Ellana Clarke
@ellanaclarke
I lead customer operations teams, improving SLAs, workflows, and outcomes in iGaming.
SpainWhat I'm looking for
At Lottoland, I've led Flex and Customer Service teams across customer operations, improving workflows, performance, engagement, and service delivery in regulated iGaming markets.
I've reduced average customer contact handling time by 63%, from 130 hours to 48 hours, while consistently meeting SLA targets and improving QA scores from 90% to over 98%. I coach teams, support hiring and career progression, manage operational queues and resources, and handle complex complaints, KYC, AML, Safer Gambling, GDPR, and DSAR requirements.
Experience
Work history, roles, and key accomplishments
Operations Team Leader
Ellana Clarke
Led a cross-functional Customer Operations team in the iGaming industry, focusing on operational planning, development, and excellence. Achieved a 63% reduction in average customer contact handling time and ensured compliance with GDPR and data-protection requirements.
Education
Degrees, certifications, and relevant coursework
Sotogrande International School
International Baccalaureate, General Studies
2012 - 2015
Completed the International Baccalaureate Middle Years Programme and International Baccalaureate Diploma.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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