emna soltani

I’m an Operations & Training Manager with a strong operations management background in information systems, built through academic foundations and hands-on iGaming managed services work. I focus on practical training that helps customer support and operations teams perform at a higher standard.

In my current role, I oversee day-to-day operations across multiple client accounts and design onboarding and upskilling training programs. I monitor KPIs and SLA compliance, identify gaps quickly, and implement corrective action plans to protect service quality.

I’ve also developed SOPs, training materials, and operational documentation—turning process into consistency. I coordinate between client stakeholders and internal teams to ensure seamless delivery, while maintaining high responsiveness through clear communication and structured follow-up.

Earlier as a Customer Support Agent, I handled inbound player queries via live chat and email, resolving account, payment, and gameplay issues. I escalated complex cases to the right departments, supported knowledge base updates, and helped new team members through peer support.