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Joana Rodrigues

@joanarodrigues2

Senior VIP Account Manager at TLF Entertainment who managed high-value client relationships and coordinated more than 3,000 VIP rewards.

Portugal

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What I'm looking for

I’m looking for a remote, customer-focused opportunity where I can contribute my experience in relationship management and customer service while continuing to grow professionally.

At TLF Entertainment, I managed high-value client relationships as a Senior VIP Account Manager and developed personalized account strategies to support retention and engagement. I also coordinated logistics for more than 3,000 VIP rewards and created the monthly VIP Newsletter.

Earlier at TLF Entertainment, I delivered customer support via live chat and email, investigated account and payment issues, and assisted with technical troubleshooting. I’ve also supported customers with consumer loan applications at Webhelp - Younited Credited and holiday bookings at Webhelp - Center Parcs.

Experience

Work history, roles, and key accomplishments

Senior VIP Account Manager

TLF Entertainment

Apr 2021 - Feb 2025 (3 years 10 months)

Managed a portfolio of high-value clients, building long-term business relationships and increasing customer retention through personalized account management strategies. Analysed customer behaviour and spending trends to improve engagement, and collaborated with Marketing, Payments, Risk, and Compliance teams.

Customer Relationship Management Account Management Retention Strategy Data Analysis Zendesk Looker Excel Notion Slack Celesta Gmail Outlook Meta Tools KPI Management Quality Assurance Process Improvement

Costumer Support Specialist

TLF Entertainment

Aug 2020 - Mar 2021 (7 months)

Delivered multilingual customer support via Live Chat and Email, investigating account issues and payment queries, and assisting with technical troubleshooting. Handled responsible gaming and compliance-related requests, and collaborated with internal departments to resolve complex cases.

Customer Support Multilingual Support Live Chat Email Support Troubleshooting Compliance Zendesk Collaboration

Costumer Support Specialist

Webhelp - Younited Credited

Feb 2020 - Jul 2020 (5 months)

Assisted customers throughout the consumer loan application process, providing clear guidance and personalized support. Conducted outbound calls to finalize pending credit applications and guided customers through required documentation.

Customer Support Loan Processing Outbound Calls Documentation Compliance Customer Service

Sales & Customer Service Advisor

Webhelp - Center Parcs

Dec 2018 - Jan 2020 (1 year 1 month)

Assisted customers throughout the holiday booking process, helping them complete reservations by phone and providing tailored recommendations. Identified opportunities to maximize booking value by promoting additional services and conducted outbound calls to follow up on incomplete bookings.

Sales Customer Service Booking Management Outbound Calls Upselling Communication Skills