Jose Skinner
@joseskinner
I grow VIP player retention and lifetime value across iGaming portfolios.
PanamaWhat I'm looking for
I manage VIP player portfolios across Sportsbook and Online Casino, building personalized relationships that improve retention, customer lifetime value, and revenue.
At Lacias, I manage 200+ high-value VIP players, monitor gaming activity and KPIs, and use tailored promotions and strategic communication to identify growth opportunities. I work closely with CRM, Marketing, Fraud, Payments, and Support while ensuring responsible gaming compliance and resolving escalated player issues.
Previously at Dell Technologies, I delivered enterprise service delivery and technical support for global customers, managed high-priority incidents within SLAs, and improved operations through process optimization and data analysis.
My background also includes VIP support, floor support, customer service coaching, and escalation handling at Center Source, Iterum, and Alorica. I bring a customer-focused approach grounded in communication, negotiation, and long-term relationship building.
Experience
Work history, roles, and key accomplishments
VIP Account Manager
Lacias
Jan 2025 - Present (1 year 8 months)
Managed 200+ high-value VIP players across Sportsbook and Online Casino, increasing retention and customer lifetime value through personalized account management and strategic communication.
Delivered enterprise-level service delivery and technical support for global customers, managing high-priority incidents while maintaining SLA compliance and improving operational efficiency.
Inbound Customer VIP Department
Center Source
Jan 2023 - Jan 2024 (1 year)
Provided VIP support via calls, chat, and email, handling escalations and ensuring high-quality customer service.
Floor Support, Customer Service
Iterum
Jan 2019 - Jan 2023 (4 years)
Supervised representatives, coached performance, and handled escalated issues in a customer service environment.
Provided front-line support via phone and email, assisting customers with inquiries and resolving issues.
Education
Degrees, certifications, and relevant coursework
Universidad Interamericana de Panamá
Bachelor's Degree, Business/Technology
Bachelor's degree in Business/Technology from Universidad Interamericana de Panamá.
LinkedIn Learning
Customer Relationship Management, Customer Relationship Management
Completed the Customer Relationship Management certification.
LinkedIn Learning
Sales & Account Management Foundations, Sales & Account Management
Completed the Sales & Account Management Foundations certification.
LinkedIn Learning
Data-Driven Decision Making, Data-Driven Decision Making
Completed the Data-Driven Decision Making certification.
Availability
Location
PanamaAuthorized to work in
Salary expectations
Social media
Skills
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