Karabo Maphupha

I’m a customer-oriented VIP Account Manager with 3 years of experience managing VIP clients in the iGaming sector and supporting international customers across multiple communication channels.

In my current role, I manage a portfolio of VIP clients from Europe and Korea, ensuring personalized interaction and premium service. I increase customer retention through individual communication and motivational strategies, maintain 100% service quality with rapid response times, and act as the primary point of contact for long-term relationships.

I analyze customer behavior to proactively mitigate churn risks, and I collaborate with Marketing and CRM teams to optimize campaigns and improve customer experience. I also handle priority requests to deliver fast, effective resolutions in high-pressure, fast-paced environments.

I bring additional customer-facing experience from working as a Customer Support & Sales Specialist and from teaching one-on-one English lessons to international students. I use Jira, Confluence, and Tableau, along with GPT for operational task automation and Excel for data reporting, combining stress tolerance with analytical thinking and quick decision-making.