At bet365, I found why betting disputes were taking over 45 minutes: advisors kept re-explaining settled bets, while a goodwill tool went unused. I retrained the team to explain clearly first and use goodwill proportionately, bringing average handling time under 20 minutes; the documented approach is now used by nearly every team in the department.
I helped launch bet365's first outsourced BPO partnership and later co-led the build-out of its second in Natal. Across secondments in Bogotá, Curitiba and Brazil, I helped develop training, a partner knowledge base and quality processes, and coached partner coordinators and supervisors.
