Samir Al Dwaikat

Managed game-related incident reports and deposit investigations, coordinating with providers and payment partners to ensure timely resolution and compliance. Oversaw CRM/back-office functionality, monitored exchange rates, and tracked KYC processes to support financial operations.

Guided and trained support agents, developed training manuals and knowledge base resources, and monitored support quality across emails and live chats to maintain consistency and improve resolution times. Acted as escalation point for complex cases.

Managed player communications via email and live chat, coordinated with affiliates and partners to boost brand visibility, handled reviews and complaints, and provided VIP account management and reactivation campaigns to improve retention.

Delivered multichannel customer support via Intercom, resolved technical and financial player issues, managed bonus and promo distributions, and escalated complex cases to Level 2/3 teams to maintain high satisfaction.

Identified and sold TMS software to freight companies, managed social media marketing to increase brand engagement, and presented market research insights to the CEO to guide strategic initiatives.

Created digital content and PR strategies to enhance client brands, secured new clients including schools and universities, and delivered customized advertising solutions to expand the agency's client base.

Completed a Master of Business Administration with a focus on marketing, coursework and projects supporting strategic marketing and management principles.

Studied English Language and Literature, covering literature analysis, linguistics, and written communication skills.