Open to opportunities

Ursula Chatack

@ursulachatack

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Experienced customer support manager with a focus on team optimization.

Cyprus

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What I'm looking for

I am looking for a role that values teamwork and innovation, offering opportunities for growth and the chance to make a significant impact on customer satisfaction.

I am a dedicated Customer Support Manager with extensive experience in leading and optimizing support teams within the iGaming sector. Currently, I serve as the Head of Customer Support at Wiztech - Valuta, where I have honed my skills in KPI management, team training, and continuous improvement of support processes. My journey began as the first customer support agent, allowing me to develop effective support strategies that enhance customer experiences.

Throughout my career, I have successfully hired and trained teams, ensuring excellence in customer interactions. I implemented KPI tracking and performance monitoring, which have significantly improved service quality. My commitment to delivering exceptional customer experiences is reflected in my ability to create procedures and training materials that promote standardization and efficiency. I prioritize fostering a strong team environment, encouraging knowledge sharing, motivation, and teamwork.

In my previous role as a Customer Experience Officer at Pepperstone, I resolved diverse client inquiries across various communication channels and collaborated with internal teams to enhance the customer experience. My background also includes experience in marketing and sales, which has equipped me with a well-rounded skill set to support customer needs effectively.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Support

Current

Wiztech - Valuta

Jan 2024 - Present (1 year 4 months)

As Head of Customer Support, I lead and optimize support teams in the iGaming sector. I have developed effective support strategies, trained a team of 5+ agents, and implemented KPI tracking to enhance customer experiences. My role involves creating training materials, streamlining operations, and ensuring collaboration across multiple brands.

KPI Tracking Zendesk Salesforce IGaming Performance Monitoring Customer Feedback Communication AI Tools Trello

Customer Experience Officer

Pepperstone

Aug 2021 - Jan 2024 (2 years 5 months)

In my role as Customer Experience Officer, I resolved client inquiries across various channels and collaborated with internal teams to enhance customer experience. I managed technical issues on trading platforms and maintained high performance in a fast-paced environment.

Customer Management Zendesk Salesforce Technical Support Communication Jira AI Tools

Affiliate Brand Ambassador Specialist

Kpax Marketing Online Ltd

Oct 2020 - Oct 2021 (1 year)

As an Affiliate Brand Ambassador Specialist, I developed personalized marketing campaigns and supported clients with payment process challenges. I built strong relationships within the iGaming space and managed over 80 daily client inquiries.

Marketing Campaigns Client Relationship Management Payment Processing Customer Support Reporting Communication IGaming Customer Satisfaction Team Collaboration

Sales and Marketing Representative

Obey Your Body

Jan 2019 - Aug 2019 (7 months)

In my role, I developed customer loyalty programs and exceeded sales goals by over 15%. I participated in digital marketing activities and collaborated with international sales teams to enhance brand visibility.

Sales Management Loyalty Programs Digital Marketing Team Collaboration Sales Goals Marketing Strategies Communication Customer Engagement International Sales Performance Tracking

Front Desk Receptionist & Executive

Che Lagarto Hostels

Jan 2016 - Jan 2019 (3 years)

I organized cultural and sports events for guests and supported the general manager with sales and reservations. My role involved ensuring guest satisfaction and managing front desk operations.

Event Management Customer Service Sales Support Communication Team Collaboration Problem Solving Multitasking

Retail Sales Associate

Clube Melissa

Dec 2014 - Dec 2016 (2 years)

As a Retail Sales Associate, I assisted customers with fashion-related purchases and participated in marketing and cultural event planning. My focus was on enhancing customer experience and driving sales.

Sales Support Retail Event Planning Marketing Customer Engagement Communication Teamwork Problem Solving Sales Strategies

Education

Degrees, certifications, and relevant coursework

Estácio

Bachelor’s Degree, Tourism and Travel Services Marketing

2019 - 2020

Bachelor’s Degree in Tourism and Travel Services Marketing. Managed over 80 daily client inquiries efficiently and created satisfaction reports to inform strategic decisions.