Jorge Cadona
Melbourne,VIC
Summary
Driven Relationship Manager with 7 years' experience in wagering Industry and committed to providing high-quality service to TABX customers with unrivalled experiences. Positive, infectious personality with excellent interpersonal and relationship-building skills to improve customer satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
TABX Experience Manager
Tabcorp
03.2021 - 07.2024
- Developed long-term relationships with customers through personalised interactions.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in an timely manner.
- Developed key initiates on customer cohort to drive commercial value for TABX segment
- Monitoring of customer activity and behavior to provide Responsible gambling practices
- Reporting of key metrics on customer cohort to provide commercial value to management
- Worked with key stakeholders to deliver projects such as Saleforce upgrades and TAB Pick & Win competition
Relationship Manager
Sportsbet
06.2018 - 12.2020
- Managed portfolio of 270 high net worth (HNW) clients.
- Built customer trust by addressing concerns and needs using targeted problem-solving.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Worked with Premium and CRM departments to facilitate communication and deliver personalised solutions to customers.
- Monitored Salesforce systems carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Provided (HNW) customers with exceptional service via events and experiences.
Customer Service Representative
Sportsbet
01.2017 - 06.2018
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Trained new personnel regarding company operations, policies and services.
Betting Operator
Sportsbet
11.2016 - 01.2017
- Demonstrated competent skills in operating systems to create seamless experience for customers
- Provided exceptional service with quick and correct bet placement on behalf of customers
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained professional and effective working relationships.
Education
Bachelor of Business Sports Management - Business Management
Deakin University
Melbourne, VIC12.2024
Skills
- Customer portfolio management
- Relationship building and management
- Industry and product knowledge
- Customer risk management
- Hosting events and experiences
- Proactive communication
- Leadership
- Problem-Solving
Timeline
TABX Experience Manager
Tabcorp
03.2021 - 07.2024
Relationship Manager
Sportsbet
06.2018 - 12.2020
Customer Service Representative
Sportsbet
01.2017 - 06.2018
Betting Operator
Sportsbet
11.2016 - 01.2017
Bachelor of Business Sports Management - Business Management
Deakin University
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