Summary
Overview
Work History
Skills
References
Timeline
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Mark Puniani

Summary

I am a results-oriented Contact Centre Manager with a demonstrated history of working in gaming and wagering with over 17 years of experience in customer service. My roles have included Customer Service Operator, Supervisor, Team Leader, Manager and Head of Customer Service at Betfair. I have a proven track record of enhancing customer satisfaction, streamlining operations, and leading high-performing teams. I am adept in developing and implementing strategies to improve service delivery and operational efficiency.

Overview

18
18
years of professional experience

Work History

Head of Customer Service

Betfair Pty Ltd
08.2019 - 06.2024
  • Develop and implement customer service strategies that align with company goals and responsible gambling initiatives
  • Collaborate with compliance and legal teams to ensure adherence to responsible gambling regulations and best practices
  • Analyse customer feedback and trends to improve service offerings and enhance customer satisfaction
  • Conduct training programs on responsible gambling for CS staff to ensure knowledgeable and ethical interactions with customers
  • Manage customer service operations, including resolution of escalated issues and implementation of service improvements.

Customer Service Manager

Betfair Pty Ltd
05.2018 - 08.2019
  • Supervised a team of 30 customer service representatives, providing guidance and support to ensure high performance, fostering a positive work environment and promoting professional development
  • Established key performance indicators (KPIs) and metrics to monitor and enhance team performance
  • Coordinated with marketing and product teams to support promotions and initiatives
  • Implemented a comprehensive customer feedback system to gather insights and drive continuous improvement in service delivery
  • Assisted in the development of policies and procedures related to customer service and responsible gambling
  • Responsible for the performance of the Customer Service team and the delivery of exceptional service and support, both to our customers and internal stakeholders in the company
  • Worked closely with Team Leaders to recruit, train, and develop high-performing staff, ensuring best-in-industry Customer Service standards.

Customer Service Team Leader

Betfair Pty Ltd
09.2017 - 05.2018
  • Led the setup of a new Customer Service Contact Centre, relocating the contact centre from Hobart to Darwin
  • Recruited and trained a new team, developing them into an effective Customer Service department
  • Provided coaching and mentoring to team members, fostering professional growth and development
  • Monitored team performance, utilising KPIs to drive improvements and maintain high service levels
  • Collaborated with management to develop training programs focused on responsible gambling and customer care
  • Resolved complex customer issues, ensuring customer satisfaction and retention.

Customer Service Supervisor

Betfair Pty Ltd
01.2012 - 09.2017
  • Supervised daily operations of the customer service team, ensuring efficient and high-quality service delivery
  • Managed team scheduling, performance reviews, and ongoing training initiatives
  • Implemented customer service policies and procedures to enhance operational efficiency
  • Addressed and resolved escalated customer issues, maintaining customer satisfaction
  • Analysed customer feedback to identify areas for service improvement and team training needs.

Customer Service Operator

Betfair Pty Ltd
01.2006 - 01.2012
  • Provided front-line support to customers, handling inquiries, and resolving issues promptly and effectively
  • Utilised company systems to process transactions and update customer records accurately
  • Maintained a high level of product knowledge to assist customers effectively
  • Contributed to team performance targets by achieving individual performance goals
  • Participated in training sessions to stay updated on product and service changes.

Skills

  • Contact Centre Management
  • Team Leadership and Development
  • Customer Relationship Management (CRM)
  • Performance Analysis and Improvement
  • Operational Efficiency
  • Policy and Procedure Development

References

Available upon request.

Timeline

Head of Customer Service

Betfair Pty Ltd
08.2019 - 06.2024

Customer Service Manager

Betfair Pty Ltd
05.2018 - 08.2019

Customer Service Team Leader

Betfair Pty Ltd
09.2017 - 05.2018

Customer Service Supervisor

Betfair Pty Ltd
01.2012 - 09.2017

Customer Service Operator

Betfair Pty Ltd
01.2006 - 01.2012

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Mark Puniani