Molly Kingdon

• Provided first point of contact and customer interactions via Live Chat using various software tools, such as Intercom and Salesforce, to manage conversations with customers and promoted high customer satisfaction by resolving problems with fast, knowledgeable, and friendly service.
• Maintained a comprehensive knowledge of all current sporting and racing events taking place locally, nationally, and internationally.
• Maintained up-to-date knowledge of companies terms and conditions, ensuring compliance and accuracy in customer interactions.
• Ensured effective and professional communication between managers, other CS team members, and trading team on customer interactions and escalations.
• Obtaining and safely storing sensitive client information, such as personal identification information, financial information, login credentials, and legal documents.
• Knowledge around different software tools used within the industry, such as Slack, Punters Tech, Intercom, Sales Force, Zendesk, and Green ID.
• Utilizing official resulting websites to correctly result sporting and racing markets in a timely manner.

Responsible Gambling Agent (Team Leader)

• Key stakeholder of NT licensing, ensuring all codes of practice and codes of conduct are adhered to in line with the NT regulator.
• Hosted and conducted weekly RG meetings to raise and discuss any new updates to the NT code of practice and conduct, provide live client examples, and discuss clients who may be raising concerning RG red flags via Live Chat or client betting activity.
• Creating and assembling a digital social media profile for VIP and Good Clients, tagged by the trading team.
• Sending manual RG check-ins to clients based on various RG red flag triggers keeping a clear and up-to-date register of manual client interactions, including date, time, client details, reason for check-in, etc.

• Phone betting operator - confirming client details, fast codes, and accurate read-backs.
• Liaise with different departments, such as Finance, compliance, traders, and account managers, to assist with customer accounts and betting enquiries.
• Monitor events to ensure resulting settlements are processed in a timely manner, while also ensuring correct results via official and third-party resulting sites.
• Maintaining thorough and accurate customer service records while handling sensitive client information, such as personal identification, financial records, legal documents, and login credentials.
• Knowledge of how to use different software systems such as Zendesk, Slack, Trading tools, Remote desktop and Frankie.

• Phone betting operator - confirming client details, fast codes, and accurate read-backs.
• Liaise with different departments, such as Finance, compliance, traders, and account managers, to assist with customer accounts and betting enquiries.
• Investigate and resolve customer inquiries and complaints in a timely and professional manner.
• Maintaining thorough and accurate customer service records while handling sensitive client information, such as personal identification, financial records, legal documents, and login credentials.
• Knowledge of how to use different software systems, such as Zendesk, Slack, trading tools, remote desktop, and Frankie.
• Assisting in completing customer security checks, account inquiries and creation, responsible gambling concerns, and payment/transaction issues.
• Maintaining my performance and creating new targets/KPIs with monthly 1-on-1s with management.

• Conducted daily store operations, including opening and closing procedures and cash handling.
• Monitored inventory levels and placed orders to restock shelves.
• Organized promotional events to increase product awareness with monthly VM (changing out store theme, promotions, and updated seasonal stock).
• Recruited, trained and supervised new employees.
• Created weekly work schedules for store personnel.
• Managed daily banking activities such as deposits and withdrawals.

• Greeted visitors and provided them with assistance, provided current and accurate information regarding the company.
• Answered incoming calls, took clear and accurate messages, and transferred calls to appropriate departments or personnel.
• Scheduled appointments for clients, customers, and other visitors.
• Performed data entry for new and existing clients while handling sensitive client information.
• Obtained wholesale vehicles under company name, entered data to show incoming and outgoing stock.
• Obtaining private and confidential information from clients, partner lenders, employers, and rental agencies.
• Responding to all incoming messages via email and social media pages.
• Completed action tasked in a correct and timely manner, or at the requested deadline, while providing daily reports to the manager.