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I’m a creative, open-minded person with a love for fine arts. I’m patient, persistent, and while I stay focused on the details, I easily see the bigger picture and will create my workflow around it to maximise the success of the project I'm working on.

 

My working style is collaborative and structured: I believe in clear communication, reliable follow-through, and keeping things simple and efficient.

 

Whether I’m working solo or with a team, I’m driven by results and enjoy finding solutions to challenges. I work best with open-minded, solution-oriented people who value partnership and are ready to move their business or project forward with purpose and creativity.

CRM & Graphic Design Executive

Benko Digital Ltd., Malta

  • Leading and owning creative design concept creation from idea to effective visual execution - improving retention rates by 30% through own design strategy and optimized creatives

  • Developing and producing graphics and visual assets for online marketing, multi-channel communications, promotional campaigns and reusable templates - cutting the execution time by half through building a vast portfolio of reusable on-brand promotional images and templates

  • Maintaining and organizing a library of visual assets for multiple brands to achieve efficient workflow

  • Owning the management of end-to-end CRM & Lifecycle campaigns across on-site, email, SMS and push channels, including: planning, execution, QA, analytics and platform management (onboarding, engagement, retention and reactivation) - successfully managing the marketing migration of a brand from a legacy system to a new one

  • Creating and managing segmentation flows, building targeting and A/B testing strategies to grow relevance and for higher conversion - resulting in a 15% increase in email open rates through better segmentation

  • Developing and localizing content, including: copywriting, CTA building, translations (MGA with FR, DE, FI markets)

  • Analysing and reporting on KPIs for campaign and conversion optimization

Jul 2024 - present

Graphic Designer

Kinga Kapitany Design - part-time self-employment, Malta

  • Leading and developing creative concepts for SMEs within the European markets remotely (branding, logo, marketing visual assets, creative storytelling, social media creative assets) - 5+ successfully executed projects

  • Building a reliable and recurring client base within 1 year

Jan 2024 - present

CRM Account Manager

Entain p.l.c., Malta

  • Building and maintaining strong, long-lasting relationships with key clients

  • Developing strategic CRM campaigns and tailoring retention solutions to meet high-value client requirements - resulting in 10% client retention increase through personalised and segmented engagement strategies

  • Successfully optimized CRM workflows, reducing campaign execution time by 30%

  • Analyzing market trends and competitor activity to identify opportunities for growth and innovation

  • Making sure that all sales and marketing efforts are aligned with Responsible Gaming standards

Nov 2023 - Jul 2024

Project Coordinator

SIXT International Services GmbH, Malta

  • Project management - establishing project goals, coordinating the project flow and liaising with involved parties, as well as delivering and reflecting on the results of the project (Waterfall, Agile) - successfully coordinating 100+ projects, delivering them on time and within scope

  • Graphic & content design of financial and marketing project documents (presentations, charts, data visualisation, brand awareness documents) - designing and building a high-impact reporting dashboard that improved decision-making efficiency for higher management

  • Supporting C-level management with day-to-day projects in the Financial Projects, Tax, Accounting, GRC and marketing departments

  • Successfully led a major process optimisation initiative, reducing project turnaround time significantly

Sep 2021 - Nov 2023

VIP Account Manager

Gamesys Ltd., Malta

  • Targeting, developing and maintaining lasting relationships with key clients and those with potential

  • Leading retention & reactivation campaigns for high-value clients to increase life-time value within multiple segments of the player pool (planning, execution, evaluation and next-step improvements stages - DE market) - boosting high-value player engagement by 40% through targeted retention strategies 

  • Analysing and monitoring player activity and behaviour to identify drops and spikes (from both, the commercial and RG perspective) - resulting in increased campaign effectiveness by implementing a new segmentation approach

  • Creating, translating and proof-reading content for campaigns in the English and in the German languages

  • Setting up, cross-checking, executing and evaluating campaigns in CRM tools (Optimove, Oracle and direct channels on own website) while streamlining marketing operations and reducing manual campaign setup time by 40%

May 2020 - Aug 2021

Senior Customer Support Advisor

GiG Ltd., Malta

  • Providing high-quality customer service via live chat and emails

  • Training newcomers on-shift, assisting with complex issues and coordinating workflow on-shift to support management and colleagues - resulting in reduced resolution time for high-priority cases by 30% and improving customer satisfaction scores

  • 2nd line technical support for game play errors and complaints 

  • RG Ambassador on-shift according to MGA, UKGC and SGA licences

  • Proactively working on process optimisation for CS-workflows in line with management expectations while implementing own workflow improvements that decreased customer wait times by 20% 

Nov 2018 - Mar 2020

Customer Service Representative

ComeOn! Ltd., Malta

  • Addressing account holders' requests related to bonus inquiries, promotion issues, account changes, closures, limits, and technical matters in accordance with compensational standards, internal rules, and the regulations of MGA

  • Ensuring the highest level of customer satisfaction by resolving queries and issues promptly during the initial contact

  • Achieving defined performance requirements and pre-established targets to enhance customer service quality

  • Working collaboratively with internal teams to ensure seamless coverage and maintain service levels

  • Handle customer complaints at the highest level, demonstrating empathy and effective resolution skills

Jun 2018 - Oct 2018

Technical Breakdown Coordinator

Volvo Group Trucks, Belgium

Feb 2016 - May 2018

  • Offering high-quality translation services to customers, facilitating effective communication regarding technical breakdowns and maintenance needs for their vehicles

  • Efficiently coordinating service and maintenance activities, ensuring seamless communication between customers and technical teams for optimal operational outcomesProviding excellent customer service at all times, utilising strong communication skills to address customer inquiries and concerns

  • Managing complaints at the highest level, ensuring resolution for both customers and dealerships

  • Acting as main responsible person for extreme and/or complicated vehicle breakdowns in German-speaking areas for Eastern European customers

  • Assisting the team leader in organising team activities and team-building events to foster a collaborative and motivated work environment

Full employment history is available upon request

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