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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

  • Developing and designing graphics for online marketing and promotional purposes

  • Crafting and enhancing visual assets for multi-channel, customer-facing communications

  • Updating, managing, and organizing visual and content materials within the CMS

  • Maintaining and refining design templates for recurring campaign needs

  • Creating and distributing customer-focused communications through email, SMS, and OMS

  • Configuring and implementing various bonuses and campaign mechanics using back-office tools

  • Creating targeted segmentations to optimise KPIs

  • Monitoring and improving automated flows across platforms, brands, and devices to enhance UX

  • Assisting in drafting and localising marketing content to align with diverse market needs

Jul 2024 - present

ARM Account Manager

Entain p.l.c., Malta

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

  • Collaborating with internal stakeholders to develop strategic CRM campaigns and tailoring retention solutions to meet client requirements.

  • Proactively identifying upsell and cross-sell opportunities to enhance client satisfaction and revenue.

  • Developing and implementing retention and marketing plans that align with both client and company objectives.

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

  • Addressing and resolving client issues promptly, maintaining a high level of client satisfaction.

  • Collaborating with cross-functional teams to ensure timely and effective resolution of challenges.

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)

  • Graphic & content design of company project documents 
    (presentations, charts, data visualisation) 

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

Sep 2021 - Nov 2023

CRM Account Manager

Gamesys Ltd., Malta

  • Leading retention & promotional campaign projects for high-value clients to increase life-time value within multiple segments of the player pool (planning, execution, evaluation and next-step improvements stages) mainly for the German speaking market

  • Targeting, developing and maintaining lasting relationships with high-value players and those showing potential for the German market

  • Analysing and monitoring player activity and behaviour to identify drops and spikes (from both, the commercial and RG perspective)

  • 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)

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

  • 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

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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