Michelle Fester
Cape Town,Western Cape
Summary
A seasoned Customer Intelligence & Responsible Gambling Analyst with extensive experience in customer behaviour analysis, responsible gambling strategy development, and compliance adherence. Demonstrates exceptional accountability and execution in optimising user experience and player protection through data-driven insights and cross-functional collaboration. Adept at managing high-pressure environments and ensuring regulatory compliance. Strong communication skills, problem-solving abilities, and business awareness underpin a commitment to enhancing customer service excellence. Career goals include advancing responsible gambling initiatives while leveraging analytical expertise to drive sustainable growth in the gaming industry.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Intelligence & Resp. Gambling Analyst
Moonspin
Cape Town, South Africa
12.2023 - Current
- Customer Intelligence Analysis: Conduct in-depth analysis of customer behaviour and trends, utilizing customer segmentation, profiling, and predictive analytics to optimize user experience, engagement, and retention for Bally’s Sportsbook.
- Responsible Gambling Strategy Development: Develop and implement responsible gambling policies tailored to our client, ensuring alignment with both regional and national regulations while prioritizing player safety and well-being.
- Compliance & Regulatory Adherence: Ensure compliance with American gambling laws and regulations, including state-specific requirements, ensuring clients operates within legal boundaries across various jurisdictions.
- Data Reporting & Insights: Analyze player data to detect early signs of problematic gambling, providing detailed reports and actionable insights that support both customer intelligence initiatives and responsible gambling strategies.
- Risk Management & Player Protection: Monitor player activity and identify at-risk behaviours, implementing proactive intervention measures such as self-exclusion, deposit limits, and time restrictions to protect players and ensure responsible gambling.
- Cross-Functional Collaboration: Collaborate with Bally’s Interactive Compliance Team, product, and customer support teams to integrate customer intelligence findings and responsible gambling measures into player journey.
- Training & Awareness: Educate internal teams on compliance standards, customer intelligence, and responsible gambling practices, ensuring alignment with legal requirements and fostering a culture of player safety and responsible gaming.
- Utilised advanced Excel functions to manipulate large datasets for insightful reporting.
- Streamlined data collection processes, significantly reducing errors and improving data quality.
- Contributed to team projects by providing key analytic insights.
- Maintained utmost accuracy whilst handling sensitive data,.
- Coordinated high-volume workflow to complete simultaneous high-value and projects.
- Collaborated across departments for cohesive report development.
- Collaborated with cross-functional teams to implement operational improvements and business strategies.
Responsible Gambling Specialist
Digital Outsource Services
Century City, Cape Town , South Africa
07.2021 - 10.2023
- Provide support in all Responsible Gaming related queries
- Specializing in compliance and license related matters where responsible gambling is concerned
- Monitoring and protecting "At Risk of Harm" customers
- Contacting customers for compliance or responsible gambling related issues
- Performing appropriate actions on accounts in terms of Responsible Gambling
- Conducting Customer Interaction Process reviews
- Informing the Responsible Gambling Team Leader of any higher-level interventions
- Customers at Risk: Conducting follow up calls to Customers who come in via the call centre mentioning suicide or self-harm
- Provide compliance and responsible gaming query direction to the Customer Service Centre across all regions
- Liaises with all Compliance Specialists should the need arise
Customer Service Host
Digital Outsource Services
Century City, Cape Town , South Africa
09.2016 - 07.2021
- Providing world-class service to all of our players of online gambling
- Responding to all incoming player queries, via all contact mediums including but not limited to: calls, live chat, e-mail, Social Media, WhatsApp
- Making ‘first-contact-resolution’ on all customer queries
- Ensured that all communication and volume received during the respective shift was dealt with in the required timeframe and manner
- Followed company policies and procedures to ensure the retention of all players
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training was requested when the need arose
- Followed company policies and procedures when recording all communication with our players
Customer Service Champion
Capitec
Parow, Cape Town , South Africa
07.2015 - 04.2016
- To welcome the clients and coordinate the branch flow through efficient queue functioning, ensuring the correct client documentation is available, and addressing client flow problems promptly.
- Make sure there is efficient queue functioning
- Providing excellent client service by assisting clients at the ATM and to complete transactions on any remote or self service channels.
Education
NQF 4 -
The Settlers High School
Cape Town 12.2009
Skills
- Strong communication skills
- Accountability
- Ownership
- Critical thinking
- Business awareness
- Customer complaint handling
- Data processing
- Critical analysis
- Data collation
- Customer communications
- Complaint resolution
- Problem-solving
- Data analysis
- Analytical mindset
- Microsoft excel expertise
Languages
English
Native language
English
Native
Afrikaans
Fluent
Certification
Microsft Excel- from beginner to advanced 2024
Referees
- Moonspin: Lazelle Langenhoven, Head of Compliance Operations, 0813154493
- Digital Outsource Services: Danielle Van Wyk, 0727532727
- Capitec Bank: Xavier Alexander, 0728243245
Timeline
Customer Intelligence & Resp. Gambling Analyst
Moonspin
12.2023 - Current
Responsible Gambling Specialist
Digital Outsource Services
07.2021 - 10.2023
Customer Service Host
Digital Outsource Services
09.2016 - 07.2021
Customer Service Champion
Capitec
07.2015 - 04.2016
NQF 4 -
The Settlers High School
Similar Profiles
Mogammat-Shafiek LaskerMogammat-Shafiek Lasker
Customer Service Representative at MoonspinCustomer Service Representative at Moonspin
Brad ArrisonBrad Arrison
Responsible Gambling Host at MoonSpinResponsible Gambling Host at MoonSpin
Fernando LevendalFernando Levendal
Storeman at Jeffart SignsStoreman at Jeffart Signs