Hayley Vallejo

CRM Specialist with over 4 years experience in the Online Gaming industry. The products I have mostly managed are online Poker, Bingo and Casino within markets on an international scale, mainly the Spanish, British and US markets.

I worked on the expansion project as their first Country Manager. • Commercial activity & Business Development. • Local marketing campaigns / media buying. • Acquisition & retention. • Local geo-targeted website, newsletter content, user experience. • Communications & marketing strategy. • SEO & linkbuilding strategy. • Product improvement. • Market analysis, presentations & business plans. • CRM. • Data-mining / segmentation plan. • Email marketing. • Networking, affiliate strategy, regulatory updates.

I joined Winzingo in its startup phase in the Spanish market. • Creator of Winzingo’s Loyalty Program. • Analysing customer behaviour patterns and Spanish market. • Segmenting and developing player lifecycles. • Solving operational problems. • Design, analysis and follow-up of strategies. • Acquisition & retention strategies. • Up-selling / cross-selling. • On-call 24/7 personal VIP service. • Organising VIP events. • Developing customer feedback methods. • Product management, profit and loss. • Promotions

• Responsible for company's internationalisation. • Export management • Negotiating with international providers / clients. • Managing representatives / client list. • World travel, representing at industry events. • Market research and scoping for new potential customers. • Assisting in planning new product launches both nationally and internationally. • Achieved 50% sales increase in first 4 months. • Landed deals with 2 representing companies (New York and Hong Kong) each contributed 20% to monthly sales

• Assisting in production planning. • SAP data management and analysis. • Solving logistical problems as well as minor technical issues. • Team organisation. • Working on a tight schedule. • Translating from English to Spanish and vice versa (verbally and written). • Contacting providers and collaborators. • Organising department correspondence and documentation. • Keeping schedule and arranging meetings.

• Customer service via phone, email and chat. • Informing customers about promotions and account status. • Organising payout requests. • Supervising wagers. • Answering Poker related inquiries. • Security screening. • Applying retention methods. • Performing customer satisfaction surveys. • High level of VIP personal assistance and solving their problems. • Analysing VIP customer activity and identifying their preferences. • Reporting stats to head of department. • Contributing ideas for VIP promotions.

• Administrative assistance. • Web content control and editing. • Copywriting. • Email copies. • Gathering information on Spanish and British market preferences. • Reporting information about competitors to the team.

• Tending to customers by phone, email and in person. • Managing data entry. • Administering nonpayment notifications. • Managing and preparing all documentation (loans/credit contracts, etc.) for the Credit Centre’s Managing Director. • Applying anger-management techniques on customers whenever required. • Managing customer safe-deposit boxes and the vault. • Delegating security guards. • Some graphic design assignments to improve the company´s corporate image and arranging advertising when needed.