Nicole Campano

• Control and direct the operations of internal departments and outsourcing companies to ensure alignment with business goals.
• Design, implement, and optimize procedures across various operational departments to enhance productivity.
• Develop and analyze customer segmentation strategies and lifecycle campaigns to optimize customer experiences.
• Conduct in-depth analysis of customer behavior to improve overall user experience and retention.
• Continuously adapt team competencies to align with operational needs and strategic business initiatives.
• Define KPIs and performance targets to drive team performance and achieve business objectives.

• Manage a team of over 100 employees across multiple departments and locations, including Global Customer Success, Sales, and VIP CRM.
• Established a Knowledge Base team responsible for creating processes, onboarding training, and quality assurance across various operational departments.
• Oversee the execution and optimization of multichannel CRM campaigns, onsite promotions, events, and customer lifecycle initiatives.
• Direct and manage the department’s budget to ensure financial efficiency and alignment with organizational goals.
• Lead strategic projects to optimize CRM systems, task management tools, and overall user experience.

• Established strategies and KPIs while creating and implementing operational procedures to improve organizational performance.
• Developed and provided comprehensive training materials and resources, ensuring compliance across departments, including CRM, Payments, KYC, Fraud and Risk, Customer Support, VIP, Sales, and HR.
• Focused on optimizing sports betting and casino product operations to drive business growth and enhance user experience.

Key Achievements:

• Achieved a 132% increase in average monthly first depositors.
• Realized an 80% increase in average unique monthly depositors.
• Delivered a 21% increase in average monthly net revenue

• Managed a multi-language customer support, sales, and retention team of 22 employees, ensuring high performance and exceptional service delivery.
• Created and analyzed sales and retention promotional plans to drive customer engagement and revenue growth.
• Provided strategic consulting, including business plan development and sales strategy formulation, to align with organizational objectives and market trends.
• Led cross-functional initiatives to improve customer satisfaction, retention rates, and overall business performance.

• Supervised and managed the daily operations of the VIP support team, ensuring a seamless service experience for high-value clients across multiple shifts.
• Coordinated team activities, ensuring that all customer inquiries and issues were addressed promptly and efficiently.
• Trained and mentored support staff to enhance their skills and ensure consistency in providing excellent customer service.
• Analyzed performance metrics and customer feedback to identify areas of improvement and optimize the VIP customer experience.
• Collaborated with senior management to implement strategies aimed at improving customer satisfaction, retention, and overall service quality.

• Coordinated and executed marketing campaigns across various channels to increase brand visibility and customer acquisition.
• Managed the creation and distribution of marketing materials, including digital content, email campaigns, and promotional materials, ensuring consistency with brand messaging
• Analyzed campaign performance data and customer insights to optimize marketing efforts and achieve key performance indicators (KPIs).

• Providing customer service, retention and sales to Spanish Market.
• Established strong customer relations with VIP customers.
• Expanded customer base and boosted profit within product line.

• Recruiting and managing business negotiations with new affiliates.
• Setting and optimizing affiliate campaigns
• Build and maintain customer relationships in order to understand their needs and business priorities.
• Handle business deal tracking, monitoring, closing, and other related activities as needed.