Gilbert Puente
Operations Director
London
Summary
Experienced leader with a talent for building relationships, blending expertise, adaptability, and a strong commitment to people and purpose. Thrives on challenging the status quo, approaching challenges with enthusiasm and innovation. Known for a collaborative spirit and focus on excellence, fostering teamwork and valuing diverse perspectives to create a culture of respect and trust. Emphasizes honesty and transparency in problem-solving. Proven track record in leading teams, managing complex projects, and achieving strategic objectives while aligning efforts with organizational goals and helping teams thrive.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Director
Digital Outsource Services Unipessoal LDA
London, London
02.2021 - 10.2024
- Established and led new office operations in Portugal, ensuring full compliance with Portuguese labour laws.
- Built and managed multilingual teams, driving business continuity across Spain and South Africa.
Fostered a collaborative team culture while overseeing day-to-day operations. - Leveraged, risk-based strategies to maintain seamless functionality and uphold health and safety standards.
- Developed high-performing teams through mentorship, guidance, and professional growth opportunities.
Director of Operations
Digital Outsource International
London, London
01.2016 - 09.2024
- Established and led a training center and international customer service hub in the iGaming industry, building teams for global market support.
- Oversaw customer support operations across two continents and developed training programs for non-English-speaking customer service representatives.
- Enhanced service quality by introducing best practices through targeted training and coaching.
- Managed business administration projects in Spain, and onboarded BPOs in Sri Lanka and Mexico.
Launched and managed successful operations in Portugal.
Divisional Market Manager
Digital Outsource Services
Cape Town
01.2013 - 12.2016
- Led and developed a 150-member team, reducing attrition through targeted training and career development programs.
- Boosted customer satisfaction by launching in-language service teams, improving satisfaction scores, and streamlining operations for enhanced efficiency.
- Increased promotional impact by collaborating with country managers to implement localized marketing strategies.
- Spearheaded the setup of a dedicated sportsbook customer service centre, leveraging sports-passionate talent.
- Acted as a key liaison between senior management and front-line teams, driving changes to revitalize market growth.
Head: Acquisition Marketing | Social Gaming
Digital Outsource Services
Cape Town
01.2012 - 12.2012
- Managed relationships with Facebook account managers, excelling in both independent and team environments.
- Strong sense of personal responsibility, with excellent verbal and written communication skills.
- Demonstrated ability to learn quickly and adapt to new situations.
Divisonal Market Manager
Digital Outsource Services
Cape Town
01.2010 - 12.2011
- Led a team of 40, generating over $1 million in revenue, thereby transforming a key market into a stable income stream.
- Boosted promotional effectiveness by collaborating with marketing executives to create localized campaigns tailored to diverse regions.
Head of Bingo
Digital Outsource Services
Cape Town
01.2007 - 01.2010
- Launched a new product line, meeting technical standards, market expectations, and budget targets.
- Led a team focused on conversion, retention, and customer service, driving long-term engagement through successful CRM and retention campaigns.
- Achieved early-stage revenue and user acquisition targets.
- Optimized distribution and expanded market reach through strategic collaboration with B2B and B2C partners.
Education
Bachelor of Technology - Management
University of South Africa
South Africa 12.2007 - 12.2007
Skills
Team Leadership
Timeline
Director
Digital Outsource Services Unipessoal LDA
02.2021 - 10.2024
Director of Operations
Digital Outsource International
01.2016 - 09.2024
Divisional Market Manager
Digital Outsource Services
01.2013 - 12.2016
Head: Acquisition Marketing | Social Gaming
Digital Outsource Services
01.2012 - 12.2012
Divisonal Market Manager
Digital Outsource Services
01.2010 - 12.2011
Bachelor of Technology - Management
University of South Africa
12.2007 - 12.2007
Head of Bingo
Digital Outsource Services
01.2007 - 01.2010
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