Summary
Overview
Work history
Education
Skills
Scope
Languages
Certification
Timeline
Generic
Mauro Vitorino

Mauro Vitorino

Lisbon,Portugal

Summary

Accomplished Quality Analyst with 4 Years of experience in the Gambling & Casinos industry. Expertise in CS analysis, data analysis, scientific evaluation, and regulatory compliance, delves in Customer Experience, CRM analysis, Responsible Gambling, AML Processes, and Fraud/Risk Assessment.

Demonstrates strong analytical skills and problem-solving abilities, complemented by a proven track record in training and coaching methods.

Proficient in leveraging Power BI, Edgetier, and Scorebuddy for converting data into meaningful, strategic insights.

Graduated in International Relations from ISCSP in Lisbon.


Overview

12
12
years of professional experience
4026
4026
years of post-secondary education
1
1
Certification

Work history

Quality Control Analyst

Kaizen Gaming
Lisbon
03.2023 - 07.2025
  • Administer daily surveillance of all communication channels across Customer Service Department.
  • Analyse data and deliver insights to various stakeholders.
  • Analyse performance of CS agents, prioritising development of communication skills and knowledge via training strategies
  • Deliver feedback and coaching to agents using QMS tools and Live Meetings.
  • Maintain regulation conformity by supervising Q&A internal processes and communication
  • Establish and manage QA scorecards across multiple channels.
  • Ensured timely submission of reports for Stakeholders

Senior CS Agent and RG Officer

Kaizen Gaming
Lisbon
05.2021 - 02.2023
  • Ensured top-tier customer service by eagerly recognising and fulfilling customer needs and preferences.
  • Maintained up-to-date knowledge of policies, procedures, and standards to deliver optimal support and compliance guidelines.
  • Attended to individual complaints receptively and solicited detailed information to clarify issues
  • Mentored agents to maintain compliance with company standards and processes.

Tour Guide

Smiles And Places
09.2020 - 05.2021
  • Organised themed tours for diverse groups and processed group payments efficiently.
  • Explored landmarks and heritage sites to gather historical and architectural insights.
  • Planned detailed itineraries, outlining routes and daily schedules for customer convenience.

Field Sales Representative

Selplus
03.2020 - 09.2020
  • Oversaw role as Sales Representative for DIAGEO, prominent global supplier of alcoholic beverages.
  • Successfully closed deals with high-profile clients through skilled negotiation tactics,.
  • Regularly travelled across regions to meet potential clients, expanding company reach.
  • Built and nurtured long-term client relationships to maximize account spending.



Personalized Sales Specialist

Dielmar, SA
12.2018 - 02.2020
  • Built lasting relationships with clients through customer service interactions.
  • Assisted customers with product selection and sales, recommending items to increase transaction value.
  • Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.

Sales Assistant/Store Manager

Sacoor Brothers
06.2013 - 11.2018
  • Managed staff rosters, ensuring adequate coverage during peak times.
  • Monitored inventory levels consistently to avoid stock shortages or overages.
  • Resolved customer complaints effectively, protecting the store's image and consumer relationships.
  • Coached underperforming employees improving their job performance significantly.
  • Led training sessions for new employees, equipping them with necessary skills and knowledge.

Education

Frequency in Masters Degree - Sports Management

Faculdade de Motrocidade Humana
Lisbon
2012 - 01.2014

Bachelor Degree - International Relations

Instituto de CiênciasSociais e Humana
Lisbon
2008 - 01.2011

Skills

  • Data analysis and scientific evaluation
  • Training and coaching methods
  • Regulatory compliance expertise
  • Analytical skills and problem solving
  • Team collaboration

Scope

  • Sportsbook & Casino
  • AML & Fraud
  • Customer Experience
  • Responsible Gambling

Languages

English
Proficient (C2)

Certification

  • Critical Thinking Strategies for Better Decision - NASBA - 2023
  • Root Cause Analysis: 5 Whys Diagram - Robert Chapman - 2024
  • Pareto Analysis Materclass: Specialist (Accredited) - AIGPE - 2024
  • Complete Google Sheets Course: Begginer to Advanced - Evan Ramsey - 2024
  • AML Training Course - Antony Bellingall - 2025
  • Financial Crime: Processes and Technology Masterclass - Rian Chapman - 2025

Timeline

Quality Control Analyst

Kaizen Gaming
03.2023 - 07.2025

Senior CS Agent and RG Officer

Kaizen Gaming
05.2021 - 02.2023

Tour Guide

Smiles And Places
09.2020 - 05.2021

Field Sales Representative

Selplus
03.2020 - 09.2020

Personalized Sales Specialist

Dielmar, SA
12.2018 - 02.2020

Sales Assistant/Store Manager

Sacoor Brothers
06.2013 - 11.2018

Frequency in Masters Degree - Sports Management

Faculdade de Motrocidade Humana
2012 - 01.2014

Bachelor Degree - International Relations

Instituto de CiênciasSociais e Humana
2008 - 01.2011

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Mauro Vitorino