Silvia Castro
Senior VIP Account Manager
Seixal
Summary
Results-driven and strategic account manager with extensive experience in cultivating long-term relationships and retaining top-performing accounts within the i-Gaming industry. Passionate and seasoned professional skilled in building and expanding connections. Proven ability to foster strong, mutually beneficial relationships with clients. Exceptional work ethic and self-motivation drive consistent delivery of high-quality results, consistently meeting and exceeding stringent targets and deadlines. Committed to ensuring exceptional client satisfaction and loyalty.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior VIP Account Manager
Skillonnet
10.2024 - Current
- Identify and assess customers’ needs to achieve satisfaction above normal standards.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Take the extra mile to engage customers through various platforms.
- Arrange activities tailored to customers’ preferences in the designated market, e.g. sport events.
- Go above and beyond when engaging with customers.
VIP Account Manager - Portuguese Market
Medier Agency
03.2024 - 10.2024
- Monitored and analyzed customers' behavior while maintaining personalized relationships with VIP clients, ensuring the satisfaction of their needs.
- Assessed bonus eligibility by monitoring customers' performance and behavior
- Ensure that products’ compliance is being followed according to relevant regulations
- Managed a portfolio of high-value accounts, ensuring exceptional service levels and customer satisfaction.
- Liaised with other departments to ensure seamless service delivery and address any operational challenges affecting VIP clients.
- Provided timely and accurate responses to client enquiries, resolving issues promptly to maintain trust.
VIP Account Manager - Portuguese Market
Betano - Kaizen Gaming
12.2019 - 02.2024
- Build strong relationships with key players to ensure highest level of retention through knowledge of customers, player behaviors, interests and dislikes
- Managed a portfolio of high-value accounts, ensuring exceptional service levels and customer satisfaction.
- Answer any day-to-day queries, requests and complaints and ensuring they are handled in a timely and professional manner
- Be available 24/7 for high-end VIP players
- Set up bonuses for VIP players according to guidelines
- Manage all aspects of the relationship with the player, including but not limited to gifting, hospitality events, administrate available tickets and handle invitation process
- Participated in customer engagement at events
- Daily/weekly/monthly communications, queries, contacts, and escalations
- Liaise with other teams and departments to find proper solutions
VIP Account Manager - Portuguese and Australian Markets
Bwin Premium
04.2015 - 08.2016
- Identify needs among VIP clients and attract new potential VIP´s
- Represent customers internally as a stakeholder in feature development and the marketing roadmap
- Work closely with customer services, marketing and operations to ensure the VIP customer experience is at the highest possible level
- Monitor and analyze high value players and take appropriate actions to ensure maximum value through their life cycle
- Communicate with customer service teams to ensure optimization of player management
- Administrate available event tickets and handle invitation process in collaboration with sponsoring teams
- Organize VIP events in close collaboration with travel agencies and attend events as required
Customer Service Agent - Portuguese Market
BetClic Everest Group
10.2012 - 03.2015
- Engaged with customers via email and live chat to assist them with a wide range of queries involving financial matters, functional concerns, and technical difficulties across various areas, such as sports betting, poker, casino games, live casino options, rewards promotions, and loyalty schemes.
- Supported the Risk & Fraud and Finance Departments by conducting fraud checks, optimizing processes, and verifying documents
- Worked closely with the VIP Department to ensure timely resolution of customer issues.
Content Executive - Portuguese and Brazilian Markets
slando.pt / slando.com.br
12.2007 - 09.2012
- Increased effectiveness of online communication by managing and improving online content, as well as screening adverts
- Maintained adherence to legal and regulatory standards for all content
- Developed strategies to identify and mitigate instances of spammer-generated online flooding
- Designed and implemented effective Media Social Marketing strategies
- Streamlined language exchange process by offering precise translations for both written and spoken materials in Portuguese and English.
- Assisted and aided website users with their inquiries
Education
Multimedia - Multimedia
Technical College of Image & Communication - _Etic
Lisbon 09.2003 -
Skills
Broad knowledge of account management
Customer retention strategies
Complaint management
Strong communication skills
Problem analysis and problem solving attitude
Confident communicator
Organizational skills
Timeline
Senior VIP Account Manager
Skillonnet
10.2024 - Current
VIP Account Manager - Portuguese Market
Medier Agency
03.2024 - 10.2024
VIP Account Manager - Portuguese Market
Betano - Kaizen Gaming
12.2019 - 02.2024
VIP Account Manager - Portuguese and Australian Markets
Bwin Premium
04.2015 - 08.2016
Customer Service Agent - Portuguese Market
BetClic Everest Group
10.2012 - 03.2015
Content Executive - Portuguese and Brazilian Markets
slando.pt / slando.com.br
12.2007 - 09.2012
Multimedia - Multimedia
Technical College of Image & Communication - _Etic
09.2003 -
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