Gustavo Hernández Chacón
San José
Summary
With more than 10 years of experience in the Online Gaming Industry, specifically in Casino and Poker. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
5
5
years of professional experience
Work History
Affiliate Manager
Commission Kings
09.2023 - 09.2024
- Assessed affiliate performance regularly, providing constructive feedback and tailored action plans for improvement as necessary.
- Spearheaded initiatives aimed at improving the overall affiliate experience through process enhancements and innovative solutions.
- Recruited high-quality affiliates to grow the network, expanding company reach and increasing sales opportunities.
- Setup, manage, optimization of agreements, analyzing ROI benchmarks and proposing campaign improvements to boost acquisition efforts.
- Generate clear, KPIs weekly/ monthly reports to Management.
- Negotiation and experience in deal structures such as RevShare, CPA and Hybrids models.
Casino Account Manager
Now Digital (BetUS)
11.2022 - 06.2023
- Implement controls, Management reports, SOP
- Collaborate with other operational teams (Affiliates, Customer Service, Fraud, Sales, SEO, Marketing)
- Guarantee the process and games functionality to achieve the objectives
- Promote customer service satisfaction to regular players and Affiliates with Bonuses, promotions, and campaigns to retain existing and attract more and new volume of players, affiliates
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Casino & Poker Manager
Nitrobetting.eu
10.2021 - 11.2022
- Company Overview: 100% Crypto site
- (BTC/ mBTC) Deposits, WD's, Integrations, denominations, and games in BTC/mBTC
- Implement controls, reports, SOPs, Security
- Collaborate with other operational teams (Affiliates, Customer Service, Fraud, Sales, SEO, Marketing)
- Guarantee the process and functionality to achieve the objectives
- Promote customer service satisfaction to regular players and Affiliates with Bonuses, promotions, and campaigns to retain existing and attract more and new volume of players, affiliates
- 100% Crypto site
- (BTC/ mBTC) Deposits, WD's, Integrations, denominations, and games in BTC/mBTC
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Casino Manager
YouWager.lv
04.2019 - 09.2021
- In Charge of the day-to-day management of the administrative and gaming area
- Implement controls, reports, SOPs, Security
- Collaborate with other operational teams (Affiliates, Customer Service, Fraud, Sales)
- Guarantee the process and functionality to achieve the objectives
- Promote customer service satisfaction, Bonuses, promotions
- Organized and controlled [Number] blackjack and poker tournaments every month.
- Championed responsible gambling initiatives within the facility, educating patrons about resources available for support should they need assistance.
- Reduced operational costs by negotiating vendor contracts and managing inventory effectively.
- Ensured compliance with gaming regulations by conducting regular audits and maintaining accurate records.
Education
Accounting/ Business Administration -
ILAC
10.2024
CAMCOP - Pivot Tables Advanced EXCEL
01.2023
Scrum Master Certified -
ScrumMasterStudy
01.2021
Scrum Master Fundamentals -
ScrumMasterStudy
01.2021
Skills
- Customer Service (Internal/External)
- Performance Analysis
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team Leadership
- Microsoft Office
- Excel Advanced/ Google Sheets
- Data Analysis
- Multitasking
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Affiliate Manager
Commission Kings
09.2023 - 09.2024
Casino Account Manager
Now Digital (BetUS)
11.2022 - 06.2023
Casino & Poker Manager
Nitrobetting.eu
10.2021 - 11.2022
Casino Manager
YouWager.lv
04.2019 - 09.2021
CAMCOP - Pivot Tables Advanced EXCEL
Scrum Master Certified -
ScrumMasterStudy
Scrum Master Fundamentals -
ScrumMasterStudy
Accounting/ Business Administration -
ILAC
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