Edwin Kamau

Four years in my current role in the Trading Department and three years in other departments, I've had extensive experience in customer service, social media and Sports Trading. I have developed strong communication, attention to detail, problem-solving, good analytical and high level of numeracy skills.

I believe these skills, combined with my past experience and deep knowledge on Customer Service, Social Media Marketing would contribute substantially to my new role. 

I am also a hands-on leader who is not afraid to roll up my sleeves and get the work done. I have a strong work ethic and I am always willing to go the extra mile to achieve success. 

I would bring an organized, smart, detail oriented and efficient mindset to my new role.

2018 - Present:

Company: MILESTONE GAMES LTD (SPORTPESA)

Position: SPORTS TRADER/BOOKMAKER

Duties and Responsibilities:

● Calculating, communicating odds to customers and handling general information requests.

● Facilitate and collect bets on sporting and other events via computerized systems.

● Monitor pre-match and live odds of the offered content

● Observe odds market movements and react accordingly

● Price events in a timely manner

● Manage and monitor risk of worldwide sporting events

● Advertising & marketing.

● Assist the customer support team with sports betting knowledge and answering our operator queries

● Report customer incidents occurring in betting areas

● Explain and interpret house rules such as game rules or betting limits

● Creating the visual aspects of the game at the concept stage

● Working closely with team members to meet the needs of a project

● Review betting accounts or collection reports for accuracy

● Regularly monitor the local, national and international sports betting environment and develop proactive and practical plans to minimize the impact of competitors.

● Contribute to the development and launch of new sports betting products by providing information and research data.

● Monitor game operations to ensure that house rules are followed and government policies are adhered to and that employees provide prompt and courteous service

● Monitoring product performance, trading Risks and Business review.

● Implementing AML strategies and performing due diligence and EDD in line with

Regulatory controls and internal risk management controls.

2015(October) to 2018;

Company: PEVANS EAST AFRICA LTD (SPORTPESA)

Position: Social Media & Customer Service Executive for Sportpesa

Duties and Responsibilities on Social Media (Team Lead):

· Developing brand awareness and online reputation.

· Monitoring, listening and responding to users in a “Social” way while cultivating leads and sales.

· Becoming an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate.

· Develop organizational elements in order to implement a proactive process for capturing happy, loyal customer online reviews.

· Monitor effective benchmarks (Best Practices) for measuring the impact of social media campaigns. Analyze, review, and report on effectiveness of campaigns in an effort to maximize results.

· Content creation and management: content marketing.

· Engaging in dialogue and resolving customer issues.

· Increase quality, effectiveness, and efficiency within Customer Support, as well as collaborate and communicate between teams to align best business practices

· Help the team focus on why they’re doing what they’re doing, and also make sure they can see how their work brings us closer to our goals.

· Analyzes performance of social content and incorporate insights into future content decisions.

· Create reports on social posts performance.

· Report on day-to-day team performance.

Duties and Responsibilities on Voice:

● Answer inbound calls to assist clients with specific complaints and inquiries.

● Build customer' interest in the service and products offered by the company.

● Ensure customer satisfaction and retention through First Call Resolution.

● Adhere to Data Protection policy with regards to confidentiality of customer details.

● Recognize opportunities for cross selling to customers, by advising on new and existing services which may suit their requirements.

● Patiently listening and responding to customer queries.

● Acquiring a good understanding and knowledge of our products, including the specific functions of sports betting as well as the tools used for each product.

● Working rotating shifts or specified hours to handle the daily customer support workload.

● Being up-to-date with promotions, competitions and special offers that we promote to our customers.

● Creation and maintenance of standard responses to frequently asked questions and upcoming situations.

● Reporting of urgent matters such as downtime and multi-user problems to third parties, Team Lead and the Customer Services Supervisor

● Requesting assistance with requests that one is not able to solve him/herself and escalating where necessary.

● Assisting the Team Lead, the Customer Services Director and Product Managers in marketing campaigns conducted through email, telephone, the website, or any other type of media.