Alden Smith

About Alden Smith

Customer orientated professional specializing in Customer Operations and user experience…

Experience

1. Director of Operations

   conduet

   Apr 2022 — Present · Jersey City, NJ, US

   Focusing on improving the Sales, Customer Service, Payments & Fraud experience of clients, including, but not limited to: Ownership over the CS teams, Insight and building of Sales teams and Managing our Payments/Fraud teams and processes.Taking knowledge of the industry and translating that into a better customer experience for both client and their patrons. All the while building relationships with current and potential operators.Responsibilities include but are not limited to: Strong knowledge of a multitude of sport & sport business Quickly deciphering sports statistics and information Knowledge of workings of trading in translation to customer queries Ability to create and analyze various reports based on data received Creating and maintaining weekly dashboards for clients Knowledge of key data in relation to sales and customer service Analyzing available reports to create actions and improve teams and strategy Create KPI’s for teams to work towards on sales and customer service teams Analyzing payments data to improve live fail solutions Providing input and strategize in various areas of business Assisting on business development decks and conversations Understanding marketing in relation to iGaming to provide solutions to clients Assist in hiring recruitment strategy of wider business Strong knowledge in the call center area of the business Manage setup of various client teams requested Understanding and communicating state requirements in regards to licensing Understanding and communicating how to solve tier 2 & 3 customer inquiries and be an escalation point for all service teams Providing world-class, personalized customer service and build rapport/relationship across every customer touchpoint Adept to high pressure, fast moving situations Reacting to solve to client needs on the fly Quickly retaining complex state by state processes and information

Education

• Richard Hale School

  English Literature & Religious Studies A-Level (A-C Grade)

  1994 — 2001

Skills

• Social Networking
• Microsoft Excel
• Online Gaming
• Electronic Payments
• Html Emails
• Product Selection
• Statistics
• Online Journalism
• Employee Training
• Sales Process
• Data Entry
• Direct Sales
• Product Development
• Sports
• Usability Testing
• Digital Media
• Customer Service
• Xhtml
• Management
• Mailroom Operations
• Copy Editing
• User Experience
• Social Games
• Account Management
• Business Development
• Survey Research
• Web Authoring
• Customer Relations
• Video Games
• Fantasy Sports
• Website Updating
• Photoshop
• Html
• Football
• Microsoft Word