Eva Lyne Serviento

• Implemented performance management strategies, improving key metrics like CSAT, FCR, and AHT through data-driven coaching and structured feedback loops
• Worked closely with Compliance, WFM, Knowledge base, and Quality Assurance (QA) teams to refine operational processes to enhance efficiency, consistency, and compliance
• Optimized workforce allocation, reallocating resources between teams to reduce costs and improve efficiency, particularly in high-demand periods
• Led recruitment and onboarding, building high-performing teams and improving team retention
• Drove employee engagement and retention, reducing attrition rates through leadership training and career development programs
• Ensure quality standards are consistently met, addressing non-compliance through structured corrective actions

Achievements & Key Projects

UK / IE (Highly regulated market with strict compliance requirements)

April 2019 - June 2023

• Led a 20-member team in a top-tier gambling jurisdiction, ensuring 100% compliance with GDPR and UK Gambling Commission regulations
• Spearheaded the relocation of operations during the pandemic, ensuring a smooth transition without service disruption
• Led cost-saving initiatives by reallocating staff, supporting the Korean team's withdrawal processes, reducing costs and improving efficiency
• Facilitated daily case studies, improving team productivity and engagement
• Committed to social responsibility, ensuring customer protection, responsible gaming, and compliance with UKGC regulations.
• Reporting to the Director of Customer Services

India and other English-Speaking Markets (High-volume customer base with diverse service expectations)

July 2023 - Jan 2025

• Managed a 90+ agent and 6 assistant manager team supporting high-volume inquiries across India and other English-speaking markets
• Collaborated with the WFM Data Analytic team to develop a custom call center dashboard, providing real-time metrics that supported strategic decision-making and performance management
• Achieving a 10% increase in first call resolution rate through effective coaching and feedback
• Achieving a 20% increase in customer satisfaction ratings through effective training and performance management.
• Reporting to the Associate Director of Customer Services

Southeast Asia - TH, ID, VN , CN (Fast-growing, multilingual market with scalability challenges)

May 2015 - May 2019

• Established a high-performing multi-territory support team from scratch, managed the full cycle of recruitment, onboarding, and training while implementing region-specific workflows to ensure seamless service delivery. Led and managed a team of 42 agents and 6 assistant managers
• Developed 30 - 60 - 90 onboarding processes, reducing new hire ramp-up time by 20%
• Spearheaded assimilation efforts to streamline operations across regions, enhancing team synergy and efficiency
• Strategically allocated staff to support User Acceptance Testing (UAT), optimizing resource utilization and reducing costs. This initiative minimized the need for external resources, streamlined testing processes, and improved operational efficiency
• Reporting to the Director of Marketing

• Mentor, coach, and manage staff performance to ensure outstanding customer service delivery
• Provide guidance and support for team members' personal and professional development
• Collaborate with the team to ensure adherence to processes and procedures
• Motivate and influence team members to maintain high engagement and productivity
• Oversee daily operations, ensuring smooth execution of tasks and team alignment
• Set clear team goals and expectations to drive accountability and performance

• Oversee the overall quality assurance and audit program for customer interactions and agent performance
• Ensure quality standards are consistently met, addressing non-compliance through structured corrective actions
• Lead regular quality reviews, analysing trends and providing actionable insights to improve performance and customer satisfaction

• Delivered exceptional support through phone, email, and live chat, ensuring prompt and accurate resolutions to customer inquiries
• Maintained a high level of professionalism and empathy in every interaction
• Acted as the primary point of contact for escalations, ensuring timely and effective issue resolution
• Provided guidance and support to agents to maintain high service standards

• Provide exceptional customer support through phone ensuring prompt and accurate resolutions
• Deliver personalized solutions to enhance customer satisfaction and retention
• Handle escalations professionally, ensuring timely and effective issue resolution
• Maintain high levels of performance by meeting or exceeding KPIs, including CSAT, AHT, and FCR