JUAN MIGUEL UMALI

In July 2024, I assumed the role of Director of Operations for Fanatics Betting and Gaming's customer service and back-office support operations in the Philippines. In this capacity, I work closely with the CEO of the Philippines operations to ensure the effectiveness of our customer service, trading, and marketing teams in supporting Fanatics Betting and Gaming's global operations, business goals, and overall success.

In July 2023, I was promoted to Director of Governance for PB Philippines operations and joined the Operations Excellence Executive team (OEE) under the Philippines CEO. In this role, I am responsible for overseeing governance, strategy, evaluation, and reporting for the 14 departments within the Philippines teams. My focus is to ensure alignment with the organization’s governance objectives while supporting PH managers in achieving their departmental goals and development plans.

In September 2018, I began my role as the Philippines Team Operations Manager for PB Tech & Advisory (under KMC Solutions Inc.), overseeing the overall operations of the PointsBet BPO team based in Manila. My responsibilities included managing the team, ensuring the delivery of high-quality back-office support and exceptional customer service for the sportsbook.

The Philippines team handled a range of tasks, including addressing customer queries via email and chat, conducting risk and fraud analysis through ID and account verification, client profiling, and encoding data for live events in racing, sports, online gaming, and casino.

In September 2017, I was promoted to Deputy Manager of Manila Commercial, reporting directly to the Director of Commercial in Sydney and acting as a key point of contact for stakeholders in both the Philippines and Sydney. In this role, I was responsible for overseeing the commercial activities of the Philippines team and reporting on the performance and development of the PH Commercial teams, including CRM and Promotions, Business Intelligence, Marketing Technologies, Analytics, and Voice of the Customer. I managed five team leaders and a total of 38 commercial staff across these teams.

In July 2018, I received a Certificate of Appreciation for two years of loyal and dedicated service.

I joined William Hill as the Team Leader for Customer Value Management (CVM) within the Manila Commercial team. My role focused on executing strategies developed by the Sydney team to acquire, retain, and reactivate customers. By leveraging cutting-edge CRM marketing technologies, I managed marketing promotions and campaigns aimed at enhancing customer engagement throughout their lifecycle.

Key Achievements:

October 2017: Nominated for Team of the Year at the William Hill Manila Excellence Awards.

September 2017: Promoted to Deputy Manager of Manila Commercial.

October 2016: Nominated for Rising Star at the William Hill Australia Excellence Awards.

I started my career at Yew Tree Services Inc., a licensed sports betting management provider, as an Assistant Bookmaker, assisting with the operation of the BETISN platform for online sports wagering. In December 2011, I was promoted to Team Leader for Running Ball Operations, overseeing a team responsible for monitoring live sports markets, aligning prices (odds) and handicaps, and ensuring the accurate settlement of scores for live events.

Key Achievements:

June 2015: Received the Longest Serving Employee Award.

December 2013: Recognized as Yew Tree Services Inc. 2013 Team of the Year (RB Swing Shift).

December 2011: Promoted to Team Leader, Running Ball Operations (RB Swing Shift).

My first job was in September 2004, where I worked as a Customer Service Representative (CSR) for INFONXX. In this role, I provided general customer service, directory assistance, and GPS location services to telecom subscribers in the United States of America.