YUN LU
Cebu,Philippines
Summary
Results-driven Project Manager with expertise in sportsbook, iGaming and customer operations. Managed a team of 80 employees, enhancing operational efficiency through effective provider and stakeholder management, incident resolution and SOP development. Demonstrated capability in cross-functional process improvement and operational risk management, ensuring accountability and consistency across teams.
Overview
3
3
Languages
10
10
years of professional experience
Work History
Project Manager
EOS Global Solutions
10.2024 - Current
- Lead a multi-platform sportsbook and iGaming operations function of approximately 80 employees through four directly reporting supervisors, overseeing operational priorities and team coordination.
- Coordinated providers, technical teams and internal stakeholders on operational requirements, system access, platform issues, and incident resolution to ensure smooth operations.
- Manage escalations and investigate irregular cases, assessing operational impact and coordinating follow-up actions with the relevant teams.
- Coordinate operational projects and process changes with HR, IT, Admin, supervisors and management; communicate requirements, issues and recommended actions.
- Clarified task ownership and cross-team working arrangements, establishing clear expectations for support requests, deadlines, and escalation of unresolved matters.
- Created and refined SOPs, escalation procedures, and working instructions to clarify responsibilities and strengthen consistency, minimising preventable errors.
Customer Operation Supervisor
Gameplay Solutions
01.2017 - 07.2024
- • Supervised customer operations team of 10 employees, managing daily workload and resolving operational issues to enhance team performance. • Developed and reviewed SOPs to standardise workflows, ensuring operational consistency across processes. • Coordinated cross-functionally to resolve operational issues, clarify ownership and ensure timely follow-up. • Guided and coached staff on operational challenges, fostering skills development and problem-solving capabilities. • Escalated complex or unresolved cases to relevant stakeholders and followed through to resolution.
- Supervised team operations, optimising workflow and increasing efficiency across multiple departments.
- Trained, mentored and motivated employees to maximise team productivity.
- Resolved customer complaints efficiently, restoring trust and preserving the company's reputation.
Education
Sijil Pelajaran Malaysia (SPM) -
Hua Lian, Mentakab, PahangSkills
- Operations Management & Process Improvement
Team Leadership & Workforce Management
Sportsbook & iGaming Operations
Provider & Stakeholder Management
Incident & Escalation Management
SOP Development & Process Governance
Operational Risk Management
Cross-functional Coordination - Customer operations
- Cross functional coordination
- Process standardization
- Project Coordination
LANGUAGES
English
Upper Intermediate
B2
Chinese (Mandarin)
Proficient
C2
Chinese (Cantonese)
Proficient
C2
Timeline
Project Manager
EOS Global Solutions
10.2024 - Current
Customer Operation Supervisor
Gameplay Solutions
01.2017 - 07.2024