Fuad Latifli
Baku, Azerbaijan
Summary
Experienced CRM and Customer Service Manager with 5 years in the iGaming and marketing industries, focusing on the USA and European markets. Based in Baku, Azerbaijan, specializing in designing and implementing customer service frameworks to enhance operational efficiency and client satisfaction. Proficient in managing CRM systems to drive targeted marketing campaigns, delivering exceptional customer support, and executing impactful marketing strategies. With a deep understanding of iGaming industry trends, player behavior, and VIP player management, and a background in philosophy and psychology, data-driven insights are utilized to optimize customer interactions and drive business growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Customer Service Specialist
BetCare
05.2024 - Current
- VIP Player Management: Manages and nurtures relationships with VIP and high-value players, providing personalized support and tailored solutions to enhance their gaming experience and foster long-term loyalty.
- Performance Metrics & Reporting: Monitors and analyzes key performance metrics to evaluate team effectiveness and service quality. Prepares detailed reports to inform management decisions and drive continuous improvement.
- Relationship Building: Cultivates strong relationships with players through clear, empathetic communication and proactive support, ensuring a positive and engaging player experience.
- Process Optimization: Identifies and implements process improvements to enhance operational efficiency, reduce response times, and streamline customer service workflows.
- Advanced Issue Resolution: Handles complex and escalated player issues with efficiency and professionalism, resolving problems promptly and ensuring a high level of player satisfaction.
- Rapport Building & Empathetic Communication: Foster positive relationships with players through empathetic and personalized communication, creating a supportive environment that encourages trust and long-term engagement.
Marketing Project Manager
Webzool Creative
05.2023 - 04.2024
- Sales & Creative Strategy: Leveraged creative insights and analytical skills to develop innovative sales strategies tailored for iGaming brands, driving revenue growth and enhancing player engagement. Combined creativity with data-driven insights to craft compelling narratives and campaigns, boosting brand visibility and player acquisition.
- Managed Multichannel iGaming Campaigns: Oversaw planning, execution, and optimization of integrated marketing campaigns across channels such as social media, affiliate networks, and digital advertising, ensuring alignment with project goals, timelines, and budget constraints.
- Customer Loyalty Program Development: Designed and implemented tailored loyalty programs to reward and retain players, enhancing their overall experience and encouraging long-term engagement with the brand.
- Cross-Functional iGaming Collaboration: Partnered with teams in design, content creation, digital marketing, and social media to coordinate and execute marketing initiatives, ensuring seamless integration and effective promotion of iGaming products.
- Client Relationship Management: Established and nurtured strong relationships with clients and industry partners through clear communication and transparency, focusing on delivering high-quality results and enhancing client satisfaction and retention.
- Quality Assurance & Compliance: Conducted rigorous quality assurance on marketing deliverables to ensure accuracy, consistency, and adherence to industry standards and regulatory requirements.
- Market Research & Analysis: Developed market entry strategies for new products and market expansions by conducting in-depth research, analyzing trends, and identifying growth opportunities.
- Business Development & Networking: Identified and cultivated relationships with key industry influencers and potential partners to drive new business growth and expand market reach.
Customer Service Manager
Webzool Creative
11.2021 - 05.2023
- Workflow Management & Accountability: Introduced a new ticketing system to enhance workflow management and accountability, reducing resolution times for player support inquiries.
- Customer Pain Point Resolution: Identified recurring player issues and collaborated with cross-functional teams to implement long-term solutions, reducing churn and improving overall satisfaction.
- Customer-Driven Product Enhancement: Worked with product managers to prioritize and advocate for player-requested features, increasing satisfaction with product functionality.
- Operational Efficiency: Implemented process improvements and tools to optimize customer service operations, ensuring timely and effective resolution of player inquiries.
- Customer Feedback Analysis: Analyzed player feedback to identify improvement areas, driving continuous enhancements in service quality and player experience.
- Team Collaboration & Training: Fostered a collaborative team environment and provided ongoing training to customer service representatives, enhancing team performance and player interactions.
Customer Service Specialist
Webzool Creative
06.2020 - 11.2021
- Customer Support Excellence: Delivered exceptional support to players, ensuring swift resolution of inquiries while maintaining high levels of player satisfaction and loyalty.
- Effective Communication & Relationship Building: Built strong relationships with players through clear, empathetic communication, addressing their needs and concerns effectively.
- Continuous Improvement: Identified opportunities for service enhancements and collaborated with teams to implement solutions, improving overall player experience.
- Rapport Building & Empathetic Communication: Fostered positive relationships with players through empathetic and personalized communication, creating a supportive environment that encouraged trust and long-term engagement.
Content Manager
Studylet
05.2020 - 07.2020
- Educational Content Development: Developed high-quality, engaging content for educational audiences, including articles, blog posts, social media updates, and website copy, aligned with the agency's educational goals and brand voice.
- Industry Trend Analysis: Monitored trends in the education sector and emerging topics to inform content strategy, identifying opportunities for innovation and differentiation.
- Content Strategy Development: Contributed to the development and execution of content strategy, including editorial planning, content calendars, and distribution across various educational platforms.
Education
Bachelor of Science - Philosophy
Baku State University
Baku, Azerbaijan05.2019
Skills
- Customer Service Management
- Design CRM System Management
- Customer Retention
- Customer Journey Mapping
- Data Analysis and Reporting
- Marketing Campaign Development
- IGaming Industry Expertise
- VIP Player Management Expertise
- Digital & Social Media Marketing
- Affiliate Marketing
- Strategic Planning
- Performance Metrics
- Project Management
- Team Development and Training
- Communication Skills
- Conflict Resolution
Certification
- Customer Service Professional Certificate - Zendesk
- Negotiation Professional Certificate - American Negotiation Institute
- Customer Relationship Management Professional - CSCMP Supply Chain Foundations
- Inbound Marketing Certificate - HubSpot Academy
Languages
Azerbaijani
Proficient
C2
English
Advanced
C1
Turkish
Intermediate
B1
Timeline
Senior Customer Service Specialist
BetCare
05.2024 - Current
Marketing Project Manager
Webzool Creative
05.2023 - 04.2024
Customer Service Manager
Webzool Creative
11.2021 - 05.2023
Customer Service Specialist
Webzool Creative
06.2020 - 11.2021
Content Manager
Studylet
05.2020 - 07.2020
Bachelor of Science - Philosophy
Baku State University
Similar Profiles
Gunel KazimovaGunel Kazimova
Student Admissions Specialist at MTK International School in the name of Heydar AliyevStudent Admissions Specialist at MTK International School in the name of Heydar Aliyev
İsa Mahmudovİsa Mahmudov
İnteryer Dizayneri at TerraGroup MMCİnteryer Dizayneri at TerraGroup MMC
Aygun HumbetovaAygun Humbetova
English Teaching Assistant at Landau Education GroupEnglish Teaching Assistant at Landau Education Group