Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Coco Coshay

Msida

Summary

As an accomplished account manager, my ability to understand and anticipate customer needs has allowed me to consistently deliver great results and drive revenue growth for the Norwegian market.

I am also skilled in customer service and relationship management. I pride myself on my ability to build trust and rapport with clients, and I am committed to providing the highest level of service.

Overview

5
5
years of professional experience
1
1
Certification

Work History

VIP Account Manager

Rhino Entertainment
04.2025 - Current
  • Starting the Norwegian VIP department from scratch.
  • Analyze KPI's to improve numbers and performance.
  • Building relationships with customers to establish long-term business growth.
  • Working with CRM to create customized offers and campaigns
  • VIP events and gifts for special occasions
  • Attending iGaming networking events

VIP Account Manager

ComeOn Group
05.2022 - Current
  • Manage a portfolio of high-value clients, providing exceptional customer service and serving as their main point of contact for all inquiries and needs
  • Analyze KPI to identify trends and opportunities for growth.
  • Create campaigns and implement retention strategies to keep VIP players engaged and loyal.
  •  Monitoring player activity and identifying potential risks or issues.
  • Meeting or exceeding revenue targets for VIP player accounts.
  • Traveling for events with the most important VIP players and provide them with gis for special occasions.

VIP Account Manager

Genesis Global
10.2021 - 05.2022
  • Building and maintaining relationships with high-value players. 
  • Be the primary point of contact for VIP clients, coordinating all aspects of their account needs
  • Collaborating with other departments, such as customer service and CRM to enhance the VIP player experience.
  • Develop personalized account management strategies to enhance client engagement and drive retention
  • Providing feedback to management on VIP player needs and preferences.

Customer Service Representative

ComeOn Group
05.2020 - 10.2021
  • Providing customer service through live chat and emails.
  • Assisting customers with their inquiries, including but not limited to account-related issues, game rules, and technical problems.
  • Maintain detailed records of customer interactions, accurately documenting inquiries and resolutions for future reference
  • Keeping up-to-date with industry regulations and contributing to the improvement of customer service processes and procedures.
  • Identify opportunities to upsell products and services based on customer needs and preferences, contributing to increased sales revenue

Education

Bachelor's Degree - Film Production

Noroff University College
Bergen, Norway
06-2017

Skills

  • Strong communication skills to build and maintain relationships with clients
  • Analytical skills to interpret data and make informed decisions
  • Strategic thinking and problem-solving
  • Ability to work under pressure and meet deadlines

Certification

Anti Money Laundering MGA Amber Gaming Compliance Academy January 2024

Course completed

  • This refresher course covered regulatory compliance, risk assessment, and detection of financial crimes.


Detection and Interaction ComeOn Group December 2023

Training completed 

  • The VIP department received this traIning to identify and address signs of at-risk and problem gambling behavior.


Self-harm Response Training ComeOn Group November 2023

Training completed 

  • The focus of this traIning was to recognize, understand, and effectively learn how to intervene in instances of self-harm.


Ontario Anti Money Laundering & CFT ComeOn Group June 2022

Training completed

  • In-depth training in Anti-Money Laundering and Counter Financing of Terrorism (CFT) regulations specific to the Ontario market.

Timeline

VIP Account Manager

Rhino Entertainment
04.2025 - Current

VIP Account Manager

ComeOn Group
05.2022 - Current

VIP Account Manager

Genesis Global
10.2021 - 05.2022

Customer Service Representative

ComeOn Group
05.2020 - 10.2021

Bachelor's Degree - Film Production

Noroff University College

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Coco Coshay