Summary
Overview
Work History
Education
Skills
Timeline
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John Welashey

Yaoundé,CE

Summary

Experienced and bilingual (French/English) Team Lead with a strong background in finance and a solid track record in the iGaming industry. Proven ability to lead multilingual support teams, manage VIP client relations, and uphold high standards of player satisfaction in regulated online gaming environments. Skilled in process optimization, fraud prevention, payment flow monitoring, and responsible gaming practices. Adept at balancing compliance with excellent service, driving both retention and revenue through data-informed decision-making and player-focused strategies.

Overview

6
6
years of professional experience

Work History

Customer Support Team Lead

CSGO EMPIRE
06.2024 - Current
  • Implemented process improvements to automate document management systems, call logs, and invoicing data to enhance department efficiency.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Generated status and performance reports to facilitate continuous improvement.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Provided regular feedback to team members on their performance, fostering growth and development opportunities.
  • Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.
  • Championed a positive work environment that encouraged employee motivation, engagement, and retention.
  • Collaborated with cross-functional teams to address customer needs and improve overall experience.
  • Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards.
  • Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company's services.
  • Analysed performance metrics to identify areas for improvement and develop action plans accordingly.
  • Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Maximized productivity by supervising, mentoring and scheduling a team of 12 customer support personnel to meet organizational and operational objectives.

Middle Customer Support Specialist/Supervisor

Neo Group
01.2022 - 05.2024
  • Delivered high-quality support via phone, email, live chat, and social media, ensuring quick issue resolution with an average first response time under 20 seconds.
  • Demonstrated strong technical troubleshooting skills, collaborating with engineering teams to interpret error logs and resolve complex system issues.
  • Maintained up-to-date knowledge of company products, features, and updates, delivering accurate and compliant information to customers.
  • Implemented automated workflows using AI tools to improve support efficiency, reducing handling time by 15%.
  • Mastered internal tools and platforms, adapting quickly to new workflows and contributing to continuous process improvements.
  • Consistently met and exceeded performance-related targets, including CSAT above 85%.
  • Increased customer satisfaction scores by 23% within 6 months by implementing a new feedback system and training team members on effective communication.
  • Educated users on platform policies, responsible gaming practices, and security measures to ensure a safe gambling environment.
  • Adapted to fast-paced crypto and gaming environments, staying up to date with blockchain technology, betting mechanics, and industry trends.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.

Bilingual Customer Support Agent - Contractor

Orange
02.2019 - 12.2021
  • Delivered exceptional service in both English and French, effectively communicating with a diverse customer base.
  • Handled high-volume live chat, emails and online customer support, ensuring fast and accurate responses.
  • Managed customer complaints, offering proper solutions and options within time limits, ensuring complete issue resolution.
  • Contributed to the creation of self-service solutions and support documentation to streamline issue resolution.
  • Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
  • Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution or enhancements available within the company's offerings.

Education

Bachelor's in Accounting - Audit and Control

Agenla University
Cameroon

Skills

  • Consultative & Empathetic Communication
  • Gaming & Crypto Customer Support
  • Team management
  • Policy enforcement
  • Training and mentoring
  • Team building
  • Client relationship building
  • Account management
  • Multitasking & Time Management
  • Problem-Solving & Process Optimization
  • Responsible Gambling & Player Security

Timeline

Customer Support Team Lead

CSGO EMPIRE
06.2024 - Current

Middle Customer Support Specialist/Supervisor

Neo Group
01.2022 - 05.2024

Bilingual Customer Support Agent - Contractor

Orange
02.2019 - 12.2021

Bachelor's in Accounting - Audit and Control

Agenla University

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John Welashey