Tyrone Ruiz has over 20 years of experience in customer service and operations management roles within the gaming industry. He has a proven track record of managing customer service, VIP, poker, and promotions teams. His key skills include communication, performance management, customer service management, operations management, and project management. He is experienced in establishing targets, building relationships, improving quality standards, and driving continuous improvement.

1. CV Tyrone Ruiz
Key Skills:
* Communication and Organization.
* Contact Centre Control.
* Performance Management, (Conduct and Capability).
* Customer Services Management.
* VIP Team Management.
* Promotions Team Management.
* Poker Team Management.
* Operations Management.
* Change Management.
* Policy and Process Management.
* Training and Mentoring.
* Quality Assurance.
* Compliance.
* Project Management.
* Reporting, budgets.
* Establishing targets and positioning these.
* Building relationships.
* Improving quality standards.
* Excellent computer/systems knowledge.
* Fraud, Security, Banking.
* Casino, Poker, Gaming, Bingo and Sports Betting.
* Proactive Sales.
Employment History:
Mar 2014 - Present
• Career break to travel and to project manage the building of a holiday home in Spain.
Nov 2011 – Mar 2014
Ladbrokes International PLC, Gibraltar
Head of Customer Services Operations.
Responsibilities included;
* Responsible for Customer Services, VIP Team, Poker Operations, Promotions Teams.
* Liaise with managers, supervisors, team leaders, operators and third parties to resolve issues.
* Developing and implementing all service policies.
* Measure customer satisfaction and improving products and services.
* Investigating and resolving escalated customer problems, which may be complex or long-standing issues that
have been passed on by colleagues.
* Establish strong rapport with High Value Customers, consolidating their loyalty.
* Handling customer complaints or any major incidents, such as a security breaches, banking issues, AML,
compliance issues, high level disputes, VIP/HVC disputes, requests, etc.
* Issuing refunds or compensation to customers.
* Payment of winnings over 20K.
* Assist marketing/product teams with initiatives, operational guidance and T´s and C´s.
* Analysing statistics or other data, to determine the level of services being provided.
* Produce written reports for customers, 3rd
parties or other teams, utilizing computer packages/software and

2. other customer data systems.
* Develop and monitor feedback and complaints procedures, for customers to use.
* Continuosly improve team service procedures, policies and standards.
* Meet with other managers to discuss possible improvements to all services and products.
* Adapt to change in fast paced industry, assisting colleagues with those changes.
* Be involved in staff recruitment and appraisals;
* Stay abreast of developments, by reading relevant journals, going to meetings and attending courses.
* Maintain up-to-date knowledge of industry developments and network.
* Carry out needs assessments, performance reviews and cost/benefit analyses.
* Ensure performance targets for speed, efficiency, sales and quality are met.
* Ensure all relevant communications, records and data are updated and recorded.
* Develop and Mentor Managers and Team Leaders, aiming to drive the continuos improvement mindset.
* Customer Champion on all projects.
* Forecast and analyse data against budget figures on a weekly and/or monthly basis.
June 2006 – Nov 2011
Ladbrokes International PLC, Gibraltar
Customer Services Manager
Responsibilities included;
• Responsible for all Customer Services Teams.
• Coaching, motivating and retaining staff.
• Coordinating bonus, reward and incentive schemes.
• Driving the culture for continuous improvement.
• Forecasting and analysing data against budget figures on a weekly/monthly basis.
• Improving the overall efficiency and quality standards across Ladbrokes International Service Teams,
including people, data, reporting, systems, and other relevant points.
• Ensure that a favourable perception of Ladbrokes International Customer Services is created for all customers.
• Taking proactive steps taken to offset fraudulent activities.
• Ensure that adequate processes are in place to protect company interests and integrity.
• Identify weaknesses in CS procedures and systems providing feedback and guidance to aid improvement.
• Liaise with Ladbrokes UK teams to ensure that best practice is installed across entire business.
• Work on projects across the whole business whilst also staying focused on BAU requirements.
• Monitor Key Performance Indicators, such as the level of call abandonment, proactive chat sales, response
times, etc.
• Hold and chair regular Team Management meetings, as part of the effective communication process.
• Assist profiling the ‘ideal agent’ to more readily identify, in the recruitment process.
• Monitor customer complaints linked to systems or procedures and rectify at the core.
• Attend weekly Ladbrokes International Senior Management meetings.
• Delegate tasks effectively, to the Customer Services Team Managers, to maximise their potential.
• Monitor key performance indicators such as call abandonment’s, Kana completion rates, Mystery Shopping
results, etc, keeping abreast of what is required to deliver these requirements.
• Provide guidance and assistance to the Customer Services Quality and Training Manager.
• Provide the Operations Director with weekly reports detailing the service affecting issues which have impacted
on quality and/or customer satisfaction levels.
• Provide a monthly report to the Operations Director in preparation for the monthly Director review meetings.
• Coach, develop and improve Customer Services team members.
• Carry out regular performance appraisals for all CS Team Managers and assist them in completing those, for
their team members.
• Initiate and actively support Quality improvement within the Customer Services teams.
• Monitor the Customer Services complaint content and identify common trends that can be eradicated.
• Work closely with Customer Service Agents, Customer Service Supervisors, Funds Team, Poker Team,
Security Manager, IT team, HR Manager, Product and Marketing teams, etc.
• Handle the most complex customer complaints or enquiries;
• Coordinate staff recruitment, including writing vacancy advertisements and liaising with HR staff.
• Reviewing staff performance, identifying training needs and planning training sessions.

3. Jan 2004 – June 2006
Ladbrokes International PLC, Gibraltar
Customer Services Team Manager
• Assist in the daily management of the team, ensuring that daily tasks are kept up to date.
• Assist in the management of staff, including identification and co-ordination of ongoing training.
• Management of Kana email, Genesys telephony and Live Person chat systems.
• Ensure the updating and maintenance of Knowledgebase system.
• Run reports (calls, chats, emails, missing chips, poker registrations, etc).
• Record statistics, user rates and the performance levels of the contact centre.
• Liaise with Poker,VIP, Promotions, Security teams and UK Product and Marketing teams, to resolve any issues.
• Train staff to deliver a high standard of customer service.
• Work at short notice to cover staff shortages and pressure peaks.
• Work on my own, as well as part of a team.
• Take responsibility and make decisions when required.
• Take charge of situations in the absence of Senior Managers.
• Complete paperwork.
• Handle complaints (from both staff and customers).
• Help with promotional events.
• Help with training and development.
• Organize staffing, including shift patterns and the number of staff required to meet demand.
• Help with personnel and financial duties.
Nov 2002 – Jan 2004
Ladbrokes International PLC, Gibraltar
Customer Services Agent
• Handle customer contacts via phone, email and mail.
• Assist customers with all account related queries (banking, security, promotions, registration, gaming, etc).
• Assist customers with complaints or disputes (fairness of gaming, social responsibilities, technical, rules, etc).
• Escalate contacts to appropriate department or individual, when appropriate or required.
• Continuosly learn about company products and services, keeping up to date with changes.
• Assist in training new staff members (buddy system).
Dates: Nov 2001 – Nov 2002
Employer: Bet and Win (now BWIN)
Job Description: American sports betting
Dates: Feb 2000 – Oct 2001
Employer: Ladbrokes International PLC
Job Description: Senior call agent.
Dates: Jan 1999 – Feb 2000
Employer: Prestige Arts and Jewels
Job Description: Sales assistant
Dates: July 1997 – Oct 1998
Employer: WQBE Insurance - Australia
Job Description: Telesales agent and Underwriter.
Dates: May 1996 – June 1997
Employer: CBA Bank - Australia
Job Description: Personal Banking Executive
Dates: July 1993 – August 1995
Employer: Burger King - Gibraltar
Job Description: Manager

4. Dates: Oct 1991 – June 1993
Employer: Pryca - Spain
Job Description: Head of Department
Education:
2006 – 2007 – Post Graduate Course B822 – Open University, England.
1987 – 1989 – Enmore Senior High School, Sydney, Australia.
1982 – 1986 – De La Salle, High School, Sydney, Australia.
1975 – 1981 – St. Bridges Primary School, Sydney, Australia.
About me:
I am a hardworking, honest and reliable individual, who makes every effort to and consistently achieves all of his goals.
I fulfil my work to high standards and always strive to exceed the expectations of my employers, maintaining
professional standards at all times.
I am mindful of my colleagues and my working environment, taking great care to ensure the impact I have on those
around me is always a positive one.
I have strong interpersonal skills and always create a strong rapport with my managers and colleagues.
I also always strive to create a strong rapport with my customers, empathizing with their situations and conducting full
and thorough investigations, always aiming to consolidate their loyalty and providing an excepcional service.
I aim to be considerate, listen carefully, respond appropriately and provide clear, concise instructions, to ensure
understanding and ultimately, the desired results.
I have the ability to generate ideas and adapt them to different situations, constantly aiming to improve what we do. I
am comfortable proposing ideas, building on others’ ideas and always take an open minded approach to any task at
hand. Whilst confident about my own understanding and capabilities, you will also find me to be co-operative and
willing to modify my own views, whenever an organizational benefit can be achieved.
I have excellent problem solving and decision making skills and will always step up to make considered, fair and
unbiased decisions. I aim to adopt a practical, rational and down to earth approach, ensuring key messages and meaning
are not lost, achieving positive outcomes. This is assisted by my ability to look at issues in a wider context, taking into
account a wide range of influences and situations and understanding the implication of my decisions.
I also have the ability to gather, analyze and interpret data, verbal or numerical, about our business, people or situations,
without distorting the relevance of said information, capturing the main points and aiming to simplify tasks, options and
solutions, in order to provide clear outcomes and results.
I am comfortable working with multiple back office systems and I am fully versed in the use of most Windows
programmes. I am also comfortable with Android, IOS and Windows mobile phone systems and applications.
References:
References are available, upon request.