Paul Heinfeld
Ex Casino Manager

Paul was an executive at two of the largest online casinos in the UK. He knows from the management position how hard it is to provide great customer service. With demands from the higher-ups to cut costs while still delivering great customer service, he’s been there.

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Jody Gross
Customer Support Specialist

Jody has spent 15 years mapping out customer service strategies for various websites. She has a deep understanding not only of customer service in the casino field but in all fields. This gives her a broader understanding of what challenges customer service staff face when sent out into the field.

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Karl Hodge
Professional Gambler

Karl is a very experienced punter. He started gambling online back in the 1990s. He’s literally seen everything that can go wrong with casino customer support. He’s also seen online customer support teams go above and beyond what they are asked to do.

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John Carmel
Professional Gambler

John has spent more than a decade of playing online gambling games. He’s seen the worst customer service, and he’s seen the best. John knows exactly what questions to ask customer service people to get them to show their true colours.

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Steve Boules
Customer Support Specialist

Steve spent four years designing customer service processes for various casinos. He’s worked for the biggest sites and has seen it all – from first-class customer service to the worst of the worst. He knows the mechanics of customer service and can spot a problem with an eagle eye.

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John Simon
Customer Support Manager

John worked as a customer support manager for three casinos during his career. He gained a deep understanding of what goes into building a great customer support team. He also knows what little things can go wrong that can lead to big problems for customer support.

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Katie Johnson
QA Specialist

Katie has spent seven years as a quality assurance manager for several casino sites. Her job for them was to try to trip up her company’s own customer service staff. This led her to find ways to show off the weaknesses of a customer service team.

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Tracy Miles
Customer Support Manager

Tracy spent seven years in charge of customer service for various online gambling sites. She excelled in going into a poorly managed site, and find the resources to turn it around and make it shine.

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Bob Wong
Gambler

Bob Wong is just an ordinary punter like you. He doesn’t have years of experience in the casino industry. But he’s honestly the most valuable member of our team. That’s because he approaches customer service the way you do.

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Beth Harrigan
Chat Advisor

Beth spent six years working in various online casino customer service teams. She was always professional but saw a lot of people who were not. She has an insider’s view of what’s going on in customer service and often finds out secrets that other people would miss.

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